[Resolved]  Jabong.com — Online shopping experience

Address:	Gurgaon, Haryana
Website:	www.jabong.com

Horrible customer service. My wife ordered something online when they had a sale, my payment and delivery address was accepted and the very next day when the sale got over they cancelled my order without consulting with me stating the reason that my pin code is not serviceable. Come on, why did you accept the payment and delivery address in the first place.

Then they send me a mail saying that your beachwear is shipped, which i never ordered. 2 days later they write back saying there was an error in the system and that the mail was send by some error in their system.

I ordered the second time and the order was placed on 8th may and i still haven't received the order. Their customer care has no clue about the status of shipping. They promised to deliver latest by 26th may, then another mail said 31st may, then another mail promised latest in 48 hours, still o clue.

Please read the mail i sent to their chief manager, who by the way never bothered to respond back nor did my issue get resolved.

Can you believe this? What kind of a company are they running?


Dear sir,


Let me start by expressing my extreme dissatisfaction and disappointment with your company. I am shocked to learn how unethically and immorally you are running your organization. I am disheartened because i had faith and trust in your organization but after my latest interaction and experience with your company i am beginning to believe that you are cheating your customers from the onset and i am almost convinced now that you are running a huge scam online, unless you can prove me wrong and i usually don’t, but i really do hope that you will prove me wrong.


I don’t know if you realize this but you really need to empower your frontline staff and your customer complaint handling team members to provide some sort of a concrete solution to their customers instead of reading out scripted responses and you need to do it really quickly before it can have any further adverse effect on the reputation of your organization and your business. Your employees are the face of your company, they are the ones who will make or break your reputation in the market and i honestly believe that they need to be empowered and more importantly they need some serious training in complaint handling and service recovery. I have been working in the hotel industry for the last 17 years and i know what customer complaints are about. I face my customers every day and i handle complaints day in and day out and i know that be it taj or jabong, nobody is perfect no matter how good we are at what we do, we all make mistakes. What matters is how you own up to your mistakes and take the ownership for your shortcomings and provide a solution to your customers. If you become good at listening to your customers and start taking customer complaints seriously, you will create customer loyalty for life and if you don’t, you will perish in no time. Not providing a solution to your customers and ignoring customer complaints will dent your reputation irrevocably and the pride with which you run your business will soon come crashing down if you continue to have this ignorant and arrogant attitude towards your customers.


I love my guests who complain because they are giving me a chance to pull up my socks and they tell me where i, or my organization is slacking off and failing to meet their expectations. I am one of those people who are extremely vocal and will go to any length warranted to make my voice heard if i am being wronged, be it social media, legal channels, print media or any other medium that i would need to take (Please don’t take it as a threat, but i am sure you will agree with me that i do have the fundamental right to be heard), but in all fairness i want to give you a chance first to hear me out and to own up to your mistakes and make things right. I hope you will read my case with an open mind and take my complaint seriously because i would hate to see a young and vibrant company like yours perish by continuing to be ignorant and arrogant. I really do hope that you will also appreciate the time and energy i am putting to write such a long mail to you taking time out from my busy schedule, just because i still care.


Without wasting any more of your time, let me narrate my case. My wife had ordered a couple of items from your website. Please refer to the screenshots below for the details of the order. At the time of checkout there were no issues with the shipping address or with the payment. My shipping address was accepted along with my payment and i got an instant sms from my bank intimating me that my card has been charged. The next day i receive a mail stating that my order is cancelled because the pin code i provided is not serviceable and hence the order stands cancelled (Please refer to the screenshot below).


Here are my issues:

1. If you couldn’t service my pin code, you should have asked me for an alternate shipping address at the time of checkout and i would have gladly provided my chandigarh address for delivery. Why did you accept the shipping address in the first place?

2. Once you realized that you didn’t do your homework well enough and that you have accepted the shipping address where you can’t deliver, don’t you think that someone should have just picked up the phone and spoke to me explaining the situation and should have simply asked me for a different shipping address? How can you take it upon yourself to cancel my order without even checking with me and just send me an email from [protected]@jabong.com to tell me that you have cancelled my order and that you are refunding my money? If i wanted my money back i wouldn’t have spent it in the first place.

3. The most important thing to note is that when the order was placed, you had a sale going on and the order was placed on the discounted price. As soon as the sale was over, my order was cancelled and when i contacted the customer care i was bluntly told that there is nothing that can be done now, the best we can suggest is that you order the stuff afresh but you will have to pay the non discounted price which is twice the amount i had initially paid for the order. Wouldn’t you feel cheated if you had the same experience? Wouldn’t you feel that there is some kind of a scam going on where you lure your customers by offering discounts and making them buy something at a discounted price and then cancelling the order only to tell them later that you can now buy the same product at twice the price? Don’t get me wrong, i can very well afford to buy the stuff even at ten times the price that is being quoted without discount if it is worth it. It is not about the money, it is about ethics and morals. What is not right, is simply not right, how much ever you try to justify it.

4. The experience with the customer care has been the worst and the most disappointing so far, and i have dealt with countless customer care executives of companies worldwide. I urge you to listen to the conversations pertaining to this case if you have recorded lines. I am just amazed at how helpless your customer care guys are that they are not empowered to provide any kind of solution to the customer issues. An issue as simple as this could have been dealt with a lot more effectively and efficiently. All we were told is simply that there is nothing that can be done about it, your order is cancelled and your money will be refunded. The best suggestion that came was that the stuff is still available online and that i can pay twice the amount i had initially paid to buy it and get it shipped to the new shipping address. A call back was arranged from the senior members of the complaint handling team and not to my surprise anymore, the answer was still the same, almost a scripted response that is probably used as an sop by your staff. Finally i spoke to anurag, the floor supervisor, and he was kind enough to provide me your email address ([protected]@jabong.com).


I still do not have any solution to my issue, my order stands cancelled and a refund has been initiated. I hope that at your level i would get some sensible response and would not be made to run around in circles from hereon.


Waiting to hear from you.