Clarks — Wrong product delivered

Address:

New Delhi, Delhi, 110075

2 pairs of shoes 'susie deva' ordered were wrongly delivered by clarks against an on line order on n around 30th July . I informed customer care headed by Sakshi n hv been daily sending them mails n reminders for picking up wrong product delivered n refund of money. They asked me to share pics which was also done. Now they r not picking up the wrong product n asking me to courier the shoes to them. Sakshi who heads the customer care is good for nothing. Other than speaking in accented English she knows no work. Clarks customer care n service falls short of their brand name. Hope the company starts to invest in their customer care team as much as they do on their styles n product.
Now why shld I be couriering them the pcs. Since the mistake is from their end, they need to be rectifying it. They hv stopped responding to mails n their customer care nos r never answered. I need complete refund of my money. Sharing trail mail correspondence with team clarks as below.


Sent from my iPhone

On 09-Aug-2016, at 8:19 pm, Geetika Gupta wrote:

Team Clarks/ Sakshi!!! Where is my refund???? [censored] guys hibernating?!??? Extremely poor show of customer service. Bloody at least bother to respond. I want my refund immediately.

Sent from my iPhone

On 08-Aug-2016, at 1:56 pm, Geetika Gupta wrote:

Guys r u sleeping? Yr phone is as usual not being answered n neither do u bother to call back!!

Sent from my iPhone

On 08-Aug-2016, at 12:49 pm, Geetika Gupta wrote:

I expect to hear from u in the next half an hour.

Sent from my iPhone

On 08-Aug-2016, at 12:30 pm, Geetika Gupta wrote:

What nonsense is this????? I cannot dispatch the goods. This is yr responsibility. U pick up or u do not pick up the shoes, bloody refund my money. U guys r cheating us!!! Yr phones r never answered. Wonder what is happening at clarks . I do not want yr shoes. If yr courier partners hv changes ms so also your terms with them, that is yr problem and as a consumer I shld not be made to suffer. I am gonna put this up all over on the social media. U guys r fooling customers. It's gonna be a month n u his hv to chases n reminded . Only hope ur cytomegalovirus care matches yr brand name. Yr service sadly falls short of yr brand.
Kindly refund my money immdtly. I hv paid for something that is of no use to me.

Sent from my iPhone

On 06-Aug-2016, at 10:13 pm, Customer Care wrote:

Dear Geetika,

We would request you to please send the pair at the address below as we no longer have tie up with the Go-Javas courier services for the pickup.
Also our new courier partner is not yet providing the pickup services.

Ruchika
Clarks Future Footwear Ltd,
Plot no-82, Sec-32
Gurgaon-122001
phone:[protected].

Once we receive the pair, we will send you the correct pair in exchange.

Clarks Customer Service!
T[protected]| e- customer.[protected]@clarks.in
http://www.clarks.in/

From: "Geetika Gupta"
To: "Customer Care"
Sent: Thursday, August 4, 2016 8:31:27 PM
Subject: Re: Clarks Order Has Been Dispatched!

Cd u pls bother to respond?

Sent from my iPhone

On 04-Aug-2016, at 7:22 am, Geetika Gupta wrote:

Sharing images. Hope u believe now.

Sent from my iPhone

On 02-Aug-2016, at 10:57 pm, Customer Care wrote:

Dear Geetika,

We would request you to please share the pictures of the pair received by you.
We will be happy to look into this for you.

Clarks Customer Service!
T[protected]| e- customer.[protected]@clarks.in
http://www.clarks.in/


From: "Geetika Gupta"
To: "customer care", "customer.[protected]@clarks.in"
Sent: Tuesday, August 2, 2016 8:39:08 PM
Subject: Re: Clarks Order Has Been Dispatched!

This is my third reminder in succession. Cd u please bother to respond n initiate action.

Sent from my iPhone

On 01-Aug-2016, at 8:35 pm, Geetika Gupta wrote:

Team Clarks!! Please take ownership.

Sent from my iPhone

On 31-Jul-2016, at 9:31 am, Geetika Gupta wrote:

Guys, this is ridiculous . U hv sent me sharna balcony I/o susie deva.

Sent from my iPhone

On 30-Jul-2016, at 11:02 pm, Geetika Gupta wrote:

The shoes hv tattered straps n seem to be used worn pair. Do not want torn shoes. Pls initiate return.

Sent from my iPhone

On 26-Jul-2016, at 6:26 pm, customer care wrote:

Dispatch Details
Dear Geetika Gupta,

Your Order no: 4435402 has been dispatched.

It was great having you shop at www.clarks.in

The product/s you ordered have been dispatched. Please check the details and revert to us in case of a mistake:
Order Number
:
4435402
Order Date
:
7/24/2016
Payment Method
:
Online Payment
Shipping Mode
:
Standard
Sr No
Product Name
size
Variant-SKU
Unit price(in Rs. )
Quantity
Total Cost(in Rs. )
1
SUSIE DEVA BLACK COMBI SDE
5
[protected]
1799.[protected]
1
1894.[protected]
Courier details
:
Javas
Airway Bill number
:
DELCLKP146247
Dispatch Date
:
7/26/2016
Shipping Address

Geetika Gupta, B-904, happy home apartments, plot no 12a, sector 7, Dwarka, B-904, Happy HomeApartments, plot no 12a, sector7, Dwa, Delhi, Andaman And Nicobar Islands, 110075
Mob: 91-[protected]
Email: [protected]@yahoo.in

We request you to make note of this information for future reference.
Track your order here:
Javas: http://www.gojavas.com/index.html
DTDC: http://dtdc.com/index.asp
We would like to bring to your notice our courier services are located in the Haryana region which has been currently suffering from loss and overcoming the riots due to “Reservation Demand”.
Some areas are still not fully operational and that may cause the delay in delivery of the consignments.
We would request you to please co-operate with us and the delivery services while our delivery partners are trying to deliver the packages and clearing the back logs as soon as possible.
We are excited about your purchase at www.clarks.in and look forward to your continued patronage.
See you again at www.clarks.in.

For any order related queries, please call[protected] or email us at customer.[protected]@clarks.in

We assure you of best services at all times.

Warm Regards,
www.clarks.in Team

Note: You can track the status of your order in My Account section on www.clarks.in


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