[Resolved]  Naaptol — Faulty products delivered and very bad on response

Address:

Fatehabad, Haryana

We had placed an order with Naaptol. The order was for a sewing machine. We got the machine which is full of rust. As a customer of an online sales company, we wanted to return the products, as the experience is very bad.

Since last one month, we are struggling and writing mails to company, but no body has bothered to solve our problem. If NAAPTOL is giving such a treatment to its clients, i think the clients will stop believing in this company and stop buying product from this company.

A snapshot of mails exchanged is given below:



Awaiting a reply from you. We are really repenting for starting a dealing with you.


Please respond.




From: "Naresh Arora"<arora.[protected]@rediffmail.com>
Sent: Sat, 26 Jan 2013 22:09:21
To: "Divya Susai"<divya.[protected]@naaptol.com>,"ceo "<[protected]@naaptol.com>
Subject: Re: Order number 5670515

I think you dont read my mails. In my two mails sent to you on 14th January, Monday at 8.33 pm and on Wed, 16 Jan 2013 19:09:40, i have clearly mentioned that we dont have any service of Blud Dart in Fatehabad. The nearest office of blue dart is 250 KM from here. Do you think, one will travel 250 Kilometers to courier a product, for which i dont have any fault.


I again request you to go through my these two mails.


I am being harassed by you people on this. I am writing mails to you on this matter, saying that we dont have any service of blue dart courier available in Fatehabad and again getting mails from your side to send the products through blue dart.


Please dont harass the innocent client. Doing so again and again, and harassing me again on this matter will push me to go to consumer court and you will be responsible for this.


I am keeping a copy of this mail in my records and will be forced to go to consumer court, if a resolution is not provided now.


Renu Munjal

From: "Divya Susai" <divya.[protected]@naaptol.com>
Sent: Sat, 26 Jan 2013 11:24:51
To: <arora.[protected]@rediffmail.com>
Subject: Order number 5670515

Dear Ms.Renu,

As per conversation with you we have already informed you please visit your nearest blue dart office and and send the whole product to the below Delhi warehouse address:

Also, provide the centralized A/c # 113260. Mode: DP to the logistics. You will not have to pay any courier charges for the same and if asked for the value of the order at the counter, kindly mention a value below Rs 1000 (as the order is defective does not hold any commercial value)

Also after dispatching the product write back to us with Courier details to take further action.

Awaiting your revert.



Thanks & Regards,
Divya Susai
Asst. Mgr- Web Care
Naaptol Online Shopping Pvt. Ltd







From: arora.[protected]@rediffmail.com [mailto:arora.[protected]@rediffmail.com]
Sent: 26 January 2013 10:04
To: Divya Susai; ceo
Cc: [protected]@alpharadios.com; [protected]@alpharadios.com
Subject: Re: Order number 5670515



Still, there is no response from you. We are holding the products. Please respond, how do we return these faulty products to you. We want our money, which we have paid against this faulty sewing machine, which is rusty.



Regds.



Renu Munjal




From: "Naresh Arora"<arora.[protected]@rediffmail.com>
Sent: Thu, 17 Jan 2013 19:08:57
To: "Divya Susai"<divya.[protected]@naaptol.com>,"ceo"<[protected]@naaptol.com>
Cc: "[protected]@alpharadios.com"<[protected]@alpharadios.com>,"[protected]@al...⇄
Subject: Re: Order number 5670515

We are waiting for a reply from you. Please response, otherwise we will look for other alternatives.



A copy of this mail is kept with us for our records, for further actions.

From: "Naresh Arora"<arora.[protected]@rediffmail.com>
Sent: Wed, 16 Jan 2013 19:09:40
To: "Divya Susai "<divya.[protected]@naaptol.com>,"ceo "<[protected]@naaptol.com>
Cc: "[protected]@alpharadios.com"<[protected]@alpharadios.com>,"[protected]@al...⇄
Subject: Re: Order number 5670515

Dear Divya,



I think you have not read my mail which i sent to you as reply of your mail. Or you have read the mail and have deliberately chosen to ignore that mail.



I had sent a mail to you on 14th January, Monday at 8.33 pm. In which i had clearly mentioned that in Fatehabad, we dont have any service of blue dart courier. The nearest station of service, as per blue dart website, is in Panipat. Which is around 250 kilometers from Fatehabad. So we cant sent it to you through blue dart. Please provide an alternative solution.



Secondly, we dont want any kind of replacement of this product, as we have been cheated at the first instance itself. As a customer of online selling company, we want to return the product and want a refund of our money.



I am attached the mail sent to you on 14th.



Further please note i am keeping a record of all the mails sent to you, in this regard. These mails will be used at an appropriate time.



More delay in this regard will force me to go to consumer court, consumer protection websites and consumer protection programme in media like 'Pehredaar'.





Renu Munjal
From: Divya Susai <divya.[protected]@naaptol.com>
Sent: Wed, 16 Jan 2013 16:20:16
To: arora.[protected]@rediffmail.com
Cc: [protected]@alpharadios.com, [protected]@alpharadios.com
Subject: Order number 5670515

Dear Ms.Renu,

We have still not received defective product to Delhi warehouse for replacement

Request you to kindly send back the product to Delhi address and write back to us with the courier details to take further action.

Awaiting your revert.

Thanks & Regards,
Divya Susai
Asst. Mgr- Web Care
Naaptol Online Shopping Pvt. Ltd



On 1/14/2013 4:46 PM, Ankit- Alpha Radios wrote:

Dear Sir ,



We are sorry to note that the item that you have received delivery through the order no – 5670515 is found not working product. This is a very rare and unfortunate case and we apologize for the same.



We request you to kindly send the item back to our warehouse within 7 working days mentioning the order number on the packet.



* Items are to be returned with all accessories and original packaging.
* Careful attention is to be given with the packing of the product to avoid damage during transit.



Kindly do note the above two points are to be strictly adhered to so that we may process with a Replacement.



We would request you visit your nearest Blue Dart office and send the whole product to the below mentioned address:



Service ware Houses

Khasra no.386,

Gali no.2, A Block, Mahipalpur Ext.,

New delhi-110037.



Also, provide the centralized A/c # 113260. Mode: DP to the logistics. You will not have to pay any courier charges for the same and if asked for the value of the order at the counter, kindly mention a value below Rs 1000 (as the order is defective does not hold any commercial value)



On the back cover of packing request you to add your name and complete address, along with Naaptol order no [5670515] and your mobile/ landline no for easy identification and further processing.



Please put the copy of print label/ invoice/delivery challan received by you (copy) inside the box along with a note stating the details of defect.



Kindly write us back with the AWB #

It would take 4 to 5 days for the product to reach us, & post that we would send your product.

Request your patience in the interim.





Thanks & Regards.

Ankit Insha



From: Divya Susai [mailto:divya.[protected]@naaptol.com]
Sent: Monday, January 14, 2013 3:17 PM
To: arora.[protected]@rediffmail.com; [protected]@alpharadios.com; [protected]@alpharadios.com; [protected]@voxmobiles.com; [protected]@voxmobiles.com; Ankit.[protected]@gmail.com; [protected]@voxmobiles.com; [protected]@voxmobiles.com
Cc: [protected]@alpharadios.com; saurabh.[protected]@alpharadios.com
Subject: Order number 5670515



Dear Ms.Renu,

Thank you for writing to Naaptol, we had received your escalation from our CEO.

As per our telephonic conversation, firstly please accept my apologies for the inconvenience caused to you.

We are extremely sorry that the product received by you is not in proper working condition. Although we try our level best to ensure our valued customer gets the best products.

We are diverting your complaint to ALPHA Radio the seller as your product is under manufacturing warranty.

Alpha radios

1900, Chandni Chowk,

Opp. Seeshgunj Gurdwara,

Delhi -110006

Email Support : ankit.[protected]@gmail.com; [protected]@alpharadios.com
Contact no:[protected]/45530 14/4573232,4553010

Contact persons- Ankit,/Nitin

ALPHA Radio will contact u within 48 working hours. If they fail to contact within 48 working hours, please write us back, so we can further take appropriate action to resolve your issue.

Once again we regret for the inconvenience caused to you.

We request your patience in the interim.



Regards,

Divya Susai| Asst.Mgr – Web Customer Care| Naaptol Online Shopping Pvt. Ltd|
Email- divya.[protected]@naaptol.com| www.naaptol.com|



----- Original Message -----

From: Naresh Arora

To: [protected]@naaptol.com" >[protected]@naaptol.com ; [protected]@naaptol.com" >[protected]@naaptol.com ; [protected]@naaptol.com" >[protected]@naaptol.com ; [protected]@naaptol.com" >[protected]@naaptol.com ; [protected]@naaptol.com" >[protected]@naaptol.com

Sent: Sunday, January 13, 2013 11:46 AM

Subject: Faulty product received - refund needed - order number 5670515



Dear Mr. CEO/ MD/ Customer care officer,



We had ordered the product called Mini Sewing Machine from you through the order number 5670515 Dated 27.12.2012. This product is bearing rust and is not in a working condition.



We were told that if the product has any fault, we can return the product also. Now today when we called up your customer care number for return of the product, the reply was not at all satisfying. We are feeling cheated and defrauded by Naaptol.



This is not our first order from online marketing websites. We are regular clients of Flipcart and Star CJ. While this is our first experience with Naaptol, which has turned to be so bad, that we cant even think of ordering again from Naaptol.



I want the products to be immediately picked from our address and refund to be immediately processed. Since, in case of online websites, the client doesnt have the priviledge of physically checking the product, the customer always have a right to get the refund in case of faulty product. The other websites provide this facility. I myself have got refund from Star CJ, once i got faulty shoes from them.



Please get the products picked from our address on immediate basis and process the refund of this product on immediate basis. Failing this, i shall be forced to take other course of actions, available to me, as a consumer, especially as a customer of online marketing, where physical examination of product is not possible.



I shall wait for your revert on this as early as possible.



Also, Your customer care executive should be capable of handling customer complaints, rather than increasing customer problems.



Thanks



Renu Munjal