To all my friends who use eCommerce sites now for their shopping, please be aware of Infibeam. I ordered rakhi from this site to be shipped to Delhi, well before Rakshabandhan 2013. I paid through my credit card that got validated against my billing address of Vadodara. The order also promised a 500 Rs voucher that I never got.
To my surprise, they delivered the rakhi to the billing address instead of shipping address. Not sure how it got swapped. But in the hindsight since the ordered was delivered to me, I saw that it was way underweight than what I ordered for. I had ordered for 100 grams of dry-fruits mix with the rakhi, and the packet was way lighter and smaller than that.
I did not accept the delivery and cited both the reasons at the time of cancellation to their customer care person. The customer care without going in any detail started defending Infibeam. I told him fine, lets keep it simple, you redirect my order to the right address now as my goal was to make the rakhi reach my bro before Rakshabandhan day. But to my disappointment I did not hear anything from them for 2 days.
In the meanwhile when they did not contact me back, and rakhi was approaching, I couriered another rakhi to my bro in Delhi. I got a call from their team after 4 days, and the person on the other side inquired what went wrong with the order. I asked him to check with his IT department if their credit card payment process involves validating credit card details against the billing address or not, if so than how come the billing address of Vadodara got swapped with the shipping address of Delhi? He kept me on hold for good amount of time, and came back saying yes they do validate the card details and the swapping may have happened at the payment gateway site...
I was really shocked and told him that this is the lamest excuse I have heard. The bank gateway sites that I have been using since last 5 years cannot make this mistake. In a way you are admitting that I did not make the mistake while making the order because my credit card details were validated against the address I mentioned as my billing address. But it did not happen at your end as well and put up the blame to a third site just to safeguard your interest.
Fine, I told him even if that is the case, than why should I bear the repercussions. But he kept on insisting that Infibeam cannot be held responsible for this and kept on insisting that I need a stronger reason to cancel the order. I told him that the packet weight seemed lighter as well. He said he needed proof of that. He checked his courier partners details where the order was mentioned 0.250 Kgs and he came back to me with a bolder voice that the courier weighed way above 100 grams.
I asked him, if the dry-fruits weighed 100 grams, did the rakhi weigh 100 grams as well ? It clearly shows that the courier company’s site has a minimum weight of 250 grams and they do not mention exact weight under that. To this the customer guy gave up and got ready to register my official complaint. But he never send me any complaint number.
I waited for a response from them for 30 days. In between, once again their courier partners tried delivering the parcel at my address, but I refused to accept that. After a month, I sent them a mail again reminding them that they have just not acted on my complaint. After 5 days I received a response from them asking for precise reasons of cancellation.
I am a regular shopper at all eCommerce sites. I have had awesome experiences at eCommerce sites like FirstCry, Flipkart, HealthKart, CraftsVilla, YellowFashion, Homeshop18. These sites are a boon for citizens who work and are extremely busy. But such a bad experience at Infibeam shakes my belief. I would never like to shop with Infibeam ever again. I experienced the most pathetic and almost non responsive customer care team, Its a lesson learnt the herder way for me.