I wish to share my experience that I have had lately which, let me tell you at the outset, has not been as per the expectations and the reputation that your Company has.
I had recently placed an order for “Red Mi 2” Mobile Phones of Xiaomi
on 3rd of May, 2015 through your website. Yesterday, i.e. on 6th of May, 2015, around 09:04 AM, I had received a message on my mobile phone mentioning that the products ordered by me would be delivered to me before 7:00 PM that day (i.e. on 6th May, 2015). Due to this, I had cancelled my meetings which were scheduled from 6:00 PM to 7:30 PM, since No Precise Time was mentioned, so that I could receive the delivery package, for I have no other to receive the delivery package but me. However, I neither received the goods nor did I receive any message or call expressing why it was not delivered even until late in the evening.
To know the exact status I made a call at the toll free number (which is[protected] and I even asked the Customer Care Executive to provide me the contact number of the representative/delivery boy who was supposed to deliver the goods to me, since I was not provided with the contact number at the first place in the text message, so that I could co-ordinate with that person regarding the delivery. However, I was not provided the contact number but only an oral (and supposedly, false) assurance was given that the products will be delivered on the following day and that I should not worry about it. Around 09:22 PM that night (6th May, 2015), I had received another message expressing failure of delivery.
On 7th May, 2015 again, I had received the message around 11:35 AM mentioning therein that the products will be delivered before 7:00 PM (i.e. before 7 PM on 7th May, 2015). Due to this, and believing upon this message to be true, I again rescheduled my meetings between 5:00 PM to 7:00 PM. It was around 10:24 PM when I received another message expressing failure of delivery.
I am Utterly Annoyed by your service. I wish to bring to your kind notice that I am a qualified Chartered Accountant and it becomes very Unprofessional on my part if I keep rescheduling my meetings because of such grossly mismanaged affairs on the part of a Company that boasts of its high reputation in the e-Commerce sector. You may not know or even understand, but for people like us Time is the most valuable thing and most of the times equated in terms of money. But, apparently, I don't believe that such is the case in your Company because you don't seem to value the time of your Customers. Due to utter negligence on your part, I have been embarrassed in front of my clients and other professionals and have been portrayed as an unprofessional person due to shuffling and rescheduling my meetings twice, back to back.
As I have stated, which you should note too, that I had received a message on my phone on behalf of your Company confirming that the product ordered by Me will be delivered to me by certain time on two back to back days, because of which I had to reschedule my meetings. Now, as a Proof I have hereby attached the screenshots of the messages taken from my phone.
I understand that it is difficult to ascertain the exact delivery time. But, if there is any problem due to which the delivery can't be completed or if there is any further delay beyond the time as provided by you, then that should, at least, be conveyed to the customer in due time beforehand so that the time of consumer is not wasted and he is not stalled.
I am highly annoyed by this lack of competence shown by your Company in a market of cut-throat competition.
I wish you inform you again that I am a qualified Chartered Accountant, and as such, I am very well aware of my rights as a Consumer and also about the Consumer Protection Laws as in force in India. As a consumer, I demand to know from you as to why should I not take this matter before the Consumer Court. The negligence on your part has not only caused me inconvenience but I might as well have lost my potential earnings and clients due to this. I demand an explanation and compensation for the loss suffered by me due to your incompetence and negligence.
In case, I receive no adequate written response regarding all of this within 10 days, I shall be constrained to take appropriate legal action before the appropriate Consumer Forum as well as before a forum of Law, if need be.
I hope to hear from you soon.
Satya Narayan Agrawal