[Resolved]  BagItToday.com — CHEATING - HOLIDAY VOUCHER

Address:

Hyderabad, Andhra Pradesh

Dear Bag It Today Team, I have booked Bag It Today and Yatra buy one and get one travel package for Rs. 3, 999 in June 2013 upon being pressurrised by the customer executive detailing the benefits. I have received confirmation for the same and a mail has been received with details of booking ID and order number. I have placed the order for one package by paying Rs. 499 at the link send on 27 August 2013 for my travel booking. I have received a mail confirming that "the Yatra team will confirm my booking in two to three days". I have not opted for the second package as I have lost trust in Bag It Today since the first package has not been processed. I did not dare to loose additional money of Rs. 499 after seeing the worst customer service. The order for the second and free package has been sent upon writing 10's of mails to the team and endless calls only in September 2013 As a customer, I am totally disappointed with the way the customer care service works at Bag it today. Sheer negligence in serving customers. The CCE asks to dial the contact number of yatra Yatra Customer care[protected]. However, this doesnt work. We are put on hold for couple of minutes and the call gets hang up automatically. After connecting to this number with great difficulty in 20-30 attempts, the CCE asked to wait for some time so that he can get the package confirmed. However, this did not work, i tried reaching the CCE thrice just to realise that he could be of no help instead asked to contact yatra number at[protected]. The CCE promised for a call back in half an hour. No one called back. The next time when i connect on this number, the CCE is very adamant and rude that he disconnected the call and says to get the refund at Bagit today. The team might be busy with selling your products without looking at customer service. SURPRISED TO SEE NO ESCALATION MATRIX AND THE FRONT END CCE IS THE ONLY POINT OF CONTACT FOR CUSTOMER. WHAT IF THE CUSTOMER IS NOT HAPPY WITH THE COMPLAINT RESOLUTION. WHOM DOES A CUSTOMER CONTACT IF THE COMPLIANT/ QUERY IS NOT RESOLVED ON TIME. I have raised the complaints through my my account by logging into bag it today website, writing mails on [protected]@bagittoday.com. NO RESPONSE OR CALL BACK FROM THE CUSTOMER CARE TILL DATE. PLEASE REFUND BACK MY MONEY WHICH HAS BEEN PAID THREE MONTHS AGO AMOUNTING TO RS. 3, 999 AND 499 FOR PROCESSING FIRST HOLIDAY VOUCHER. I WANT MY MONEY TO BE REFUNDED AND AFTER SEEING THE KIND OF SERVICE BY YOUR TEAM, TOTALLY LOST FAITH, THE PRODUCT HAS NOT BEEN DELIVERED, AT THIS JUNCTURE I AM NOT IN A POSITION TO ACCEPT ANY SERVICES FROM YOUR TEAM. I ONLY LOOK FOR MY REFUND. PLEASE PROCESS RS. 4, 498 BACK TO MY CREDIT CARD ACCOUNT THROUGH WHICH THE PAYMENT HAS BEEN MADE. Narender Reddy Pannala <[protected]@gmail.com> 5 Nov to Bag, vacations Can i expect a reply/ response to my mail. When can i expect my money credited back to my account. Narender Reddy Pannala <[protected]@gmail.com> 12 Nov to vacations, Bag CAN I EXPECT SOMEONE TO REPLY TO MY REQUEST. ELSE I WOULD BE FORCED TO TAKE THINGS LEGALLY AGAINST BAG IT TODAY AND YATRA. vacations <[protected]@bagittoday.com> 12 Nov to me Dear Mr. Pannala, This is with the reference to your email regarding your concern. Please accept our apologies for the inconvenience caused to you. We regret to know that you would like to cancel your order. As per our process, we do arrange a verification call to the customers giving them all the required information/T&C’s regarding their orders, E.g. order details in terms of order value and related items, customer’s mailing address and delivery window etc. In case, a customer is not satisfied with any of the conditions, he is free is get the cancellation of the order during the verification call itself. We have investigated your complaint and found that, your order is thoroughly verified order during our verification process and it was informed to you that the package is non cancellable and non refundable. Therefore, we are unable to process your order for refund. Please feel free for any other assistance or clarification Assuring you of best possible service always. Regards, Asheet kumar Executive-customer care Bagittoday Please quote your Order No.[protected] For further future correspondence. Note: In case of any query not related to the discussion in above e-mail should kindly be emailed to [protected]@bagittoday.com or call us on[protected] From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 12 November 2013 10:37 To: vacations; Response (BagItToday) Image removed by sender. -- Warm Regards, Narender P Reddy Ph:[protected] -- Warm Regards, Narender P Reddy Ph:[protected] -- Warm Regards, Narender P Reddy Ph:[protected] For up-to-the-minute coverage of news and entertainment in English, visit http://www.indiatoday.in/ and in Hindi, visit http://www.aajtak.in/ This e-mail communication and any attachments may be privileged and confidential to Living Media India Limited and are intended only for the use of the recipients named above. If you are not the intended recipient, please do not review, disclose, disseminate, distribute or copy this e-mail and attachments. If you have received this email in error, please delete the same along with all attachments there to and notify us immediately at [protected]@intoday.com. Narender Reddy Pannala <[protected]@gmail.com> 12 Nov to vacations I don't remember having confirmed that the order is non refundable or non cancellable. Can you please help me with reference or the documents where it was mentioned as non cancellable or non refundable. It would be of great help. However please appreciate the fact that you have the worst among the worst customer service in India. Narender Reddy Pannala <[protected]@gmail.com> 12 Nov to vacations Further i could recollect having read the terms and conditions of this travel voucher. There is no mention about the non refundable and non cancellable condition. Please understand that you cannot sustain in the long run without proper customer service. Further don't cheat the customers with false promises when you do not have the ability to do so. It is purely cheating and eating away the hard earned money of customers. I only want my money back and could take the matter to the extent possible. I cannot tolerate such things and have spent hell lot or time on this issue. Please escalate the matter to the right person and ensure to process my refund at the earliest. Thanks in advance. Narender Reddy Pannala <[protected]@gmail.com> 12 Nov to vacations, Bag BELOW IS THE MAIL I HAVE RECEIVED UPON BOOKING THE TRAVEL VOUCHER. PLEAS HELP ME UNDERSTAND AS TO WHERE IT IS WRITTEN THAT THE VOUCHER PURCHASED IS NON-REFUNDABLE/ NON-CANCELLABLE. Dear! NARENDER We Thank you for your online payment of Rs 3799/- Following are the details of your transaction: YOUR SUMMARY Customer Name : NARENDER PANNALA Booking ID : MHCC[protected] Order Number : 33049964 Package : Domestic Holiday Package Contact Number : [protected] Address : PLOT NO. 12, SAMA NAGAR, SAHEB NAGAR KALAN, NEAR NRI JUNIOR COLLEGE, HYDERABAD, 500070 Comments : Transaction Successful Click For Payment :Click For Payment Click on CLICK FOR PAYMENT above and make a payment of Rs 499 as processing fee or call our customer care number[protected]. Once the transaction is successful you will receive an instant e-mail with your voucher code. Yatra team will give you a call back within the 48 hours of receiving this voucher code for the booking confirmation of your holiday package. Customer should be above 18 years of age. The Holiday Vouchers will be valid for 3 months from the date of issuance to Customer for Booking, and the travel validity shall be 12 months from the date of issuance of the Holiday Voucher to the Customer. Customer will have to Pay Rs 499 (Processing Charges) twice to confirm the Bookings for both the vouchers. No Bookings will be accepted for the Blackout Period i.e. from December 20th to January 10th. In the event of failure to send the booking within the mentioned 90 days time frame (Day one to be considered as the purchase date of the voucher), the voucher will be deemed as expired. The 3 nights and 4 days Holiday Voucher entitles the holder to a complimentary accommodation for A Couple & a Kid below 5 yrs, at any of the hotels and resorts as listed. This offer is available for a maximum of A Couple & a Kid of below 5 yrs. At least 30 days notice for reservation is required with the first, second and third choice of destination and dates, to process the bookings. All bookings are subject to availability and prior bookings especially in case of National holidays and long weekends. Booking will be done on ?First come, First serve? basis. Once Yatra.com has confirmed a particular request for reservation, no changes/cancellation/refund thereafter would be possible/ permissible nor would any refunds be made in case of cancellation by the Customer. Group Bookings are not allowed. Yatra.com reserves the right to change the redemption hotels without prior notice. Yatra.com reserves the right to alternate dates & hotels, in case of non-availability. No booking request shall be taken for any destination for the period declared blackout/sold out for the hotel/destination. The hotel/ resort have the right to charge for additional facilities like extra bed, heaters, and other leisure facilities. Any additional facilities including food & beverages taken at the hotel are to be paid directly at the hotel, before check out. The offer does not include any other services or facilities not mentioned herein. These Vouchers cannot be combined with any existing offers/promotions listed on/or fromYatra.com. The Holiday voucher can be redeemed against Room accommodation only. A part of its value cannot be carried forward/refunded, the voucher is to be used in full, at one go. Flights and Meals are not included in the offer. A confirmation letter shall be issued in the name of the applicant by Yatra?s reservation office and all recipients are required to carry along the original letter of confirmation, to be produced at the time of check-in at the hotel/ resort. Details of destination, hotel, its services and address etc. would be mentioned therein. Participation in this scheme by the customers implies acceptance of all the terms and conditions of this scheme. Disputes with regard to it, if any, will be subject only to the jurisdiction of the courts at New Delhi. We keep our website and payment linked URLs up to date with all recent offerings and you should, therefore, consider any detail to the offer published here as the most recently updated and final one. This voucher can?t be clubbed with any other offer. Multiple Vouchers can be purchased. This Voucher is transferrable and hence can be used for gifting purpose also. Conditions Apply: Actual product may differ from images shown. Offer valid till stocks last. vacations <[protected]@bagittoday.com> 13 Nov to me Dear Sir, We already told you that in the verification call that once the order is verified then it is non cancellable. Regards, Asheet From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 12 November 2013 21:13 Narender Reddy Pannala <[protected]@gmail.com> 13 Nov to vacations Mr. Asheet Please reply to mails with all your senses open. I don't remember there is a clause that once call is verified the order is non cancellable. Don't just wrote non sense on mails. I am totally bound by the terms that were hosted on the website, mail or mail received through order confirmation. The way your customer case works or speaks to the customer over calls no one understand their collocial language. If you mean to say that there was a call where it was told to me that it is non cancellable, please share a proof of the same. Just don't reply for the sake of replying. Please forward the mail to the concerned person who can take a decision and act upon. Don't waste your and my time on writing non sense. vacations <[protected]@bagittoday.com> 13 Nov to me Dear Sir, We can’t refund the amount regarding to your order. Regards, Asheet Kumar From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 12 November 2013 20:02 To: vacations Subject: RE: Refund order no. 33049964 Further i could recollect having read the terms and conditions of this travel voucher. There is no mention about the non refundable and non cancellable condition. Narender Reddy Pannala <[protected]@gmail.com> 13 Nov to vacations Asheet I again reiterate that don't just reply for the sake of replying. If you are not the right person at the right level to deal with the issue, please don't reply back, escalate it to the right person. I don't want a one liner answer saying my money can't be refunded. It's my money and I have every right to get it back when you don't have the ability and intention to service the customer. You people are just making money with false promises which are never true. Show me a valid document where it was said that money can't be refunded. I have been told by the customer care over call that the refund process will be initiated and has requested to drop a mail on this id. I have dealt many cases like such where companies like you cheat customers with false promises. I can take this matter to the extent possible to get my money back. I have handled many of such cases for my customers. Please confirm back the status with right person in the loop so that I can take the issue LEGALLY THROUGH THE RIGHT CHANNEL vacations <[protected]@bagittoday.com> 13 Nov to me Dear Mr. Pannala, This is with the reference to your email about mis commitment. Please accept our sincere apologies for the inconvenience caused to you. We would like to inform you we have forwarded your matter to the concerned department to get your issue resolved at the earliest. We request you to kindly allow us some time to resolve the matter. Hope you will bear with us in the interim. Please feel free to call for any other assistance or clarification. Assuring you of best possible service always. Kindly always mention your order no[protected] for further future correspondence. Regards, Asheet kumar Executive-customer care Note: In case of any query not related to the discussion in above e-mail should kindly be emailed to [protected]@bagittoday.com or call us on[protected] From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 13 November 2013 14:30 Narender Reddy Pannala <[protected]@gmail.com> 22 Nov to vacations Mr. Asheet Kumar, I think it been more than a week since I am waiting for a reply from your concerned department. Can I expect a reply for my mail. Regards, Narender vacations 22 Nov to me Dear Pannala, This a mail regarding to your order no –33049964 Your order details has been shared with our client on 9-sep-2013 You can contact with the yatra department on this number –[protected] and confirmed your booking related to your order. Now we are unable to cancel this package. Please accept our sincere apologies for the inconvenience caused to you. Thanks Regards Asheet kumar Executive-customer care From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 22 November 2013 14:53 To: vacations Subject: Re: Refund order no. 33049964 Narender Reddy Pannala <[protected]@gmail.com> 22 Nov to vacations Mr. Asheet I don't understand why you and your team are beating around the bush. Who is your client. With whom who have share the details. Last week you said you have forwarded to the concerned department. Now what you have been writing does not make sense to me. As I said I need the money back at any cost and do not want to listen to any non sense over mails. As I said if you are not the right person, please escalate it to the right person. Don't waste my valuable time. I hope you understand. Regards vacations 23 Nov to me Dear sir, This is a mail regarding to the order no – 33049964 related to the concern of cancellation. We already told you that order is non cancellable and your details regarding to the order is already shared with the yatra department. Every time we are telling you that you can’t get your order cancel once it is verified. Regards Asheet Kumar From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 22 November 2013 18:17 Narender Reddy Pannala <[protected]@gmail.com> 23 Nov to vacations Mr. Asheet, I think you can read english properly and are well educated to understand my concern. CAN I UNDERSTAND ONE THING, IF YOU HAVE COMMITMENT TOWARDS A THIRD PARTY LIKE YATRA, WHY THERE IS NO SUCH COMMITMENT TO CUSTOMERS WHO PAID MONEY. WHAT DO YOUR TEAM THINK, MONEY IS MONEY FOR EVERYONE, NOT ONLY FOR BAG IT TODAY. I AM NOT BOTHERED ABOUT YOUR PARTNER, I AM WORRIED ABOUT MY MONEY WHICH HAS BEEN TAKEN AWAY WITH FALSE PROMISES. IT LOOKS LIKE THERE IS A CUSTOMER CARE TO SELL THE PRODUCT WHICH TO THE CUSTOMER WHICH CANNOT BE SERVICED/ DELIVERED TO THE CUSTOMER, ALSO THERE IS A CUSTOMER CARE WHO JUST RESPONSES WITHOUT READING PROPERLY AND UNDERSTANDING THE CONCERN WITH ONE WORD 'YOUR MONEY CANT BE REFUNDED". IS IT NOT CALLED CHEATING IN SIMPLE LANGUAGE. Please read the mailing trail and respond properly to my compliant. Who has verified the order and where is it written that there is a order verification process and once the same is verified through a "SAID" process it cant be cancelled. You are just wasting your and my valuable time in writing to and fro mails. Then why the you wrote that the mail has been forwarded to the concerned department and will revert about ten days back. Please read throughly before responding. I am totally disappointed with the the BAGITTODAY and its CC works. Anyhow, its your problem and you will realise that the no business have survived without proper customer service and customer care. This is going to be proved in your case again as already there is so much negative talk about bag it today in the market about these worst practices of cheating customers. I have no worries about your company and its survival, all i am saying is please refund back my money. IF YOU ARE NOT THE RIGHT PERSON TO DEAL WITH IT, PLEAS ESCALATE TO THE NEXT LEVEL PERSON. DONT EAT MY TIME IF YOU HAVENOT HAD YOUR FOOD. THANKS FOR UNDERSTANDING. HOPE YOU UNDERSTAND THINGS CORRECTLY THIS TIME AND DO THE NEEDFUL. I AM READY TO TAKE THE ISSUE LEGALLY IF I AM GETTING THE SAME NON-SENSE AS A REPLY. PLEASE RESPOND. Regards, Narender Reddy Pannala <[protected]@gmail.com> 28 Nov to vacations Can I expect a reply to my compliant??? Narender Reddy Pannala <[protected]@gmail.com> 29 Nov to vacations I am waiting for a reply and refund of my money. Can this be escalated to the right person with proper responsibility. Else, I will be forced to move legally on this issue. Regards, Narender Narender Reddy Pannala <[protected]@gmail.com> 3 Dec to vacations I am waiting for a reply from the so called customer care executive. Can someone reply??? Narender Reddy Pannala <[protected]@gmail.com> 23:35 (2 minutes ago) to vacations Mr Asheet, I hope you are doing great and if you can recollect, my compliant has been forwarded to the concerned department almost thrice by now based on your mail trail. CAN I GET A RESPONSE FROM THE SO CALLED CONCERNED DEPARTMENT??? ELSE, GIVE ME CLARITY ON THE STATUS OF MY COMPLIANT, SO THAT I CAN DECIDE ON THE FUTURE COURSE OF ACTION. I AM VERY MUCH INCLINED TO TAKE UP THE MATTER TO THE CONSUMER COURT, SINCE THIS IS MY DAILY ROUTINE FOR MOST OF MY CLIENTS, INTERESTINGLY, THIS TIME I WILL BE DOING IT FOR MYSELF. PLEASE RESPOND AT THE EARLIEST. REGARDS, Narender Ph: [protected] Narender Reddy Pannala <[protected]@gmail.com> 23:38 (0 minutes ago) to onlinesupport HOPING FOR A POSITIVE AND QUICK RESPONSE. [protected] Forwarded message[protected] From: Narender Reddy Pannala <[protected]@gmail.com> Date: 20 December 2013 23:35 Subject: Fwd: Refund order no. 33049964 To: vacations <[protected]@bagittoday.com> Mr Asheet, I hope you are doing great and if you can recollect, my compliant has been forwarded to the concerned department almost thrice by now based on your mail trail. CAN I GET A RESPONSE FROM THE SO CALLED CONCERNED DEPARTMENT??? ELSE, GIVE ME CLARITY ON THE STATUS OF MY COMPLIANT, SO THAT I CAN DECIDE ON THE FUTURE COURSE OF ACTION. I AM VERY MUCH INCLINED TO TAKE UP THE MATTER TO THE CONSUMER COURT, SINCE THIS IS MY DAILY ROUTINE FOR MOST OF MY CLIENTS, INTERESTINGLY, THIS TIME I WILL BE DOING IT FOR MYSELF. PLEASE RESPOND AT THE EARLIEST. REGARDS, Narender Ph: [protected] [protected] Forwarded message[protected] From: Narender Reddy Pannala <[protected]@gmail.com> Date: 3 December 2013 01:35 Subject: Re: Refund order no. 33049964 To: vacations <[protected]@bagittoday.com> I am waiting for a reply from the so called customer care executive. Can someone reply??? On 29 November 2013 20:32, Narender Reddy Pannala <[protected]@gmail.com> wrote: I am waiting for a reply and refund of my money. Can this be escalated to the right person with proper responsibility. Else, I will be forced to move legally on this issue. Regards, Narender On 28 November 2013 17:22, Narender Reddy Pannala <[protected]@gmail.com> wrote: Can I expect a reply to my compliant??? On 23 November 2013 13:32, Narender Reddy Pannala <[protected]@gmail.com> wrote: Mr. Asheet, I think you can read english properly and are well educated to understand my concern. CAN I UNDERSTAND ONE THING, IF YOU HAVE COMMITMENT TOWARDS A THIRD PARTY LIKE YATRA, WHY THERE IS NO SUCH COMMITMENT TO CUSTOMERS WHO PAID MONEY. WHAT DO YOUR TEAM THINK, MONEY IS MONEY FOR EVERYONE, NOT ONLY FOR BAG IT TODAY. I AM NOT BOTHERED ABOUT YOUR PARTNER, I AM WORRIED ABOUT MY MONEY WHICH HAS BEEN TAKEN AWAY WITH FALSE PROMISES. IT LOOKS LIKE THERE IS A CUSTOMER CARE TO SELL THE PRODUCT WHICH TO THE CUSTOMER WHICH CANNOT BE SERVICED/ DELIVERED TO THE CUSTOMER, ALSO THERE IS A CUSTOMER CARE WHO JUST RESPONSES WITHOUT READING PROPERLY AND UNDERSTANDING THE CONCERN WITH ONE WORD 'YOUR MONEY CANT BE REFUNDED". IS IT NOT CALLED CHEATING IN SIMPLE LANGUAGE. Please read the mailing trail and respond properly to my compliant. Who has verified the order and where is it written that there is a order verification process and once the same is verified through a "SAID" process it cant be cancelled. You are just wasting your and my valuable time in writing to and fro mails. Then why the you wrote that the mail has been forwarded to the concerned department and will revert about ten days back. Please read throughly before responding. I am totally disappointed with the the BAGITTODAY and its CC works. Anyhow, its your problem and you will realise that the no business have survived without proper customer service and customer care. This is going to be proved in your case again as already there is so much negative talk about bag it today in the market about these worst practices of cheating customers. I have no worries about your company and its survival, all i am saying is please refund back my money. IF YOU ARE NOT THE RIGHT PERSON TO DEAL WITH IT, PLEAS ESCALATE TO THE NEXT LEVEL PERSON. DONT EAT MY TIME IF YOU HAVENOT HAD YOUR FOOD. THANKS FOR UNDERSTANDING. HOPE YOU UNDERSTAND THINGS CORRECTLY THIS TIME AND DO THE NEEDFUL. I AM READY TO TAKE THE ISSUE LEGALLY IF I AM GETTING THE SAME NON-SENSE AS A REPLY. PLEASE RESPOND. Regards, Narender On 23 November 2013 13:22, vacations <[protected]@bagittoday.com> wrote: Dear sir, This is a mail regarding to the order no – 33049964 related to the concern of cancellation. We already told you that order is non cancellable and your details regarding to the order is already shared with the yatra department. Every time we are telling you that you can’t get your order cancel once it is verified. Regards Asheet Kumar From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 22 November 2013 18:17 To: vacations Subject: RE: Refund order no. 33049964 Mr. Asheet I don't understand why you and your team are beating around the bush. Who is your client. With whom who have share the details. Last week you said you have forwarded to the concerned department. Now what you have been writing does not make sense to me. As I said I need the money back at any cost and do not want to listen to any non sense over mails. As I said if you are not the right person, please escalate it to the right person. Don't waste my valuable time. I hope you understand. Regards On Nov 22, 2013 9:35 AM, "vacations" <[protected]@bagittoday.com> wrote: Dear Pannala, This a mail regarding to your order no –33049964 Your order details has been shared with our client on 9-sep-2013 You can contact with the yatra department on this number –[protected] and confirmed your booking related to your order. Now we are unable to cancel this package. Please accept our sincere apologies for the inconvenience caused to you. Thanks Regards Asheet kumar Executive-customer care From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 22 November 2013 14:53 To: vacations Subject: Re: Refund order no. 33049964 Mr. Asheet Kumar, I think it been more than a week since I am waiting for a reply from your concerned department. Can I expect a reply for my mail. Regards, Narender On 13 November 2013 16:21, vacations <[protected]@bagittoday.com> wrote: Dear Mr. Pannala, This is with the reference to your email about mis commitment. Please accept our sincere apologies for the inconvenience caused to you. We would like to inform you we have forwarded your matter to the concerned department to get your issue resolved at the earliest. We request you to kindly allow us some time to resolve the matter. Hope you will bear with us in the interim. Please feel free to call for any other assistance or clarification. Assuring you of best possible service always. Kindly always mention your order no[protected] for further future correspondence. Regards, Asheet kumar Executive-customer care Note: In case of any query not related to the discussion in above e-mail should kindly be emailed to [protected]@bagittoday.com or call us on[protected] From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 13 November 2013 14:30 To: vacations Subject: RE: Refund order no. 33049964 Asheet I again reiterate that don't just reply for the sake of replying. If you are not the right person at the right level to deal with the issue, please don't reply back, escalate it to the right person. I don't want a one liner answer saying my money can't be refunded. It's my money and I have every right to get it back when you don't have the ability and intention to service the customer. You people are just making money with false promises which are never true. Show me a valid document where it was said that money can't be refunded. I have been told by the customer care over call that the refund process will be initiated and has requested to drop a mail on this id. I have dealt many cases like such where companies like you cheat customers with false promises. I can take this matter to the extent possible to get my money back. I have handled many of such cases for my customers. Please confirm back the status with right person in the loop so that I can take the issue LEGALLY THROUGH THE RIGHT CHANNEL On Nov 13, 2013 1:47 PM, "vacations" <[protected]@bagittoday.com> wrote: Dear Sir, We can’t refund the amount regarding to your order. Regards, Asheet Kumar From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 12 November 2013 20:02 To: vacations Subject: RE: Refund order no. 33049964 Further i could recollect having read the terms and conditions of this travel voucher. There is no mention about the non refundable and non cancellable condition. Please understand that you cannot sustain in the long run without proper customer service. Further don't cheat the customers with false promises when you do not have the ability to do so. It is purely cheating and eating away the hard earned money of customers. I only want my money back and could take the matter to the extent possible. I cannot tolerate such things and have spent hell lot or time on this issue. Please escalate the matter to the right person and ensure to process my refund at the earliest. Thanks in advance. On Nov 12, 2013 7:28 PM, "Narender Reddy Pannala" <[protected]@gmail.com> wrote: I don't remember having confirmed that the order is non refundable or non cancellable. Can you please help me with reference or the documents where it was mentioned as non cancellable or non refundable. It would be of great help. However please appreciate the fact that you have the worst among the worst customer service in India. On Nov 12, 2013 6:21 PM, "vacations" <[protected]@bagittoday.com> wrote: Dear Mr. Pannala, This is with the reference to your email regarding your concern. Please accept our apologies for the inconvenience caused to you. We regret to know that you would like to cancel your order. As per our process, we do arrange a verification call to the customers giving them all the required information/T&C’s regarding their orders, E.g. order details in terms of order value and related items, customer’s mailing address and delivery window etc. In case, a customer is not satisfied with any of the conditions, he is free is get the cancellation of the order during the verification call itself. We have investigated your complaint and found that, your order is thoroughly verified order during our verification process and it was informed to you that the package is non cancellable and non refundable. Therefore, we are unable to process your order for refund. Please feel free for any other assistance or clarification Assuring you of best possible service always. Regards, Asheet kumar Executive-customer care Bagittoday Please quote your Order No.[protected] For further future correspondence. Note: In case of any query not related to the discussion in above e-mail should kindly be emailed to [protected]@bagittoday.com or call us on[protected] From: Narender Reddy Pannala [mailto:[protected]@gmail.com] Sent: 12 November 2013 10:37 To: vacations; Response (BagItToday) Subject: Fwd: Refund order no. 33049964 CAN I EXPECT SOMEONE TO REPLY TO MY REQUEST. ELSE I WOULD BE FORCED TO TAKE THINGS LEGALLY AGAINST BAG IT TODAY AND YATRA. [protected] Forwarded message[protected] From: Narender Reddy Pannala <[protected]@gmail.com> Date: 5 November 2013 14:25 Subject: Fwd: Refund order no. 33049964 To: [protected]@bagittoday.com, Bag It Today Concierge <[protected]@bagittoday.com> Can i expect a reply/ response to my mail. When can i expect my money credited back to my account. [protected] Forwarded message[protected] From: Narender Reddy Pannala <[protected]@gmail.com> Date: 31 October 2013 17:51 Subject: Refund order no. 33049964 To: [protected]@bagittoday.com Dear Bag It Today Team, I have booked Bag It Today and Yatra buy one and get one travel package for Rs. 3, 999 in June 2013 upon being pressurrised by the customer executive detailing the benefits. I have received confirmation for the same and a mail has been received with details of booking ID and order number. I have placed the order for one package by paying Rs. 499 at the link send on 27 August 2013 for my travel booking. I have received a mail confirming that "the Yatra team will confirm my booking in two to three days". I have not opted for the second package as I have lost trust in Bag It Today since the first package has not been processed. I did not dare to loose additional money of Rs. 499 after seeing the worst customer service. The order for the second and free package has been sent upon writing 10's of mails to the team and endless calls only in September 2013 As a customer, I am totally disappointed with the way the customer care service works at Bag it today. Sheer negligence in serving customers. The CCE asks to dial the contact number of yatra Yatra Customer care[protected]. However, this doesnt work. We are put on hold for couple of minutes and the call gets hang up automatically. After connecting to this number with great difficulty in 20-30 attempts, the CCE asked to wait for some time so that he can get the package confirmed. However, this did not work, i tried reaching the CCE thrice just to realise that he could be of no help instead asked to contact yatra number at[protected]. The CCE promised for a call back in half an hour. No one called back. The next time when i connect on this number, the CCE is very adamant and rude that he disconnected the call and says to get the refund at Bagit today. The team might be busy with selling your products without looking at customer service. SURPRISED TO SEE NO ESCALATION MATRIX AND THE FRONT END CCE IS THE ONLY POINT OF CONTACT FOR CUSTOMER. WHAT IF THE CUSTOMER IS NOT HAPPY WITH THE COMPLAINT RESOLUTION. WHOM DOES A CUSTOMER CONTACT IF THE COMPLIANT/ QUERY IS NOT RESOLVED ON TIME. I have raised the complaints through my my account by logging into bag it today website, writing mails on [protected]@bagittoday.com. NO RESPONSE OR CALL BACK FROM THE CUSTOMER CARE TILL DATE. PLEASE REFUND BACK MY MONEY WHICH HAS BEEN PAID THREE MONTHS AGO AMOUNTING TO RS. 3, 999 AND 499 FOR PROCESSING FIRST HOLIDAY VOUCHER. I WANT MY MONEY TO BE REFUNDED AND AFTER SEEING THE KIND OF SERVICE BY YOUR TEAM, TOTALLY LOST FAITH, THE PRODUCT HAS NOT BEEN DELIVERED, AT THIS JUNCTURE I AM NOT IN A POSITION TO ACCEPT ANY SERVICES FROM YOUR TEAM. I ONLY LOOK FOR MY REFUND. PLEASE PROCESS RS. 4, 498 BACK TO MY CREDIT CARD ACCOUNT THROUGH WHICH THE PAYMENT HAS BEEN MADE.