| Address: Mumbai City, Maharashtra |
The sequence of events:
1. I had ordered a bouquet of Liliesfor my Mom & Dad’s Wedding anniversary on 10th February 11am & the payment was successfully done and accepted by merchant website. The delivery was to be on the same day between 2pm-7pm.
2. Snapshot of Payment receipt
Thank you for using Mumbai Flowers
Your Payment for Order no. MFA3132975 is Sucessfull.
We will send you order confirmation, after we verify your order details .
3. I called the customer Care at around 4pm. Enquiring about the status of my order, a female personnel answered who later abused me saying it would be delivered by 6.
For more details:
Please contact us at +91 [protected]
or email at : [protected]@mumbaiflower.com
4. I called at 7 pm asking for the whereabouts of my order which is when the customer care personnel resorted to foul language and abusive behavior: “mai teri bakwaas sunne ke liye nahi baithi hu”, ”Bhadd mei ja”, ”hamare paaas hazaaaro order aatein hain” and she hung up on me when I requested to hand over the call to her supervisor and she refused to give her name.
5. I called back again atleast 5-6 times when my calls werent answered.
6. I called from my Sister’s number which is when Mr. Kabir Thapad another abusive customer care personnel who answered the call and was denying even listening to my request. He resorted to using abusive language saying “itni choti si rakam ke liye kya ro rahi hai”, “status update nahi hai toh deliver ho gaya hoga tujhe kya maalum”, :haan bey ja consumer forum ja jaha jana hai ja”, They refused to give any update, they said if we want the oprder we need to wait till 8 /8 30 or whenever their delivery staff finds time to deliver.
7. I had meanwhile also shot a mail at [protected]@mumbaiflower.com citing my grievance & requesting for cancellation of my order as it had already breached their SLA, theer was no response from them.
8. I again called up customer care & again Mr. Kabir Thapad & his female colleagues resorted to abusive language saying “haan email ka jawab nahi dega koi”, “jahan jana hai ja”, “deliver kab hoga nahi pata” and in the same time I received an email saying its been delivered out of nowhere. Please Note: My Mother was at home entire day & my family was at home and calling up customer care since 6 pm & I receive this fraud email claiming my package has been delivered.
9. I raised a concern over the social media which is when I got an email citing or rather them playing the victim card citing the order was delivered at a certain door number 1402 & they are lying that they called but user was busy. Please Note: My mother was at home & the address fordelvery was Mrs. Koyeli ray, Flat no. 1401, Building No. 7, The same is recorded in the confirmation receipt.
What I demand:
10. I demand a full refund of my money for being cheated and abused & shouted at for no fault of mine.I require the transaction id & a complete follow up till its refunded.
11. I seek a personal apology by Mr. Kabir Thapad & his female colleague over the phone for mentally harassing me & abusing me & traumatizing me
12. I require a written apology from mumbaiflower.com to my correspondence address seeking pardon for misbehaving with a customer for a service she paid for and was not renedered to and subjected to humiliation
13. I would want this fraud online retailer to be taken off the ecommerce business for scam emails, false allegations, abusive behavior, inefficiency of delivery and incapacity to interpret any communication address.
14. Further, I seek a compensation for this kind of harassment & mental humiliation that I was subjected to failing which I would leave no stone unturned to sue mumbaiflower.com
15. I have written proofs of all the mail communication and would be providing the same if required.
Regards,
Ashmita
customer support has been notified about the posted complaint.
