[Resolved]  Shop CJ Network — Wrong product received and not being replaced, it's been 10 days

Address:	110092
Website:	www.shopcj.com

After being mentally harassed by your executives and customer relationship team for 8 days, i am finally writing this.

We saw an advertisement on tv of a set of 5 kurtis [green, pink, black, beige and blue in colour] on 7 april, 2016 in the evening around 6-6:30 pm. We called up to order, while the person was taking the details, he said that the size we wanted to order was no more in stock and we should try the next day. We called up the next day in the afternoon and placed the order, after confirming the colours of the five kurtis that were being displayed on the tv that evening. I further told the lady [ms. Kavita] that i am talking about the kurtis that were being advertised the evening earlier and not any other suit or dresses, she reassured that she understood which set am i talking about and placed the order.

We received the order 3 days later on monday 11/04/2016 and in around 4:30-5:00 pm, we complained about receiving the wrong set of kurtis. The kurtis were of different design, colour, pattern. We complained about the issue the same day, and were assured a call from the back end team within 24 hours. We didn't receive any call from the team. When we called at the shop cj customer care number to enquire that we have yet not received a call from the team, we got a reply the our complaint was wrongly written as a case of dislike and therefore we wouldn't get a call from the backend team. So we had to again lodge a complaint on 12/04/2016 in the evening. Again we were assured a call in the next 24 hours. We missed a call the next day and then called back to talk to the team. We were again asked to wait for 24 hours.

The back end team then didn't call back at all till 15th and then we talked to one the of the senior at shop cj, mr. Apoorva. After listening to our plea, he checked the details of the timings and the advertisement that i referred to while placing the order and confirmed that my issue shall be handled and the product shall be replaced by the next day or maximum by 2 days.

The next day on 16/04/2016, we receive a call from mr. Rahul sharma, backend department, he says that your product wouldn't be replaced as it is the same product that you have ordered. On telling him about the conversation that we had the day earlier with apoorva, he said he'd listen to that call and call back in 5 minutes and he did call back and then after explaining him the inconvenience we were facing due to this lingering on process, he said that the product would get replaced maximum by 7 pm on monday.

After a little time, we again receive a call from another executive of the same department who says that the product wouldn't be replaced. We again explained him the entire story.

Today, when we called back to know the status of the resolution, we were informed that the remark mentioned against the complaint by the back end team is that the kurtis we got were what we ordered and would not be replaced.

We aren't getting to talk to any of the senior personnel, nobody is responding to our calls.

This is highly disappointing at the part of such a huge organization to have such weak internal co-ordination and customer relationship services. We are extremely unhappy and harassed. We do intend to take the matter to the consumer forum, that's the last resort we see now.

The amount is still with shop cj, i have a wrong product and the kurtis are yet not replaced and we still didn't get any call from the backend team.

We would like to receive the recording of the call conversation that we had on 15th and 16th of april, 2016 with the personnel of shopcj.

We were a loyal customer of shop cj, from gas stove to the microwave to the utensils at our house, we have ordered everything from your organization. But we are extremely annoyed by the kind of experience that we have been served. I ordered the kurtis to take it along for an outstation trip that we were leaving for today and now i had to purchase more clothes.

We have lost all our patience to handle any more of this disorganized and non-coordinated internal procedure of shop cj. Kindly look into the matter asap.

Order no. : [protected]
Order date [shop cj employee :kavita] : 08/04/2016
Delivery date : 11/04/2016 [received different set of kurtis]
Complaint date : 11/04/2016
Follow up on our part : 12/04/2016, 13/04/2016, 15/04/2016
Communication with a senior at shop cj (Mr. Apoorva) : 15/04/2016
Apoorva assured replacement by : 16/04/2016
Communication with backend team (Mr. Rahul sharma) : 16/04/2016
Rahul sharma assured replacement by : 18/04/2016
Another person from backend team calls up on 16/04/2016 & says that it cannot be replaced. On our persistence, he checked the previous conversation with his colleague, and took back his words.