Glowroad — product not delivered while claiming as delivered

Website:

Glowroad

Respected sir,

This is regarding order id:[protected], i haven’t received this product at all, while this has been marked as delivered on 29th jan 2020. I logged a complaint to your call center on 30th jan around 9.30am stating i haven’t received the parcel. I also mentioned that i had another order id:[protected] from the same supplier ordered on the same day to the same address. This parcel was delivered on 29th jan 2020.

Since order id:[protected] was delivered properly to me, i had disposed the cover. I mentioned this to the call center agent too. She said the possibility could be that the supplier had bundled the ordered.

This is surprise to me, since in the past i had placed multiple orders from the same supplier and even for the same item, i had instances where i had got 2 courier parcels too. So i mentioned to her that i don’t have the invoice as it has my personal details and since the product that i have received is correct, i had destroyed it and i am concerned about the missing product only. She suggested that i write an email with the image of the correct product picture and mention that i don’t carry the invoice of the correctly received product and she said she will support from backend on this issue with invoice.

Unfortunately i think that is the mistake i had made. The worst part is the reply i got stating since i don’t have the invoice they cant do much about it

I called your call center again on 1st feb 2020 since this reply was frustrating and mentioned this. I was assured that i will get a call back in 4 hrs, to my frustration i didn’t get any call. I called your call center again and i was again assured stating i will get a call back in another 1 hr. Since i am losing time out to return the order, i had placed a return request and placed for the same kurtis since i didn’t get call for more than an hour.

Finally i got a call from one of your team member and that person though constantly was saying sorry, surely he was not willing to support the entire issue. While i have been suggesting him to check back the complete order history of mine and i have been giving passing feedback of every single order, he was not willing to listen and constantly stating he needed invoice while i have been telling from beginning i don’t have it.

Below are my questions to him and the same to you as well

1. If there is a missed order how can i have a invoice
2. If you are really customer focused, how much time will it take for your to reconcile the invoice with your supplier and check what i am saying is true or not
3. Mostly importantly, its shocking when your person who spoke to me said the picture uploaded by me don’t belong to your company and most importantly he is asking for open video which was not part of your requirement. Do u think am i so stupid to take 2 of your site kurtis and fight a battle which wasted more than 1 hr of my time. Sorry to say, i am not so jobless.

Please understand end of the day, this material was worth rs. 360 and it was part of cash back offer which i am suppose to get, its not the money that is playing a role here, it is the way you treat your customer and so sadly, your team is failing to understand that losing a customer is why any successful business will fall.

I hope you sincerely take this feedback since your person was so sarcastic when i told him to check my record.