[Resolved]  Homeshop18 — Replacement For Defective Product Not Being Processed

Address:

West Bengal

On May 2nd 2010, I ordered a Reebok Combo from the HS18 website. I received the product in about a week but the watch was defective. So I had to call up the call center for replacement processing but they gave me a wrong address for returning the product. Since I did not know that the address was incorrect, I scheduled the pickup with TNT who promptly picked up the package and delivered to Wespro Digital address in Mumbai on 14th May 2010. When I called up the call center to confim the next steps from my side, they told me that I would receive a call in 2 days time. No call came in a week and I called up to clarify. After three calls with different people in 4 or 5 days they realized the mistake and registered complaint number 4844612. They assured me that reverse pickup would be arranged to deliver the watch to Reebok and that I would receive my replacement within a few days. They also told me that I would get a call back within 48 hours with the status of processing. As I had come to expect of HS18 customer service, nobody called me and after following up multiple times, I was told that Reebok had received the defective watch and that I would get my replacement by 11 June. The committed day came and went but no watch was delivered. I called back again on Jun 12 and they told me that the watch wuld be dispatched on that day itself and I would receive it by 14th or 15th. But they failed to deliver yet again. And this time when I called back, they told me that Reebok had not received the watch yet so processing the replacement would take longer!!!
I wanted to escalate the issue but the customer service representative put me on hold for a while and then disconnected the call. When I called back again, they told me that all managers /TLs were out for dinner!!!! I need to call back tomorrow morning to sort the issue.

Even at this time I do not know the correct status and am waiting to receive the replacement. This is pathetic servive from HomeShop18. I am definitely not going to buy from them again, but am looking for ways to understand how I can get the watch that I already payed for a month ago.

-Bivas