Last year, I ordered two products worth Rs. 1, 399 on ’Cash on Delivery’. I also had FirstCry Club Membership.
1. We were asked to pay before opening, but a wooden stick was delivered instead of our order.
2. I initially filed a return request with FirstCry customer care. FirstCry refunded Rs. 550, and promised to pay the remaining on returning that(fake) item received, which I did. However, FirstCry customer care pretended that the returned item was never received. I gave up after 3-4 attempts, and decided to make peace with that petty amount.
3. However, I casually decided to file the complaint with the National Consumer Helpline. In those days, it was very active(though it’s not that good today). We started getting apology calls from FirstCry.
4. The local delivery boy came to our house next day and said ’please cancel your refund request else they will deduct it from my salary as it’s my fault. I lost your parcel because of rainy weather and bad roads’.(and then wrapped up the wooden stick and delivered it to us).
Mistakes on FirstCry side:
(1) Careless delivery boy, lying customer care person and escalation team.
(2) Broken return process.
(3) Careless and deceptive attitude of customer care team.
(4) Zero regard for Club customers. I would have given up, they had refused the refund, but their support team keep misguiding that the refund was in process. Unless they improve the process by lengths, they will keep losing customers every day.