I had bought flower with basket to be delivered to my in laws for their wedding anniversary. As this was the first time I was getting chance to surprise them with the flowers(I recently got married). Me and wife were excited to surprise them but IGP had another plan. I was inspired by their fancy & emotional posts over Facebook.
Though they provide same day delivery, I chose to order one day prior. I waited all day long it to be delivered and constantly tried reaching them but reaching them via chat or call was not that easy, as both were not working.
I ended up mailing them on support@igp.com and they were assuring me it will be delivered anytime till 10.00 pm.
I dint get any news from my in laws regarding the delivery. I called them first in the morning and they were like it was delivered last night. That never happened, I re-confirmed it with my relatives but so far nobody delivered anything.
I was fed with the IGP.com team as I had no idea where were my flowers. I had to shoot three mails 2 phone calls and lots of comments over their latest posts to get the status of my product. after back and forth with few conversation emails comments reply, They ended up with below message:
"I have put in a Cancellation request for this order
you should receive an email regarding the refund reference number within next 24 hours
sorry to have disappointed you in any way
warm regards"
its very easy for them to reverse the transaction and say sorry, they do not understand the value of such occasion for customers like us.
While reviewing their posts comments later, I got to know I was not the only one who is burnt with their poor service there are many more who had to suffer with me.
Its very unfortunate that such pro-claimed eCommerce giants play with peoples emotion very lightly. This may sound little bit over reaction but the people who go through such hassle can only understand the pain of hassle getting your order delivered.
I feel sorry for my wife coz due to my mistake I killed her excitement.
Hope you guys will improve your service and will be more careful with your claims same day delivery / delivery in next 4 hours.
Warmest Regards
Jay Joshi