PharmEasy — continuous delays in delivering medicines and incorrect commitments to customers

Address:OnI line
Website:pharmeasy.in

Our order was placed on march 30, 2020 for the regular medicines required by my father for his health and being ordered with pharmeasy for the past 36 months.

We understand that due to the lockdown situation things may get delayed.
This time around and keeping in mind the situation we have ordered the medicines atleast a week in advance.

The first delivery date committed to us was 3-4 days from 30th march. - i, e. 3rd april, 2020

Delivery date was extended to 5th april by a simple text message - with the reason given as the current circumstances

On 5th march - delivery date again extended to 7th april, 2020 - same reason

On 7th april - i called and complained with the csr who just apologize and don't provide a proper resolution. After probing, i was informed that 3 tablets out of the 14 ordered were not available and therefore the entire order as on hold and getting delayed.

I asked to speak with a supervisor and was promised a call back which didn't happen.
I also informed the csr on the phone, rather rudely that they should have called me (The customer) up and asked what could be done, since the medicines were not available. - i informed her to ship the order without those medicines and to provide me the names of the medicines which were not available.

Towards the end of the day - we received another sms stating new delivery dates was 9th april, 2020.

9th april, 2020 - i called to follow up again - same response.
Only apologies but no medicines.
I demanded to speak with a supervisor and finally got the response from them and a supervisor (Team leader) called back - he explained that they will now send the order without those 3 medicines and that we will receive the order on the 10th april.

Once again, late in the evening of 9th april, i received the sms -
New date for the medicines - 11th april

10th april - as part of my new normal routine now, i dialled pharmeasy customer service number and asked on the status of the medicines dispatch and informed that they had confirmed a day prior that the medicines will be delivered on 10th april and within a couple of hours they changed their statement and said that the medicines will be delivered on 11th april now.

One more phone call made by me to pharmeasy to confront the manager and inform that this was completely unacceptable and that they are in the business of providing / delivering medicines which are critical to someone's life and well-being and the least they can do is be upfront & honest about the delivery schedules.

Manager confirmed that the medicines will be received as per the committed date and apologized for the delays. (Approx. Around 2 pm)

The final straw - at about 4:00 pm, a couple of hours after speaking and receiving confirmation from the manager in charge - sms received stating that the medicines will be delivered on 12th april, 2020.

I once again called the manager and speak with him and re-explain that this is an extremely callous and irresponsible attitude displayed by the company and inform them that i will go and complain wherever needed and possible for the aggravation and mental trauma caused during this entire experience.

The manager has now confirmed that he is positive that the delivery will be given on 11th april, 2020 (Recall: i placed the order on 30th march and was promised - 3 days of delivery).

I have written about this on pharmeasy facebook page and intend to send an email to them as well as write or complain in other forms and wherever required.

I personally believe that if they are operating a company in the critical and emergency services space - they need to act a lot more responsibly and either live up to their commitments or be proactive and inform the customer on the challenges they may be facing so that the customer does not end up suffering and trying to make last minute arrangements.

In my humble opinion, companies such as these need to be held responsible for their actions and if they can spend huge amounts of funds on advertising, they need to be able to have really good customer service and not have the customer continuously follow-up.

I hope that some drastic action is taken against such companies and an example is set for others to ensure that helpless customers (Including sr. Citizens who normally cannot argue on their own behalf against delays) and others are not at the receiving end.

The total handling of the syste
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    +91 76 6610 0300 [Customer Care]
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