[Resolved]  Clarks India — No delivery of online order after 10 days, lack of customer service and professionalism

Address:

Bangalore, Karnataka

I ordered a pair of Clarks shoes online from their official website on Fri 19th Sep, 2013 and they promised to deliver the parcel within 7 days. Today is 30th Sep and my parcel is still flying from one DTDC office to another. Infact, it even flew back to Delhi after a short stay in the Bangalore warehouses/ offices and in the hands of Bangalore DTDC guys. Still unsure when am I going to receive my order!!??? I had clearly written the shipment address in my order as my 'office address' acknowledging the fact that the courier guy might turn up on a weekday and in the daytime.However, on the following Wednesday, I got a call from a DTDC delivery guy around 4 PM telling me that he was coming to deliver my parcel to my HOME ADDRESS (which was clearly mentioned as 'billing address' in my order. I told him that I was not available there and if he still wanted to deliver there, I would be available around 5:45 PM/6 PM. He told me that no delivery is done after 5 PM. Moreoever, I asked him why was he delivering to my home address so he told me that that was the address mentioned as 'consignee's address' on the parcel. There was no mention of my office address and he was not supposed to deliver to any other address. The next day I got a call from another DTDC guy (this time from Delhi) who again asked me about my availability and I told him clearly that the home address is not my shipment address. So he told me that Clarks gave them the incorrect details and in their communication, it was my 'billing address' given as my consignee address. After this I called up Clarks Helpdesk and checked with them. The lady there admitted the fact the shipment address given by Clarks to DTDC was incorrect. And I should have gotten the parcel at my offcie address. She said that she was gonna rectify the address and instruct DTDC accordingly. Another day went by and I didn't get any call from Clarks or DTDC. On Fri, I went to a DTDC office near my house and the guy told me that the parcel will be given to me on Saturday. I refused to this proposition because as per order the order should have been delivered to my office address. Moreover, I did not get any call from them on Sat. Today morning (30th Sep 2013), I tracked the order on DTDC's website and came to know that my parcel was sent back from Bangalore to Delhi on Thursday Sep 26th (Reason: Recipient not available). I am wondering how did the DTDC guy promise to deliver the parcel on Sat 28th Sep to my home while the parcel had already reached DTDC Rohtak franchisee on Sep 28th at 11:27 AM??? Apparently, as per the tracking system, my parcel has left Delhi again (Sat 28th Sep 06:07 AM) and is expected to arrive somewhere in this big world???? Don't know where???!!! During this whole process (still unaccomplished, still my shoes are flying), I have been calling Clarks a number of times because they never call up and tell the status. I just called them again today and the lady over there directly asked me if she should cancel the order and refund. I told her that I ordered the shoes because I wanted them. And, she didnot even admit until I insisted her that the mistake lied at Clarks' side. She obviously put the blame on the Warehouse team. 10 days have passed since I placed the order and not even once did Clarks team called me up to explain the delay or the mess going around with them and DTDC. They (Clarks) did not even reply to my email sent last Thursday) I am hoping that I get the shoes today otherwise, I would be forced to cancel the order because I am travelling to my hometown on 2nd Oct morning and will be back in town only on 20th Oct . Honestly speaking, Clarks' order delivery process can be summed up in these words: 1. Unprofessional 2. Irresponsible 3. Lack of customer care Along with Clarks, DTDC too showed the following traits: 1. Poor supply chain management 2. Lack of customer care 3. Untrained staff Thanks Best regards, Itayin Bangalore ************************************************************************* See where my shoes have been travelling since their arrival at Bangalore on 25th Sep: Wednesday, September 25, 2013 MADIWALA MASTER FRANCHISEE, BANGALORE 12:00 AM Thursday, September 26, 2013 Shipment Returned from DTDC Local Facility MADIWALA MASTER FRANCHISEE, BANGALORE 04:22 PM Shipment Returned due to RECEIVER NOT AVAILABLE Friday, September 27, 2013 Processed & Dispatched from DTDC APEX BANGALORE SURFACE APEX, BANGALORE 03:00 AM Saturday, September 28, 2013 Shipment RTO in Transit ROHTAK SUPER FRANCHISEE, ROHTAK 11:27 AM RTO dispatched for Delivery ROHTAK SUPER FRANCHISEE, ROHTAK 11:28 AM Processed & Dispatched from DTDC APEX DELHI APEX, DELHI 06:07 AM ********************************************************************************