Homeshop18 not only has a website but also a 24 hour shopping channel that showcases the best of homeshop18 deals each day. The amount of product information on the website is limited, but on TV all the features are demonstrated on the channel. But complete product information is only a phone call away so it shouldn’t be a problem.
Customer service
There are two toll free numbers and a paid number on which you can call and place an order or request product information. The agents are friendly, informative and the overall interaction is good and productive. Your call doesn’t usually get placed on hold while the agent is checking for information, which is a relief and a welcome change from my usual experience with call centers.
Once you place an order, your information is stored on their database and for subsequent orders you only need to reconfirm your address. You are given an order number after successfully placing an order and the same is sent to you via email/sms to allow you to track your order’s progress. You have the option of choosing either Hindi or English as your language, but sometimes the IVRS mixes things up, so be ready to be greeted in the other language.
Product quality
I only have one word for it: excellent. The product packaging is good. To date I have placed 10 orders and received 8 of them (the other two orders are being processed, just placed them yesterday) and am totally satisfied with each product. I have received what has been shown on TV and each product is in pristine condition.
Delivery
You are told to expect the delivery in 7 to 10 working days, but if you live in a city you can expect it within 3-5 working days. I am a bit dissatisfied with this aspect of the whole process. The courier service they employ is a bit unreliable and I had a couple of orders sent back, with a remark that the customer refused to accept the product, even though the delivery boy never showed up at my place. But when I called up and complained, the agent was most helpful and helped me place an alternate order for the same product (this is subject to availability of stock, I was just lucky that the stock did not run out) and arranged for a follow up with the local courier office. For the next couple of orders they made follow up mandatory and I have been receiving my orders without a problem.
Payment modes
They offer COD on all most all their product at no extra charge. And easy EMI payment option is available for products priced above 1500 (usually), but this EMI option is only available for HDFC and ICICI bank credit cards. All other usual options like net banking, cheque and DD are available. I would recommend cash on delivery (COD), because I have used it and find it efficient. If you are buying electronic products then you might want to use your credit card but the new OPT (one time password) thing is a hassle really.
Return and refund
I haven’t had to face this issue, hence I can’t comment. But with the kind of customer service they offer, I don’t think it is going to be a traumatic experience.