Malabar Gold & Diamonds — no insurance and bad customer service

Dear customer service team,

Order id :[protected]

Thanks for spoiling my gifting idea and thanks especially for raising my blood pressure with fake unconfirmed answer.

I have ordered this product and this was the second time i have done this due to great online shopping experience had with your earlier for order no.[protected] dated 29.12.2016.

For the above order, before going forward i had this word with the lady named ms. Roanna dias and i have explained the things to her which was that the order what i was placing is the birthday gift and wanted it to be delivered on 13th august 2017 for which she denied stating that the product can’t be delivered on sunday instead she can do the delivery on saturday 12th august 2017 for which i accepted and placed the order.

Now the worst experience what i have faced. At 12pm on 12.08.2017 i get a call from flipkart stating that the delivery is scheduled today and asked me to whom shall he handover the product, as i have already made the booking with flipkart on the other address… i explained him the things so this chapter close here.

And later at 5pm when i saw that the delivery was not yet done from malabar gold i went to the website and made the chat with ms. Roanna and she confirmed to me that the delivery has been done at my given address and requested me to check the same from my end to which i was surprised to know that there was no delivery done at my residence so i requested to forward me the delivery person number who has delivered the product to which she denied stating that the delivery person do not carry mobile along with them.

When i again went to call the customer service, it had kept me on hold for 36 mins without any one answering the call and nobody was responding on the chat as well. Then ms. Roanna confirm me that the product is out for delivery. Then i call the logistic team from bvc logistic to which they confirm that the call was made to me before delivery attempt and i was surprised as i didn’t receive any call from them and later i realised that i had received the call but it was from flipkart to which he confirmed that they also do the delivery of flipkart as well and erroneously he mentioned flipkart instead of bvc logistic or malabar gold.

Now when i asked them to deliver the product, he insisted me to be present there at the time of delivering the product and i was out and i requested him to handover the product to the maid who was present and it is the same maid who had taken the delivery of my earlier product order no.[protected] so i thought there shouldn’t be any problem but they denied and asked me to speak with the customer service team. Meanwhile i receive the sms from ms. Roanna stating that the if i don’t answer the call they wouldn’t be able to deliver the product today and so they will have to deliver the product on monday 14.08.2017.

Then she sends me the sms again as a reply to my sms stating that she needs me to be present at the address and only then they can be able to deliver the product and she can’t deliver the same to the maid as its against their policy and if there is no one available at my address then they will get the product back to the facility and would refund the amount within 7 working days.

Now my question to the above is
1. If this was the terms and condition, then why it was not informed to the customer earlier about the same.
2. Why the earlier order no.[protected] was delivered to maid if the same is against policy
3. Why there was no insurance to the order no.[protected] where in the order value was high. Even today your executive has confirmed that they proceed every online order with new india assurance insurance which is valid for 1 year.
4. Why the courier person stated that he is calling from flipkart when i have been informed that the courier would be delivered by bvc logistic.
5. And was it the way to send the sms to the customer which shows her arrogance.
6. How can an executive roanna recall the product when it was clearly mentioned to her that the delivery need to be done on saturday.
7. How does she have the audacity to tell me to take the refund which will be processes in 7days?
8. Why i was denied for the customer service head details and asked to send mail on this email id wherein i have the full right to speak with him/her and explain the chaos what i had faced and to what i had to go through.

Is this the kind of service available from malabar gold. Is this being the kind of treatment you give to the customer who is doing the transaction for the second time. Is this the way you treat your customer once he has done his transaction? Is this the kind of harassment you give to the customer who had believed and had faith for a successful birthday surprise which was ruined acutely.

I want the answer to the same with details explanation and along with the information on my gold insurance.

Regards,

Manohar poojari