[Resolved]  Apollo Pharmacy — Dismal Customer Service

Address:	D.NO.6-3-1219/6/A/4, SHOP NO 4S, BEGUMPET-2
Website:	apollopharmacy.in

This was the second time and would be the last to shop on "apollopharmacy.in" site.

My order ID is[protected], order date : 31 Jul, 2020, delivered on 03 Aug, 2020 (420 kms away). Everything was fine until the shipment reached my home. When I received it, I observed that the amount on it was 402/- but the amount for which I had ordered was 596/-.

There was less quantity delivered, one item not sent and also a few of the delivered items in the shipment were different from what I had ordered (items were mismatched). In order to having decided to return the order I did not open any single item and left aside the whole shipment box (in the same condition it was delivered) in my home.

Their customer support on APOLLOPHARMACY is very pathetic. They don't want to lift my calls and if they do lift, really, call quality would be bad, strong mic disturbances etc. Sometimes they even cut-off the call in the middle if I start raising the issue to them. Such a ill-mannered behaviour.

I started contacting their only customer service number[protected] from the very first day. Their customer service people does not even exist for a few days. This 1860 series numbers were never toll free, they charge on such numbers even if you are just waiting for anyone to pick up, eventually we feel to end the call after waiting for 15 minutes, if we got lucky, it would get connected to someone to speak. Companies do this to reduce the number of calls and making us to pay hefty bills though you are on 'unlimited calls' pack.

I made a number of calls everyday (really many) with a hope that at-least someone would be actually concerned to resolve the issue but no one really helped even after three weeks of delivery. I also made few conversations in the chat box on their website which those people take minutes together for a reply after introduction. An unknown point here is you would not be able to chat with them if you seriously raise the concern and ask to resolve it because they disable the chat box (it just vanishes for ever) for that browser in which you were having a chat until then. I also used different browsers (on my mobile, PC) to start off again and again and eventually I got disabled with that chat box in each browser.

In the meantime I was told to send mail every time regarding the issue (by attaching snapshots of the shipment and the order details) to "[protected]@apollopharmacy.org" (Aug 3, 2020, 1:29 PM), next to "[protected]@apollopharmacy.org" (Aug 3, 2020, 6:43 PM), also to "[protected]@apollopharmacy.org" (Aug 11, 2020, 9:40 PM) and also to "[protected]@apollopharmacy.org" (Aug 14, 2020, 4:35 PM). I had sent mails to whosoever as directed by the customer support every time. But none of them ever gave me a reply even to this day[protected].

I also started contacting directly to the sender which is "Begumpet-2" branch (found this on the invoice they sent in the shipment) from Aug 4th onwards. They were responsive and proper on their side to help with the customer. On the first day they intimated me to leave the order aside as-it-is and told me to return, with no item missing in it, when a courier pick-up person (from DELHIVERY as it is their courier partner) comes. I spoke with the store online executive named Ramesh. He told that they will cancel and ask to return the order to the origin from their side, as there is no returning option on the website (apollopharmacy.in) for a customer to do so. Later on the other day they also told that the concern to get the order returned was also intimated to the DELHIVERY team and pick-up would be done within two working days. I had waited but no one came. So I called them again stating the situation and they told that someone had to be coming for pick-up and that they would followup the situation with the courier team (DELHIVERY). This was happening everyday (I am calling them and they telling me that they would enquire) since then until Aug 21 when the store incharge told me this time that it would take ten days to get the pick-up done by the DELHIVERY team and they promised me on that.

But till now no one ever came for the pick-up. Sad part is it has not even been initiated for the return order (concluding this because I am enquiring for the same with the DELHIVERY support team through mails and also I came to know by a local DELHIVERY delivery person).