It is with great distress that we have to report unprofessional behaviour and unprofessional approach from your executives and field staff.
A brief count of facts -
1) We ordered our regular grocery from D Mart like we have been doing on multiple prior occasions and request for delivery slot of 0730 to 0930 hours on Saturday 29.07.2023
2) We use the app for our order and do online patent like we have been ding always
3) Upon receiving the message that the delivery cannot be completed in the requested slot and shall be done at about 1 PM - we call the call center to express our inability to take delivery at the messaged time of 1300 hrs. to our dismay we are informed by the executive that the call center has no way to contact the delivery person - however Ms Jabeena the executive states that she shall put out a message that the delivery should be done between 1700 and 1900 hours.
4) We are further told by Ms Jabeena that if the person comes to deliver and finds the premises locked or inaccessible then the person shall automatically return back. We inform Ms Jabeena that our Octogenerian senior citizen mother is at the premises but she would not be in a position to take the delivery. Ms Jabeena said that the delivery person cannot be contacted but she shall put out a message.
Now the question is - Is your system so in efficient that your call center people cannot get in touch with your delivery person or partner ??
This also raises serious security issues with regards to a reputed company such as yours - as any intoward incidents cannot be traced effectively by your company and lapses if any would not be traceable in real time and there is likely to a significant time lapse before the deficient episode could be traced and corrected. Summarily we have started losing faith in a reputed company like yours
5) So accordingly we instruct our mother not to take the delivery. But much to our dismay the delivery person lands around 1330 hrs at our premises. Our mother contacts us while we are busy seeing patients in our hospital. We tell our mother to ask the person to come later. The delivery person requests our mother to allow him to just keep the boxes and tells her that he shall come later to unload the boxes. He pleads forcefully. Our mother allows him to keep the boxes in side our premises. We view this as unprofessional behaviour as your company people do not want to heed the request of the customer and wants to do what suits them. Another thing that is evident is that your call center has been unable to forward our request for change in delivery time. Which raises an important question that despite a time lapse of 3 hours plus your call center is unable to communicate with the field staff.
Would it be right to trust a reputed company like your for this serious time lapse issues ?? How will working professionals spare time to adjust to the inefficient co ordination and the idiosyncracies of people working in such fashion ??
6) We reach home from our hospital and are disgusted to note how the stuff has been dumped by your delivery person. We contact the call center and are assured that the delivery person shall come by 1700 hrs to unload the boxes.
7) The delivery person does not come till 6.30 or so and since we have to reach back to our hospital for our professional work by 1900 hrs we decide to unpack the boxes ourselves. The main reason being that the order also contains food items that need maintanence of cold chain for effective storage - like paneer, etc.. While unloading we find that the packet of liquid hand wash has burst in the box and has damaged all goods contained in the box. The goods in the box are damaged and un usable. Hence we have no option but to call the call center again. This time some gentle man answers the phone and he asks us to wait while he contacts the delivery person. Now we are surprised as earlier we were told by Ms Jabeena that the delivery person cannot be contacted. So while we are on hold the call center contacts the delivery person who has apparently reached the warehouse. the call center person informs the delivery guy of the lapse. The call center person tells us that the delivery person shall come next day - Sunday and sort out the issue. Which makes us think what about the perishables which need cold chain ?? We are also tld that we need to book 2 complaints - one for damaged goods and other for improper delivery. And we are asked whether we want to return the entire order ?? Being doctors we know the importance of cold chain and wonder whether your guys will just pick up the order and deliver the same perishables to other without batting an eyelid. Which made us also wonder whether we have been delivered items which need cold chain beyond the limits of cold chain. We thought we must not add faulty items to someone else and tell the person about all this..for which obviously there is no answer as perhaps your company has not envisaged such serious lapses and issues. So we tell the person to just take back the faulty box. And we book two complaints with two complaint numbers.
8) After the call is over we are shocked to get a message that the delivery of our order has been successfully completed. Now this was like rubbing salt on an open wound. We started wondering about the professionalism and ethics of your company and how all these lapses can lead to health issues - since D Mart deals in substantial quantity of food items and groceries. And to think of it - We have been using D Mart for our family since many years.
9) Come Sunday 30.07.2023 - the next day - there is no response from your end. We contact the call center again. We are given vague answers. Our request to speak to senior is answered with - someone shall call us back in 2 hours. Needless to say no senior has contacted us till the time of writing this email. The lady - tells us that the issue shall be resolved in one working day from 30.07.2023. Needless to say the issue is still unresolved.
10) Come Monday - 31.07.2023 - we contact the call center and ask that the boxes be removed - agai Ms Sabina Ansari gives us vague answers. We request to speak to senior. No senior is there to take call. We had called at around 1030 hours - and till 1530 hours no one has contacted us. It is very evident that no one really cares for a customer who has been troubled by unprofessional and forceful behaviour from your company. The box crates are lying at our premises and the good continue to soak in the spilled hand wash...we have no idea when our trouble shall end. Does your company endorse such unprofessional and forceful behaviour. Can well placed professionals afford so much of professional time to resolve such a small matter ?? Should any customer be subjected to such mis treatment ?? Is there no damage control team in the company to take care of these issues ??
The entire experience has been so unprofessional and unpleasant.
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