The most pathetic experience I ever had with any online shopping website, and that honor was given to me by JABONG!!!! I have been placing online orders from myntra, snapdeal, violet bag, urbantouch, medplusbeauty and what not, for approx last 2 years, with neutral or exceptional experience.
I placed an order for a catwalk black Belly shoes, order no: 120328001629, on 03/28/2012. After receiving the merchandise, I realized that it was very big for me, and returned it. I decided to take a credit voucher instead of cheque, and that was my biggest mistake, I guess!!!. After making numerous attempts with the customer service, I finally got my voucher on or around April 25, 2012, over the phone. (Please note: almost after a month, and mind it, it was over the phone, I will let you know why I emphasized it…)
All happy with my success to finally get my money from Jabong, I placed another order on April 28, 2012. I miss the order confirmation call. Another milestone towards the disaster. On April 30, 2012 in the morning time, I called and confirm the order, and the rep said, THE ORDER IS CONFIRMED but I never received it. After couple of days, called to check the status of the shipment, only to realize that, the day I called, the order was already in the process of being cancelled and they couldn’t stop it.
AND THE VOUCHER WAIT STARTS AGAIN!!!!
After making numerous attempts and patiently waiting for the voucher, finally I spoke with Anamika Sharma (The floor supervisor) on May 23, 2012, who GUARANTEED me, that she will call me up and will give me the voucher over the phone in next 48 HOURS. Guess what!!! NO call, no follow up and the saga start again… On May 27, 2012, I spoke with Aman, the rep, who did not even know the “C” of customer service. The advisor did not had the caliber to handle an irate customer and I was self escalated to Anupam Verma, Team ops lead… kewl designation. But he was worse than others. “HE STRAIGHT REFUSE TO HELP ME OVER THE PHONE, AND STATED THAT I WILL GET THE VOUCHER ONLY AND ONLY BY EMAIL, NOT EVEN OVER THE PHONE”. That’s their policy for security reasons.. I guess their supervisor and ops lead needs to be on the same page, of what the policy is all about. Because I received 2 different information from 2 different managers.. and last but not the least, 2 months passed by from the original order date, and I am still waiting for my money, that I paid them…