[Resolved] Ezone — broken product and pathetic customer service

harshjhu

from Mumbai, Maharashtra

Address:

Mumbai City, Maharashtra

I had purchased from ezoneonline website on 3rd Feb. Whirlpool Neo 425 Club 410L Refrigerator - Real Steel. I was given order no. 1701735. Before purchasing the connection, I was informed twice by your representative over phone that the refrigerator would be delivered within the next 1 day. After making the online payment I didn’t get the refrigerator installed for the next 4 days. I emailed you several times but didn’t get a response. I also called up your helpdesk number on 6th Feb and was told that the product is yet to be shipped and I would be informed about it later. I was then told that the product would be delivered on 7th Feb. You said that the product would be delivered at 4pm on 7th Feb. As I am working, I came back from office and waited for your staff to come. However, they only came at 5:30pm. This delay caused me great problems in office. To my great surprise I found that the piece you gave me is damaged and we aren’t able to use it. I emailed you on 8th Feb and didn’t get a response. I then called you on 10th Feb morning. I was told by your representative that she will escalate the matter to the highest priority and I will get an email response on details of resolving the query by today. However, I haven’t got any response. Because of the delay from your end, we are not able to use the refrigerator and cook at home. First you delayed the delivery. After my repeated attempts, you got it delivered. Then you delivered the product at a time which wasn’t agreed upon, making me miss office. After this you delivered a damaged product which you aren’t replacing despite me emailing you and calling you. I would urge anyone to consider twice before buying anything from ezone.

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Aug 14, 2020

Complaint marked as Resolved

Feb 15, 2014

Updated by harshjhu Hello,

The issue hasnt been resolved yet. After speaking with your representative over phone last week, I was told to submit pics of the damage. I did it. I was first told that the pics arent good enough and you would send someone in to check. Then I got a call yesterday that your customer care representative that he will be here today as agreed at 10:00 - 11:00am and replace the refrigerator and that he would call before coming.

Its 12pm and I have not received any call nor has your representative visited me. This is totally unacceptable, you expect me to be available on a weekend based on whims and fancies of your firm.

Its unbelieveable that first you deliver the product late, then when you deliver a faulty product, you then dont replace it for over 1 week, and now your person doesnt come on time to deliver the new product. Meanwhile, I have suffered a loss of over Rs. 5000 on food products gone bad, I have been made to eat out everyday for last 10 days (you told me not to use the refrigerator if I want it replaced), and spent huge number of hours calling and chasing your customer care executives on your helpline numbers and over emails. Who is going to compensate for all this??

You guys have no credibility in the market and I would urge users not to buy anything from ezone or else be ready to pay for damaged products and an amazingly pathetic service.

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Comments

Big Bazaar / FutureBazaar / Future Retail / HomeTown Customer Care

from Mumbai, Maharashtra

Dear customer,

I am Priya from Future Group. Please accept my sincere apologies for the poor service and the issue with the refrigerator. I request you to write to me at [protected]@futuregroup.in with your contact details and reference id 12862 so that we can get in touch with you to resolve this matter at the earliest.

Regards,
Priya

harshjhu

from Mumbai, Maharashtra

Dear Users,

The story doesn't end here. This is what happened over the weekend. I got a call at 5pm from ezone asking me to come home as he has got the refrigerator for delivery. I had to leave a movie I was watching and come back because I desperately needed the refrigerator. However, it turns out that the refrigerator... yes the replacement piece was also damaged. This one was damaged from inside. The ezone staff saw it and agreed that it was damaged and then took it back. Thank god I checked it again... if you leave the detail and trust that they would deliver a working product...you will be in for a shock.

They connected me to someone from their team. I asked him about the issue with timing. To my strange surprise, the blame was put on me in the morning for not picking up the phone. When I vehemently denied and told him that if he doesn't disagree, I would publish my call records online which shows that I never received any calls from them in the morning...he backed down. Later, I was told to be at home on Sunday at 4pm for the third refrigerator to arrive.

The refrigerator finally arrived on Sunday afternoon and so far its working ok. I will keep you guys posted once it stops working...its expected given what has happened so far.