My past experience
My last order was somewhere in 2011 during their successful run.
Those days service was good and I never faced any problem. Price-wise they were on par with existing competition. Ordered few products and I was satisfied as a customer.
Latest experience
Fast forward - 2016 in the digital revolution era. I took a survey on Linkedin and they gave me a gift coupon for Infibeam.com
I looked for certain products, added them in cart and placed order with them using my Gift Coupon. I must tell you here, the products I purchased were expensive by 20% when compared to Amazon / Flipcart, but since they were almost free for me I never bothered much and went ahead with my order.
Nightmare starts
After 48 hours I received an email stating that the PIN code I provided does not come under serviceable area. That was my office address, so I changed and gave my residence address. Again no confirmation from them, 2 days later I rang up the customer service number and after having a good 15 mins conversation where I was kept on hold for about 10 minutes, I realized that Infibeam is on the verge of collapse.
The kind of service they offer and the website what they have do not match. Plus on top of that the service executive may sound polite but they do not have necessary infrastructure to support and run an e-commerce portal which can sustain in today’s world. The executive was again and again asking alternate shipping pin as the email which I sent them was never read and never responded. The executive was not even aware of the alternate shipping address I sent via email 2 days ago.
I checked with her about my residence PIN code, to which she said this is also not serviceable. I explained her that first address is from one of the toniest neighborhood which is located in the heart of Bangalore and second is also from one of the most prominent locality of Bangalore. The executive said that they do not serve these area. Then I asked her for the PIN codes in Bangalore they serve. She kept harping on the alternate PIN code thing.
When I login to my account, it says I need to upload my Photo ID in order to get my order. I tried uploading my Driving license copy - 25kb and the page hung. Tried multiple times and got same result. There is big time issue with the software / website they have. I tried on multiple browsers and on 150MBPS connection - still no success.
Final conclusion
What I understood after 15 minutes of call with infibeam custo0mer support that I need to change my city to receive the order. I asked serviceable PIN codes in Bangalore - NO ANSWER, I asked if order can be delivered to Chennai - NO ANSWER
I finally asked to refund my card for shipping charges and she happily agreed through with no refund date commitment.
Please be aware while shopping on Infibeam. I feel bad for the investors. If they have to survive in today’s competitive era, they need to mend their ways and revamp their customer service completely.
~ Himanshu
UPDATE: 16 Sept, 2016
I think someone in higher ups from Infibeam has read this review.
Last evening, I got a call from Infibeam and suddenly both my PIN codes which were out of bound for Infibeam till yesterday noon, suddenly became serviceable:)
The lady on the other side informed me that my address PIN is serviceable and they would like to ship the order.
Salute to Mouthshut power. Corporates should take first hand feedback from customers seriously on third party review sites.