I am writing to express my extreme dissatisfaction with the service received regarding my order placed on May 30, 2025. The entire experience has been marred by unacceptable delays, profoundly arrogant customer service, and has led me to seriously doubt the quality and reliability of your products.
Upon initially inquiring about my order on June 9, 2025, a staggering 10 days after placement, I was met with a shocking display of indifference and blame from your customer service representative. Despite my urgent need for the product (an umbrella, given the ongoing rainy season in Mysuru), your representative immediately shifted responsibility onto me, stating, "It would be much helpful if you reach out to us before placing order. We would have stopped you from purchasing and shared timeline." This response is not only patronizing and unhelpful but also highlights a fundamental flaw in your customer engagement strategy – why should a customer have to proactively prevent themselves from purchasing due to your company's slow processes?
The representative's claim that orders are "dispatched in 6-7 working days not delivery" and that this is "already mentioned on our website" is a clear attempt to evade responsibility for the initial 5-day delay in dispatching my order (from May 30th to June 5th). This is not a reasonable dispatch time in today's e-commerce landscape, and the expectation that customers pore over hidden shipping policies before purchasing is unrealistic and customer-unfriendly. Your statement, "Who asked you to sit in my order for 5 days? You should have informed me in first place," perfectly encapsulates the customer's frustration with this unnecessary delay.
Furthermore, the company's refusal to acknowledge any fault is evident in statements like, "I will definitely apologise, if there is delay and issue.in this case there is no delay and parcel coming via bluedart smoothly." This directly contradicts the customer's experience of waiting 10 days with no product in hand and needing an umbrella urgently. To then suggest I "reject delivery" for a refund, as if the fault lies with me for receiving a delayed item, is nothing short of arrogant and dismissive. The final instruction to "check shipping policy before placing orders" further reinforces this dismissive attitude, effectively telling the customer they are to blame for their own poor experience.
The entire interaction demonstrates sloppy service from your company, characterized by:
Excessive and uncommunicated dispatch delays: Holding an order for 5 working days before dispatch is unacceptable.
Lack of proactive communication: There was no attempt to inform me about the extended dispatch time or potential delivery delays.
Defensive and blame-shifting customer service: Instead of offering solutions or apologies, your representative chose to blame the customer and hide behind website policies.
Inconvenient and impractical refund process: Asking a customer to reject a delivery that is already significantly delayed adds further burden and inconvenience.
Finally, the overall ineptitude and lack o[censored]rgency demonstrated in this transaction raise serious concerns about the quality and reliability of the product itself. If the company cannot manage basic order fulfillment and customer communication, what assurance do I have regarding the quality of the umbrella I ordered? The delay has already rendered the product useless for its intended immediate purpose, and I am now forced to consider local alternatives due to your company's failures.
I expect a full refund for my order and a genuine apology for the abysmal service and arrogant demeanor displayed by your representative. This experience has been thoroughly disappointing and has severely damaged my perception of your company.
Sincerely,
Shashanka Adiga
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