To sum it up in a single sentence - Indiaplaza is a classic example and a case study about how horrible an online shopping portal can become if it is not managed properly. Now the details.
I am one of those early customers of Indiaplaza, when it was actually known as Fabmall. During the initial days of this shopping portal, their service was reasonably good, even though the online shopping space didn’t have many major players. However, over the past one year, I have been noticing that their customer service has become a major pain in the neck, that too at a time when online shopping space has become very competitive.
For instance, they took 10 days to deliver a dictionary couple of months ago. Another bad experience that I went through recently was with an order placed for a mobile phone. They had advertized that customers could get good deals on mobile phones. I went shopping for a mobile phone and selected one of those and placed an order. I didn’t receive the mobile even after 8 days. When I called up customer care and checked with them, they informed that I need to wait for couple more days, since courier is delayed due to bad weather.
I received that mobile after 2 weeks and I tried using it. However, I observed that the other person on phone, listening to my talk can’t hear me completely. He/she could hardly hear 2 words out of 10 words spoken. To put it in simple words, a defective product was delivered to me.
When I created a ticket on their website, they responded after 10 days with an arrogant response saying that I need to try talking on that phone, by standing outside of my home and that it could be a network issue. I created another ticket saying that I cannot accept such unprofessional response without even talking to me about the issue. They again responded saying that I need to take the phone to the service center.
Bottom line is that I need to run around the service centers, with a new handset, and get it fixed. It was such a bad experience with Indiaplaza that I have decided not to shop on this damned portal ever. I’m really sick of their indifference towards the customers. They do not even know the meaning of customer satisfaction. I’m not sure how they are running an internet shopping portal.