Zoom Car — Most horrible experience with Zoom car( @zoomcar) in Bangalore. ( Booking: JPS6V3RRY )

Address:	Bangalore, Karnataka, 110070
Website:	www.zoomcar.in

2 hours post the required time and travelling couple of pick up locations( 13 kms )…I was greeted with 2 non working vehicles and horrible customer support from Zoom car.
I was in Bangalore couple of days back and booked Zoom car for a Scorpio SUV. I required the vehicle for 10 hours and used Zoom car app to do all my bookings. I was informed that I can pick up my reserved vehicle at 12 pm( JPS6V3RRY). To enable this I also deposited an amount of Rs 6920 in Zoom car’s account.
I reached the designated place of Meenakshi mall on Bannerghaata road to pick up my reserved vehicle. From here my ordeal starts:
1. Zoom car representative had at first no idea of my booking. So much to say for automated systems and processes.
2. After couple of minutes of discussion, Zoom car representative informed me that same vehicle was allotted to two customers at the same time.
3. The Zoom car representative spent some good 10 mins to allot the vehicle assigned to me to this other customer.
4. I am left thinking what these guys are doing??. The Zoom car representative then tries to give me another SUV stationed there after 10 more minutes of discussion. Lo and behold!!!. This vehicle will not start.
5. By now it’s already 12:45 pm. 45 minutes spent in the level 2 basement of Meenakshi maal. Zoom car guy now says: - Sir… please contact customer support!!!. I try reaching customer support but phone networks won’t work in level 2 basement.
6. Customer support has no clue absolutely of my situation. It takes 3 more calls and good 15 minutes to explain my situation.
7. Customer support asks me to wait for 10 more mins assuring they will give some solution.
8. Around 1:15 pm I was told if I can travel 6 to 7 kilometers and go to another center in J. P Nagar 7th phase( location you cannot reach without searching for 20 mins., even though you may be residing in same area). I was assured that this time I will get my desired vehicle immediately.
9. I thought may be my bad luck… but if I get the vehicle then at least my day is not lost.
10. Good 30 mins later I reached the god forsaken location of Zoom car. This guy also has no clue of my booking. He is not willing to even listen to me. After some 10 mins, he informs that the vehicle allotted to me is under repairs and will not be available.
11. Its already 2 pm… 2 hours post my supposed start of journey at 12 pm. Two locations visited…. No car yet in my hand and customer support now says give me 15 more mins!!!
12. This was the final straw!!! I had lost all my good patience by that time. Told Zoom car customer support to cancel my booking and refund the amount immediately. They gave their standard answer of systems and processes and no. of days by which the money will be refunded. I was furious by this time and told them to refund the amount immediately….else to face the consequences… Immediately my amount was refunded. This was final example of systems and processes.
I am an entrepreneur myself and desist saying anything against startups. At least some level of sanity and right customer attitude should be evident . By the way, they called me around 2 pm to say that they can now deliver vehicle from yet another location3rd one) to my residence. So much to their credit!!!
I was feeling horrible to loose my full day - courtesy Zoom car. Not sure if I will again try another self driven option in Bangalore. Optimist in me says I will!!!
I am still waiting for any formal apology from Zoom car. That’s the reason I waited for 3 days before stating my ordeal in public!!!
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