During the thanksgiving week, every online retail had offers. I found an best offer in croma and went ahead to purchase. Before proceeding for the purchase I had gone through the review, after reading all the reviews, Its the choice of the purchaser and I wanted to experience on croma.
I placed the order for SAMSUNG cooking product. Following is my experience
Website: User friendly
Acknowledgement of order: mailer was recieved within a hour.
Tracking of the order: Shipping details was provided
Customer Care contact : easily reachable
Language: Hindi / English & local
Delivery: Free
I received the product. When I opened the package, I found that the product had external damage. I reported the discrepancy through email & by calling to the customer service. snap shot for Proof of the damage was sent through the email.
There was no response. I though this could not be replaced. I was taken to a surprise that when the customer service contacted me regularly for replacement of the product. Since I was out of town for some assignments, they regularly contacted for pick-up.
It was a month from the purchase. I had used the product and functionally it was working good. However the body of the product was damaged. Pickup was organized by croma and within a week a new product was delivered.
Recommendation:
My grand mother used to tell me the story of hare and the tortoise. When in management the story had different meaning. I think still the slow and steady wins the confidence of the customer.