Nykaa.com — Pathetic Customer Care Service and Quality Check Mechanism

Address:

New Delhi, Delhi

Hi, I am Saurabh Kumar from Delhi. I had ordered Head & Shoulder shampoo(2 qty) on 27th July 2015. As per the order terms, I was supposed to get 2 Head & Shoulders Conditioners and 1 Dove Conditioner complimentary along with my order. Further, the entire order was supposed to be delivered within 4 business days i.e. latest by 31st July 2015. I had received the courier details and the AWB number on 29th July morning, then I waited for 2 days and called up the customer care on 31st July 2015 regarding the delay. However, I was really surprised to know that the customer care representative was hardly concerned about the delay and responded very calmly that'sir wait for 1 more day' as if this is very regular complaint from all the customers. I said that I made 2 more orders on 27th July from Big basket and Purplle and have received both the deliveries on 29th July, so why is your delayed. He provided a careless replay that'their warehouses are in Delhi, whereas ours is in Mumbai' hence the delay. After following up with courier partner multiple times, finally I received my product on 1st August, however I was again surprised to see that 2 Head & Shoulder conditioners were missing. I called up immediately to their customer care and once again another calm reply(with ZERO concern for my problem) was given that'sir you have to follow a process. please take pictures of the product received and send it to us as [protected]@nykaa.com and we will come up with the resolution. Don't worry we have very effective and prompt customer care service'. I called their customer care guys on 2nd August in the noon to check the resolution status and was told that 1st Aug & 2nd Aug being non working days nothing has been done till now. We need 48 business hours to respond to your complaint. I was amazed at their so called effective and prompt customer care service. Now, I have no clarity regarding their resolution(whether they will send me the conditioners or they will refund the amount paid by me). I cannot use this shampoo, because they may ask me to return the same anytime at their sweet will. Guys please avoid this website. They have pathetic customer care service and quality check mechanism.