[Resolved]  Gati.com — Lies, Delay and Lack of Transparency

We couriered a 15-Kg parcel through Choice International, Guangzhou (China) to our Consignee in Mumbai on 20-May that was routed through Gati.com's Tracking No.[protected].

Upon the Consignee's on complaint of non-receipt of parcel, we checked on Gati.com and found the status as under:

27-MAY-2010 08:57 Mumbai South Undelivered due to OCTROI PAYMENT NOT READY
25-MAY-2010 10:15 Mumbai South Undelivered due to OCTROI PAYMENT NOT READY

We called their almost non-existent Customer Care and were told that the parcel has been withheld owing to non-payment of Octroi and were asked to call [protected] and check the exact details. The guy informed that they went to the Consignee's address and could not deliver since the payment of Customs Duty - not Octroi was - not ready at the Consignee. This was proved to be a BIG LIE since no one from Gati.com neither visited the Consignee's address nor even made a call to the Consignee.

When we asked the details of Customs Duty levied on the Parcel - since it contained all samples and printed Catalogues, we were given another number [protected].

Unfortunately, the Phone was either out of range or no one answered the phone or called back.

No one called the Consignee for one week while tracking status posted on their portal was nothing but a LIE. Perhaps, the courier took the time to have fun rather than visiting the Consignee and mis-informed the office which, in turn, posted the status without bothering to call the Consignee and verify the actual ground situation.

Our complaints to the non-existent Customer Care Dept finally ended the client's misery as he was handed over the parcel almost 9-10 days after it arrived in Mumbai after payment of Rs 11XX as Customs Duty, once again against their own receipt, not official receipt from the Customs Dept.

However, there is no explanation from Gati.com till this date as to why misleading information was posted under tracking of the AWB, why no one called the Consignee for over one week after the parcel arrived in Gati.com's Mumbai hub, nor is any exaplnation given or copy of receipt from the Customs Department emailed to us.

Gati seems to be poorly managed, unprofessional Courier service that has lost its glory of speedy, efficient service giving impression that Gati.com has transformed into Dheeli.com and is resoting to tactics to fatten the balance sheet with Other Income.