| Address: | 110030 |
| Website: | www.fnp.com |
Hi,
This is for order number #8679452 i had placed the order for a 25th wedding anniversary on the 18th of jan 2019 and paid extra amount for express delivery in the time slot of 08 :00-12 :00 hrs...
I got the call at 12:58 p. M. When i was in a meeting that the order was not able to reach on time and that they are trying their best to make sure the order reaches as soon as possible... I was furious but i said please ensure it is sent asap... As was in a meeting thinking it would be an hour delay or something...
At 02:00 p. M. I reached out to their online chat service to report that the order was still not received... However the customer support guy disconnected the chat box without providing proper clarity...
Again at 3:00 p. M. I reached out with another chat on their online chat box stating the issue post getting a confirmation that the order reached arround 2:00 p. M. And the discussion was as below:
"sheba moses: hi, my name is sheba moses. How may i help you?
Nekzad malegamwalla: hi sheba
Nekzad malegamwalla: this is for my order number 8679452
Nekzad malegamwalla: i had paid for the order to be delivered by 12 max
Nekzad malegamwalla: however the order reached at arround 2
Nekzad malegamwalla: can you please check and confirm what actually happened
Sheba moses: i will be glad to assist you!
Nekzad malegamwalla: as this is the first time i have faced this issue with fnp
Nekzad malegamwalla: and i need to know better so that i can think before using it again
Nekzad malegamwalla: hello
Nekzad malegamwalla: are you there???
Nekzad malegamwalla: it shows listening
Nekzad malegamwalla: but i am done talking for now
Sheba moses: please allow me a minute.
Nekzad malegamwalla: ok
Nekzad malegamwalla: hello
Nekzad malegamwalla: is the minute over?
Sheba moses: i would like to inform you that your timing were 12 pm to 3 pm.
Sheba moses: and the order was delivered as per on time slot.
Nekzad malegamwalla: no i have my order details
Nekzad malegamwalla: it was the first slot of the day
Nekzad malegamwalla: you are trying to fool me
Nekzad malegamwalla:?
Sheba moses: please allow me to coordinate with my team and give me 2-3 minutes more.
Nekzad malegamwalla: i have a screenshot of my order and the mail as well
Nekzad malegamwalla: hi nekzad malegamwalla! Your order #8679452 will reach sharukh mandroina today between 08 :00-12 :00 hrs.
Nekzad malegamwalla: tell me how to attach a mail and i can send the same to you
Nekzad malegamwalla: dont try to cheat on your customer using your services from last 2 years
Nekzad malegamwalla: ok
Sheba moses: i have already checked with the team and they had given you a call regarding the change in time.
Nekzad malegamwalla: was there an option to disagree
Nekzad malegamwalla: i still wanted the product to reach right
Sheba moses: you had a talk with our executive earlier.
Nekzad malegamwalla: what other options did your team provide
Nekzad malegamwalla: and what did i pay for then
Nekzad malegamwalla: this is a scam
Nekzad malegamwalla: i was in a meeting when i got the call
Nekzad malegamwalla: you think i would have been able to say much then
Sheba moses: i am so sorry for the inconvenience caused but you were already informed regarding the change in time.
Nekzad malegamwalla: i was informed that you were not capable i was not compensated for the same ok
Nekzad malegamwalla: i will not survive a service breach for your incompetence
Nekzad malegamwalla: its your fault and you need to compensate for the same
Nekzad malegamwalla: i have had my past orders smooth and have never got intouch with you guys before this
Sheba moses: i will forward your concern to the relevant team and they will get vback to you for the same shortly.
File attachment upload has started.
The file fwd nekzad malegamwalla your order 8679452 is scheduled for delivery today!. Msg (142.5kb) was received.
Nekzad malegamwalla: check this mail it clearly states my booking details
Sheba moses: i have already forwarded your complaint on priority basis.
Nekzad malegamwalla: if i wanted it to get delivered anytime i would have not paid a rupee extra
Sheba moses: they will get back to you regarding the same.
Nekzad malegamwalla: i have not got a mail stating that the complain has been raised
Nekzad malegamwalla: so send me a mail as well confirming on it
Sheba moses: i am sorry, but you will get a response by our support team for the same shortly.
Sheba moses: is there anything else i can help you with?
Nekzad malegamwalla: i cannot close the chat until i get an assurance
Nekzad malegamwalla: as this is the 2nd chat
Sheba moses: i am sorry, i have already forwarded it.
Sheba moses:
Are you still there?
Nekzad malegamwalla: and it is very disturbing to keep explaining the issue
Sheba moses:
Since i haven't heard from you for a while now, i am closing this chat. Please get back to us if you need any further assistance.
Sheba moses:
Please feel free to chat with us if you need any help.
Nekzad malegamwalla: again and again
Sheba moses:
Thank you for visiting us. Have a great day ahead!
Sheba moses has disconnected."
If you see the way the customer representative disconnected the chat while i was talking that itself is insulting & not to forget that in the ecommerce of today when companies become big they less respect their customers or disrespect them as they are no longer interested in individual experience...
I have been using this service for almost 2 years now but when i faced this issue today i have firmly wanted an investigation to be taken inplace to ensure no more o[censored]s are harassed by companies who become arrogant when they achieve a share of the market...
No company shall ever forget the power of a consumer & a costumer no matter big or small shall always have the power to ensure the company abides to the service that is promised specially in such service industries...
It is my plea to the consumer complaints forum to guide me to ensure that fnf shall suffer the same shame that i have felt today as a customer and shall be penalised for their wrong doings & hopefully never have the guts to repeat such an issue again...
Ref.:
Chat link : https://help.fnp.com/app/chat/chat_landing {printed for further investigation}
Customer service number: +[protected]
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