| Address: “Chola Crest” 4th Floor, No.C54-55 & Super B-4, Thiru Vi Ka Industrial Estate, Guindy, Chennai 600 032 |
| Website: trackandtrail.in |
NCH Docket No :9250063
Transaction Details:
On 1st April 2026, I placed an online order (Order No. 1391) for a Hercules Shurveer electric bicycle via the Track & Trail website and paid ?20, 999 using my credit card. However, no proper digital GST invoice was issued at the time of purchase.
Shipping Delay:
As per their policy, dispatch is expected within 3–5 business days. Despite multiple follow-ups, no clear response was provided. The product was dispatched only on 10th April (after ~8 business days) and delivered on 15th April. The invoice (dated 9th April) was physically delivered with the shipment. Even till date, no digital invoice has been provided or made available for download, which poses a risk of loss and reflects poor billing transparency.
Manufacturing Defect:
Upon unboxing, I observed:
- Loose nuts and bolts inside the box
- Damaged packaging
- A clear structural manufacturing defect in the front fork (one leg shorter than the other by approx. 0.5 cm)
- This defect causes improper wheel alignment and rubbing against the fork, making the bicycle unsafe to ride and prone to further damage.
- I raised a complaint on 16th April and submitted invoice and photographic evidence as requested. Even this process was difficult due to repeated email delivery failures.
Deficient Service & Technician Conduct:
Despite timely complaint within 7 days of delivery, no official acknowledgement of the defect was received until 28th April.
On 21st April, I received an unsolicited call from an individual claiming to be a service technician, who behaved unprofessionally and suggested I repair the bicycle at my own cost. This behavior was escalated but no action was taken.
On 24th April, the same person visited my residence. Instead of addressing the defect, he attempted an unsafe workaround by:
- Hammering and forcing the wheel in and out of the defective fork's brackets
- Adjusting spoke tension to cosmetically and artificially align the wheel which does not resolve the underlying root case and poses a serious safety risk as the wheel slowly shifting to the other side.
- No job card, service report, or official documentation was provided.
Lack of Response & Denial:
Despite repeated follow-ups and escalation emails:
- No proper resolution or technical explanation was provided
- The company ultimately denied the existence of any defect
- Communication was discontinued thereafter
- Additionally, I am currently unable to access my Track & Trail account, preventing me from tracking orders or registering warranty, which raises concerns of deliberate obstruction.
- A final 7-day notice was issued to resolve the matter amicably; however, the company failed to take any corrective action within the stipulated period, demonstrating lack of intent to resolve the grievance.
Additional Deficiencies:
- No complaint/ticket number issued at any stage
- Customer care largely unreachable (long wait times, non-responsive landlines)
- No option to cancel order despite delayed dispatch
- Informal and unprofessional handling of service requests
- Lack of transparency and accountability
Grievance Summary:
- Delivery of a defective and unsafe product
- Deficiency in service and repeated unresponsiveness
- Unsafe and improper repair attempt
- Lack of invoice transparency
- Absence of formal complaint tracking and service documentation
- Unprofessional conduct by service personnel
- Obstruction of access to customer account and services
- Mental harassment, time loss, and safety concerns
Consumer Law Violations:
- Defective product
- Deficiency in service
- Negligence
- Unfair trade practices
- Mental harassment and time loss
Relief Sought:
- Full refund of ?20, 999
- Compensation of ?30, 000 for mental harassment, time loss, safety risk, and deficient service
- Written apology for unprofessional conduct and mishandling of complaint
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