They are the worst online retail company you can deal with. Period.
My Case:-
Order No:- 1624371;
Booked order on:- March 16th 2012;
Payment Mode:- Credit Card;
Amount:- Rs 4599/-.;
Product:- HP Palm-Pixi Plus mobile phone;
Order Dispatched on:- March 21st 2012;
Delivery Status:- Not recieved as yet;
Issue Raised on Phone:- 11th April 2012;
Complaint/Request no:- 1515755;
Status:- Unresolved;
Raised issue via e-mail on:- 15th May 2012;
Case No:- 279791;
Status:- Unresolved;
Here’s the rest of the story...
May sound like deja-vu to a lot of people here!
I placed an order for a mobile phone on 16th march. Got a mail saying the order has been dispatched on 21st of March. Delivery was to be done by their internal courier "Smile EExpress" which doesn’t have a tracking number. Waited for a couple of days for the delivery. Called their customer service after 4-5 days to which they replied I should wait for about a week. All well. I called again after that and they convinced me to wait for some more time. I waited till 11th April and called them to raise the issue as my product was not yet delivered. Coolly they gave me a Request No: 1515755 and said they will address the issue in 3 working days. And then began the harrassment and their usual 3 day nonsense. They all are trained to recite the usual stuff but totally incompetent to resolve any issue. I called almost 2-3 times a week after that and the usual story followed. I couldn’t speak to their supervisor as they were always busy. They promise to call back but hardly do. Each time I felt more frustrated and infuriated than before.
On 15th May I shot a mail to support to which they replied but issue still remains unresolved. Again, I wrote back demanding my refund within a weeks time as they could not deliver the phone even after so much time on 22nd May. Got the reply they still need more time! For what??
They cant resolve an issue in 59 days!!!
The question is where did the courier go? I never recieved it. Never even got a call. Did they even dispatch it in first place? Even If they did...... it just vanished in thin air!
This shows their commitment towards customers! Way to go!
I’ve never felt so frustrated hence this forum....
These guys are absolutely pathetic when it comes to addressing customer concerns. It shows in the way number of cases they have resolved in this forum.
I could’ve easily bought a phone from the market and easily been content had I not placed an order here.
It’s disgusting to say the least the way they deal with our issues. It shows total lack of commitment.
They have the worst systems and delivery. In this day and age if you cant track a shipment in 2 months what can you possibly do?
They are the worst online retailers to deal with frankly. I have had very good experiences with other online retailers generally but Fashion and You has been an absolute disaster.
No commitment towards customers, issue resolution and delivery. Worst in all departments.
Take a leaf out of Mumbai Dabbawallahs who have more than 99% success rate without any of your fancy backend systems and delivery mechanism.
Now my only concern is my hard earned money. Since they could never deliver. I want my money back. Its only fair and the sooner they do it the better it is.
PS: I’ve attached images as proof of purchase and their dispatch.
Amit Singh
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I cant post my first mail due to space constraints but its basically about my order details and non-delivery from their end plus some questions about the status of my delivery.
Here’s what they have to say.......
Dear Mr.Singh,
We sincerely apologize for the inconvenience caused due to non receipt of order number 1624371 and we appreciate your patience for the same.
Please be informed that Fashion and You endeavours but does not guarantee to deliver the products to customers within 3-4 weeks from the day of close of sale depending upon the shipping location. Fashion and You works with different type of suppliers (Manufacturers, distributors, importers etc.) and the delivery time to customers is subject to delivery of products from supplier to Fashion and You. Other factors include delay in delivery through the courier partner, transporters’ strike etc.
In case, we are unable to deliver the order(s) as mentioned hereinabove and the payment for such order would be reversed back in your card account.
Further, we would like to inform you that your order has already been dispatched from our order processing center and same has not been delivered to you yet, we already have raised a complaint to the delivery team and they are getting it checked with the courier partner. Once we receive the product back at our order processing center, we would process the request for refund.
Therefore, we request you to please allow us some time to update you with the status of order.
Regards
Suby Mathew
fashionandyou.com
Website: fashionandyou.com
Support Line| +91 120 6739999
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Here’s my second mail and their reply after it....
Dear Mr Mathew,
Enough time has passed and I see no end in sight to my issue.
You have made a mockery in the name of trust & customer service. "Most essential in your line of business."
Also, you’ve exhausted enough time and are running out of excuses.
I can see I’m not alone who have suffered at your hands. There are hundreds of posts out there on the net with similar issues dealing with fashion and you.
It does not take more than 60 days to reach a product from any part of the world to Bangalore in the worst case scenario. Also, if you cant do anything for 40 days after it was brought to your notice, you can never will. So, stop taking me and fellow customers for a ride and show some sembelance of business ethics.
I want to make it easy for both of us in the present case-
My last and only request to you is, Please refund my money back. I don’t trust you guys anymore.
Here are my order details:
Order No: 1624371 placed on 16th March 2012 for Rs 4599/-.
Dispatched on 21st March 2012. Never recieved. Raised issue on 11th April 2012. Nothing Happened so far.
Pre-Payment through Credit Card.
Please reverse the payment back in my card within a weeks time failing which I’ll take this matter to consumer court.
Regards,
Amit Singh
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Dear Mr.Singh,
We understand your concern and apologize for the inconvenience caused to you due to delay against the order number 1624371 .
Please be informed that your Complaint has already been forwarded to our ReturnTeam and we are closely working with then to update the status of shipment receiving in our records.
Therefore we request you to allow us for some more time to update you with the status.
For future reference kindly make a note of the Complaint No. (1515755 ).
Regards
Suby Mathew
fashionandyou.com
Website: fashionandyou.com
Support Line| +91 120 6739999
It’s been 2 weeks now and i’m yet to hear from them!
So, I had been left with no choice but to address my issue here.
Let’s see how it goes.....