[Resolved]  Delhivery — our expensive shipment stolen by shyplite partner delhivery courier no stolen proof yet

Address:

Mumbai City, Maharashtra

We would like to complaint against “Shyplite” Address: Nehru Place, Wolk, 40-41, Lower, New Delhi, Delhi 110019 and “Delhivery courier” Address: 7th Main Rd, Gangadhar Nagar, JP Nagar Phase 6, J. P. Nagar, Bengaluru, Karnataka 560078 and HO Address:Plot 5, Sector 44, Gurugram, Haryana - 122002 on following points:

Deficiency in service.
False commitment.
Mental harassment.
Loss we had to bare.

Details:
We had booked the shipment no.[protected] through Shyplite company with whom we have account on[protected] and Delhivery courier was assigned. The shipment was picked up by the delhivery courier boy from us on[protected]. As per the tracking details the shipment reached the destination and was "Out for Delivery" on[protected]. On the same day around 12:00pm our customer Lavanya (consignee) gets a call from the local Delhivery courier branch, that her product which was out for delivery was stolen. Our customer got panic and informed us immediately and then we called the number from which she got a call [protected]. We then contacted Shyplite with whom we have a account and informed them about this, they said they will check and get back. We also connected with Delhivery customer support and they asked us who informed you it is stolen?? It is out for delivery and with a delivery boy Sriram. Then we contacted on [protected] the number from which our customer got a call and spoke to Mr.Rafiq who was a branch manager there he said. I again cross checked with him and he told when their delivery boy was on field for delivery his bag was stolen and he said they are investigating and are going to lodge a complain. When I asked him then what about our product and what is going to happen in this case, he said you don’t worry if you will not get the product there will be a full refund of the product value given to you. I confirmed this point with him on this point twice. I just asked him to keep me posted on this case and hung up. Next day I again called Mr.Rafiq for update he said they have complained investigation is going on. I asked him for complaint copy for our records. He asked my email id to share me the copy and said he will save my number and update me after checking with higher authority. We waited for update and mail from Mr.Rafiq, Delhivery and Shyplite team till for a day. As there was no proper update on[protected] we again called Rafiq couple of times and we did not respond. Then we connected with Delhivery customer support and explained everything to them and asked what is going to happen now, the customer service representative also said you will get refund and then he said he is not right person and shared their client service contact details to connect pankaj.[protected]@delhivery.com & [protected]@delhivery.com and 3289742 - this number never got connected. Then I again tried calling branch manager Mr.Rafiq and he picked the call and shared the contact number [protected] of concerned person who is looking into this matter Mr.Yashwant Diwakar. I called this number and spoke to Mr.Yashwant he said their investigation is going on. I asked him for complaint copy for our company records and to share it with our customer. And I get to know they have not filed any complaint. I asked him then what investigation is going on without complaint?? He said it is their internal investigation, he is on leave will be back to office on Tuesday. I asked him in such cases what happens?? He said if we do not recover the product there will be a refund given to you. I again checked with him the amount and who will give he told me full value of the product will be refunded by client(Shyplite) to you. I asked him what is the TAT for this he said 32-72hrs. He said they will be filling complaint soon. I asked him to share the copy of the complaint once done he said will do that. And asked to check with Shyplite on this. Meanwhile, instead of making our customer wait for all this to be sorted, we decided to send a new product to her, so their won’t be any inconvenience to her and our customer service doesn’t get hampered. We booked another shipment via shyplite on[protected], which was picked up from us on[protected] and the same was delivered to her on[protected]. We then wrote a mail looping both Delhivery & shyplite on[protected] about the conversation we had with delhivery team concern person Mr.Yashwant, who is looking into this matter and asked then to speed up this process and give a proper update and a solution to us, because we need to understand if it is required for us to file a complaint regarding this. Both the team just sent a pre-defined draft and irrelevant response. They then said online tracking details is not updated since 4days for them to action and they tried calling our customer she did not respond. We replied to them our customer is a student and won’t be free to pick call always and what if the status is not updated, will you not take any action? We are making so much of effort time and pain to get contact details and connect with different people regarding this case and you are just wait for online tracking status to get updated. And looped Mr.Yashwant in the mail and called him, I informed him I contacted with Shyplite as said him, but there is no proper response from them. He said online status will be updated he does not have access to laptop at the moment. He shall go to the office tomorrow and update me and asked to call next day in the afternoon. The next day evening I called him up and he said they have filed a police complaint and have forwarded this to finance team everything is done from their side, now I will have to check and follow up with Shyplite. I thanked him for his help and said will follow up with Shyplite. When contacted shipmate they are telling us at the point that as per their policy they will refund only Rs.5000 and in 25-30days time. Till now we have been informed by everybody from Delhivery we spoke to since day 1 that we will get full refund of Rs.45987 and in 32-72hrs time and now this is all together a new story. We told them this is not a lost case this is a stolen case which was clearly been told to us by the courier company and also their was a commitment made of full refund to us since day one by all and the TAT given was 32-72hours. They were not ready to listen and help, so we cut the call. Then we received a mail from them to add them in a mail if any such thing was communicated by delhivery team. I again called Mr.Yashwant from Delhivery team who was looking into this matter and narrated him everything, first thing he asked me was why only Rs.5000?? I told him they say it’s their policy. Then he told me to mark a mail to their Client Service team. I told him I will do that and I will loop him also. I again checked the process how it works, he told me amount of Rs.45987 on that call. I told him if this is the case then we will have to lodge a police complaint we can’t wait anymore like this. He said he will also check with his internal team. Then we get a call from a female from Shyplite team, who said if Delhivery refund full amount to us, then we will also refund full to you. After sometime we get a mail again saying they will refund Rs.5000. I called Mr.Yashwant again if he checked with his team. He said he checked with his team and their is nothing pending from their side. But this call conversation I had with him was different may be both the team had a internal discussion and may be he got any instruction from his higher authorities, that day he was talking a different language. Was not talking about refund and was asking to connect with their Client service and Shyplite. He was just trying to avoid the conversation I felt. I just asked him to send complaint copy again and share his client service number to connect, he said ok and cut the call. Till date I have not received the complaint copy which I have been asking on mail and call so many times. And after this delhivery have not said a single word on this case. And shyplite as usual kept on calling to say same thing about their policy again and again and kept sending their default pre-defined drafts and asking us to just wait even after asking them not to connect with us to say same thing again and again and inform their policy which we have already heard from them N number of time. They were just trying to drag things and waste time. We have informed them we would take this legally as there is no proper update and a right and fair decision by them on this. We have asked them not to contact with anymore and us anymore for same thing without a solution and harass us, but they kept doing it.

Highlighting few points to be noted:

1] The Delhivery courier local branch opens at 9am and obviously it would take some time for delivery boy to sort the shipment and leave for delivery. Before 12pm my customer already got a call that the product was stolen. So in couple of hours they already concluded the product as stolen and informed the customer directly. It might be the product might be stolen by internal people only looking it is an expensive product. This branch long 1 star rating and reviews of the customers online says it all about them. There customers who reviews have claimed them cheaters, scam and fake. There was no police complaint made after 4-5days as per the information i received from them. And there is no proof if the complaint was made or not, as we have not received any copy inspite of requesting for it so many times.
2] This shows the deficiency in service, it was their and their delivery boy responsibility to deliver the products carefully to the consignee. This shows the carelessness, negligence and irresponsibility of them. The shipment had reached to the destination and was out for delivery too and it was stolen from the delivery boy is what they say. Who knows the real story? Our shipment was not lost in transit but was stolen from the delivery boy when it was out for delivery. So the delivery boy should be held responsible for this and they should recover from him. They should have a strong recovery policy for their employee regarding this, rather than showing customers their policy. Such policy made by them can be misused too. We do not remember to have signed any such policy agreement at the time of joining nor we can find any such policy online in terms&conditions of shyplite.
3] There was commitment of full refund made to us since day 1 by everybody from Delhivery team now all of sudden they are quite and even shyplite promised to refund full if delhivery refunds them full and now they are saying only Rs.5000. If they had a policy they should have informed about it initially and have sticked to it only. Their statements kept on changing. There was a false promise and commitment done to us.
4] Inspite of telling them not to send a pre-defined reply and same thing again and keep repeating their policy, they still kept on doing it. We had to go through so much of mental harassment and lot of our productive time got wasting calling, mailing and following up since[protected] on regular basis without any result.
5] As there is no resolution and refund done yet on this, we had to bare the loss from our pocket for their mistake and send another product to our customer so customer & our service does not get effected.

Below are the proof attached:
1] Manifest of both the shipment[protected]Lost) and[protected]Delivered).
2] Shyplite panel screenshot with status showing shipment “Lost”.
3] Shyplite panel online shipment tracking details history.
4] Delhivery online tracking details history.

If required we have the call recordings and e-mails exchanged with them too.