On 02/07/2023, I attempted to order some gear from the Royal Enfield store (https://store.royalenfield.com). I was supposed to receive a 10% discount, but due to a payment failure, I couldn't avail of it.
I reached out to customer support, and they resolved the issue by providing me with a payment link for the adjusted amount of ₹12, 845. On 3/07/2023, I placed the order again and successfully completed the checkout process.
During the checkout, I noticed that the estimated delivery time for my products was 1-3 working days. Regrettably, I made a significant mistake by believing this information. Today, it's July 10, 2023, and I haven't received my products yet. I want to emphasize that I didn't order bike parts or accessories but rather gear such as a helmet, jacket, gloves, and keychain.
What confuses me is why a reputable company like Royal Enfield would choose to work with a subpar delivery service like Delhivery (https://www.delhivery.com). It's widely known how poor their services are.
For the past five days, I have been trying to follow up with them. However, every person I communicate with via email keeps repeating the same response, claiming they are working on my case, and so on. I maintained my composure and remained polite throughout, but my frustration grew when Delhivery started refusing the delivery without any calls, messages, or emails. They simply updated the status as "Receiver refused the delivery" on two occasions, even though I never received a request for delivery or any prior notification. Moreover, they have previously provided incorrect status updates.
Let's face the reality here. As a customer, I shouldn't have to deal with the delivery team or customer care. I am forced to engage with them because something suspicious is happening within Royal Enfield. They are mistreating their customers and failing to address their concerns promptly.
You can see the entire conversation here: https://i.imgur.com/6mBB74Y.jpg.
I even spoke with them over the phone, but they continue to repeat the same responses, despite my clear request for a refund.
Their behavior clearly demonstrates unprofessionalism, lack of training, and a complete lack of empathy toward customers and their time.
As a result of this experience, I have changed my mind about purchasing the Classic 350. If they can't handle their gear delivery service properly, I can't imagine how they would treat me as a customer when I buy the bike. It would be a nightmare.
Friends, I strongly advise you not to make any purchases from the Royal Enfield Store. If this happened to me, it could happen to someone else as well.
Note: As I write this, I have still not received my refund. Royal Enfield is making me wait unnecessarily.
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