Naaptol Online Shopping — cheating by naaptol and terrible customer service
SiSini Polson on Jan 16, 2019
I received a phone call from naaptol in mid-december 2018 saying that there is a special offer for me. The offer was that through drawing of a lot, i (Sini paulson) had been selected to receive a 16-piece item worth rs. 3900 for only rs. 999. When i inquired as to what all was included in the 16-piece set, i was clearly informed that it included a hot case casserole and other containers. I accepted the offer and on 4 january, 2019, i received the order.
However, i discovered that no hot case casserole was included but that the order contained only some spoons and plastic containers. Further, the top cover of the plastic containers were defective because with them, the containers could not be closed tightly. Realizing that i had been cheated, within 24 hours of receiving the product, that is, on 5 january 2019, i called naaptol customer service at [protected] and registered my complaint. The naaptol customer service agent apologized, and i was assured that the product would be replaced within 2 days. Thereafter, i got an sms on 5 january 2019 itself saying that my complaint number is 36826252 for order number 54442012.
After waiting for 2 days, since i did not hear from anyone, i constantly kept calling [protected] but each time, i was simply asked to explain my complaint all over again. This led to a huge waste of my time and energy and the whole experience left me very upset mentally.
On 9 january 2019, a customer service agent from naaptol called me and said that since my complaint had been registered only on 9 january, which was more than 24 hours after delivery of the product (On 4 january), it was not possible to replace the product. But this was patently false. I therefore took a photo of the sms received from naaptol (Which clearly showed the complaint number registered within 24 hours of product delivery - viz., 5 january 2019) and whatsapp'd that picture to naaptol. But there was no change in the stand of the customer service agents - who kept repeating each time that my complaint had been registered only on 9 january 2019. I threatened to file a court case for cheating, but the customer service agents arrogantly told me to go ahead and file the case anywhere that i want.
Then, after a lot of phone calls were made by me, including my husband calling customer service and explaining the situation for the umpteenth time, on 10 january 2019, i got another sms from naaptol saying: 'please keep the product ready. We will arrange the reverse pick-up in next 4-5 working days from your doorstep.' however, no such 'reverse pick-up' has happened.
Later, on 13 january, i got a call from naaptol saying that nothing can be done and that the product cannot be replaced. This was very misleading - at one time, i am told that a reverse pick-up would be arranged, then at another time, i am told that naaptol cannot do anything.
I am now left with not only an incomplete product (Due to missing hot case casserole) and a defective product (Due to container covers not closing tightly) but also an appalling customer service experience.
This entire experience consisting of wastage of my time, energy, and patience has been a terrible one and it is my wish that no person should be cheated henceforth by naaptol or rendered such a atrocious customer experience.
Attached are the following: (1) two photos of the products received (2) photo of sms received from naaptol clearly showing complaint registration date as 5 january 2019 (3) photo of sms received on 10 january 2019 from naaptol saying that the product will be replaced within 3 to 4 days.
I want a complete refund of rs. 999 plus reimbursement of rs. 200 toward innumerable fruitless phone calls made to naaptol customer service plus a compensation of rs. 1000 for wastage of my time and energy.
[Jan 16, 2019] Naaptol Online Shopping customer support has been notified about the posted complaint.
Verified SupportNaaptol Online Shopping Customer Care's response, Jan 16, 2019
We regret for the inconvenience caused to you, Please accept our apologies over the incident.
With reference to your complaint for order no. 54449526 and as per conversation had today, we are hereby processing product refund through NEFT.
Kindly follow the below mention steps for free pick-up:
1. Please pack the complete product in travel worthy packaging.
2. Delhivery courier boy will come to pick the product at your door step within 3-4 working days.
3. Note down the Pickup Request Number/Token No/Collection Reference No received from pick-up boy for future reference and Update Dispatch Details to Naaptol after pickup done.
It would take 2-3 working days to reach product at our warehouse. Once the product reaches to us, we shall action further.
Meanwhile, we would request you to share the Bank A/c details of “SINI POLSON” at email@example.com so that we can process your refund accordingly.
Bank Details Required :
1. Account holder name:-
2. Bank Name:-
3. Account No:-
4. Branch Name:-
5. IFSC Code :- (which will be mentioned in your cheque book).
Awaiting your earliest revert and be rest assured of a complete resolution from our end.
We deeply value your relationship with Naaptol and are committed for providing the highest level of products & services.
Verified SupportNaaptol Online Shopping Customer Care's response, Jan 17, 2019
We are devastated to hear you had such a bad experience with us.
We are usually known for our great customer service and attention to detail in everything that we do. But we completely understand that our reputation is not something we should hide behind. So, if you'd like, you could directly mail at firstname.lastname@example.org We'd like to discuss the matter further with you and see how we can make things good. If you give us the chance, we will definitely win you back. We'll be waiting on your mail.
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