I don’t have the option of giving zero stars here so have to select 1 Star. I had been a passionate e-buyer from the past 10 years and I am happy to say that I have used most of the popular e-commerce sites in India. I had become so used to the ecommerce industry that I prefer ordering online rather going to the store which is close by. I never had such a disgusting experience till date which I had mentioned below.
This experience for sure is a learning experience and experiences like these would teach us what could also happen, which we might have never thought that would happen.
This is my 4th experience with homeshop18 which made me realize that this is the place where a bunch of unprofessional and unethical people are running the business and I am sure with such people and attitude the Indian Ecommerce industry would never grow as it is supposed to grow and people would soon lose the trust on the Ecommerce industry.
Let me tell you my recent experience:
I am from Hyderabad and I have ordered 4 units of set of 3nos 15W 20W 23W Philips CFL power saver lamp on April 29th 2014 with order no: 944034025 and received the Item on 5th May from some vendor in Chennai. I collected the parcel on the same night and found that one unit is Broken/ Damaged, after reading the refund and return policy I have raised a ticket on 6th May informing about the damaged product with the ticket no: 77448311. I have received a SMS about the new ticket which was raised.
After the ticket was raised there was no response either through email or phone and I started following up with customer care executives to know about the status of ticket. The customer care setup is horrible. You will not find a person who will talk to you in English. They talk only in Hindi and told me you need to wait at least for 48 hours to get an update for the ticket and asked me to wait.
After repeated calling on 9th May I received an email asking for the correct order number. I was surprised. You delivered the Item and you don’t know the order number – Strange. I tried to login to the homeshop18.com to reply to the ticket which was raised. I saw that the ticket was closed with no resolution and tried reaching the customer care.
They have told that the order number has been changed to 944034115. So the raised ticket had been closed and asked to raise another ticket with the new order number which was created. How will customer know that the order number was changed and every order will have a suborder we don’t know what the suborder number is.
I found that they will ask you so many questions and confuse you rather helping, being friendly and tracing the order with the registered mobile number of the customer. After receiving the reply on 9th May I have raised another ticket with no. 77448415.
For which I have received the response on 11th May saying that the Product is delivered on 5th May and they cannot replace or refund the damaged item as it would not fall in their refund policy. I have wrote an email reply to this mentioning the old ticket number and explaining the issue but they have not responded till now. Their refund policy says that they will accept refunds or replace items if raised in 48 hours.
I have raised the ticket in less than 6 hours after receiving the item but due to unprofessional and useless customer care I was unable to figure out that the order number has been changed to something than which was shown in the email confirmation.
They claim that they would respond to queries in 48 hours they will take their own time and say that the return policy will not be applicable as the delivery was done more than 48 hours. I seriously don’t know how can they say that the return policy is before 48 hours when they need more than 48 hours for responding to any ticket raised.
I know that homeshop18 is part of a big group Network18, being part of such a prestigious group I am surprised why homeshop18 is not considering about the post buying support. They will just book orders take money and generate suborders to their vendors. They are only interested in taking our money, deliver something and wash their hands off it, but will never consider about the customer satisfaction and delivery of Items in proper stage.I would sincerely regret to say that with such a lethargic and unethical customer support you will soon perish. Ecommerce in India is expected to go to new places with most of the major Indian E-commerce’s players and Amazon India also making the aggressive entry. I sincerely request you to please scale up or you will retire from the business. I am sure that you cannot scale up as the industry standards are way able the present standard where you are at present and it is un-catchable.
I would request everybody to stay away from this site for your online purchases and be cautious with this stores which will attract you with better discounts. The discount what you get will be compensated for the damaged / Wrong Item which you will receive and you will not find an answer for your request with the horrible and absolute zero customer support.