Reliance Digital — As a Customer, I am facing harassment due to lack of coordination between your Webstore & Retail store with Customer care Help Desk...!!

Address:

Website is based on - Maharashtra & Delivering Store is located on - West-Bengal

I ordered a product which is Dlink N 300 DIR-615 Wireless Router from your Reliance Digital Online store on 21 Oct 2020 with Order No: RDF07277104 & Confirmation Id - TU[protected]. Which was delivered on 22nd October 2020.

The key role played in this harassment which I described below is :

Senior Customer care Executive - Lalit Kiran & Reliance Digital Store Uttarpara Helpdesk executive - Mr. Biswajit...

Ordered Site - www.reliancedigital.in .
Contact Number : [protected]
Email : cshead.[protected]@ril.com / BM.[protected]@ril.com .

Delivered Store Name - Reliance Digital Uttarpara .
Contact Number : [protected]
Email : crm_wb.[protected]@ril.com .
Address: 17b, GT Road, Kotrung, Bhadrakali, Uttarpara, West Bengal 712232.

Main Problem - Delivered Router Model Id is the Same but it looks completely different than the displayed image in their site at the time of order. Which I am attaching below...

I have also manufacturing company D-Link's admission that they have two different hardware with the same model id. So according to that, I should receive what I am looking for & also clearly mentioned in their website at the time of placing order.

Solution: I am happy if they can replace & deliver the same product hardware as I ordered from their website... Otherwise, I am looking for a return & refund...

The problem I am facing till date: They have no coordination between their Online & Offline store. Even every customer care executive who is receiving your call will give you different solutions if you call back to back within a gap of 15 min... No one knows what their previous representative told to the customer. So you have to explain it again & again.

Senior Executive to Ceo... No one respond to their email except auto-reply email. Sometimes a few executives told me that they are arranging a callback but till now I didn't receive any call from their side...!!

It's completely messed up the situation without any discipline & co-ordination every department is working according to their mood...

Which I wrote below, I sent those words to every department of reliance digital... Nothing works...!!

I am quoting from that email which I explained to them 3-4 days back...!! Anyone can read that horrible experience...

"As an online customer for the last 5-6 years, for the first time, I am going through a horrible experience after purchasing a product from Reliance Digital. I never expected that a company like reliance running this online business like this which can harass customers badly that He/she will never think about going for online purchases.

Pointing out the problem in your system:

i) Image of the product is different which also contains different features on the expected product but the delivered image has no compatibility with the given image description. The feature is also different & clearly visible.

ii) After purchasing the product A customer can't cancel the product by own from his side & to do that he/she has to call or email customer care.

iii) After writing the email I only received an auto-reply which assured me to get a resolution within 24 hours. But in reality, it's just a hollow promise... No one is giving a reply or calling customers... it's happening to me for the last 9 days.

iv) After that for further escalation I also wrote to cshead.[protected]@ril.com & BM.[protected]@ril.com but the situation not improved as I only received an auto-reply which gave me resolution assurance with 8 working hours. I am attaching all emails in the attachment as proof.

v) When I am calling your customer care, people attending call but everyone telling me that they are referring this to the concerned authority & arranging a call back for me from that department. But till now no one called me from your side or not a single call received from your side in these last 4 days. I have one reference no. too in this case which is - PRI00580446

v) When I called your reliance store from the invoice they are not ready to take any responsibility as I ordered online. Though this product was delivered from this store.

vi) As It became my everyday routine to call your customer care & writing an email every day with an expectation that you will notice my appeal... I did so yesterday on 25th October 2020. Where I was informed by one of your Tele calling customer care executives that my resolution already has given according to your system. He told me that & I quote - "I have received a call from your side on 24th October 2020 around 04:45 pm & that executive already passed me the resolution what next"... This information is completely wrong I think someone is giving proxy resolution 7 updating in your system falsely which misguiding your customer & other executives.

vii) However when I denied receiving any kind of call from your side then that executive told me - "your given resolution is you have to go to that store & return the product by yourself. You will receive the refund instantly"

viii) First I had to travel 10 km from my home in the time of covid to reach that store though I ordered online. Besides that, your executive told me that you have to do so because the product was received through express delivery. I have a doubt how much right justification he gave me but my point is when you are running this return policy then you should deliver through the customer nearest store when that customer has 2 more stores in his walking distance from his house.

ix) I went to your Reliance Digital Uttarpara Store physically which is 10 km away from my home & from where this product was delivered. I went to return & take a refund. But when I reached they disowned my claim. I was shocked to see your miscommunication between your different authorities. The help desk executive told me again they have no responsibility to take back as I ordered it online though it was delivered from their store. In fact, He is completely unaware of your Online shopping site policies.

x) I called your executive again, luckily one lady executive received it on 25th October 2020 around 07:29 pm from that store. As there was a growing fear that your call centre also closes around that time too. She asked mt to handover the call to that store help desk executive but problem not solved. The store representative tried to suppress a few visible facts for an unknown reason & I asked him again & again to convey the complete story. That lady opposite side of this phone talked to me & I had to explain it again though my previous emails were already described all.

xi) Unable to reach any conclusion as the store representative suppressing few facts at the time of conversation & It was not completely matched with my version... so she transferred this call to Senior Executive Kiran. He talked with the store representative again & Hear my side... Finally reached a conclusion. He asked the store representative to send him an email by clicking this product picture...!! Then some development will take place in the next few days If my claim is right then The store will take return & issue my refund. But I may have to travel again to return this product to that store which is 10km away from my home. The interesting part is the whole Converstating was around 42 min 19 Second mins that mean I also gave 45 min to reach a conclusion after visiting your own store...

xii) One thing I forgot to mention once the Store representative ask me to cancel the order then He could accept the returned product. But that is also not possible on your site. If customers click on cancel... It asked you to contact through a given email id or call you...

You Can check my previous days' conversation History in this screenshot... All are outgoing calls...

Conclusion:- I traveled 10 km with an online delivered product just to click the photo of that product by the store representative. After reaching that store, spent almost 45 min to get acceptance of that order. I came back with the same product in my hand. After your customer team receives the photo proof email from the store representative... I will get a return & refund instruction. Then I may have to travel 10 km again for the same reason to return the product to your store... Is it not enough for a horrible experience or ridiculous harassment?

If you are not aware of the order which I am talking about... then please read attachment emails or below texts for better understanding...

I ordered a product which is Dlink N 300 DIR-615 Wireless Router from your Reliance Digital Online store on 21 Oct 2020 with Order No: RDF07277104. Which was delivered on 22nd October 2020.

First, I want to declare that I already owned this same model id, So I know how It looks like. & Given image on your site is the same which I owned earlier. That's why I ordered from reliance digital to get the same product again... Unfortunately what I received that model id is the same but It looks completely different than my previous one or your given image on the Website...

If I talk about the features mismatch:-

i) In recent models it comes with 3 indicators where the previous model there are 6 indicators which prompt us about port number how many connections are there... You can verify the same in your Website image.

ii) Old models vent is different & product size is different which is clearly visible comparing with the new one...

iii) Router Antena capacity is not as good as it should be compared with the previous version...

Though Antena capacity is not visible & it's difficult to prove but you can check my other points like Product shape, Hitting vent, or Indicators are completely different now. So It gives me enough reason to return this product as I am not received what I am looking for...!!

My Appeal:

As a responsible citizen, I am requesting reliance on a higher authority to take cognizance of the situation immediately before This miscommunication & system flaw goes out of hand. It will hamper the image & trust of people about this company's ethics. Second, as a literate educated person, I am somehow able to find a way out to reach you. But it's not possible for everyone. Make the whole procedure smooth & simple. In my case consider my Replacement/ return & refund procedure as early as possible."