Ordered a Mango jeans from Jabong on 9th July 2015. Order No. 150709249493655. This was a prepaid order and was for size 38.
They instead delivered a size 36 of the same product. Return pickup was done on 20th July. It took them five calls and repeated follow ups to agree that the pickup has indeed been done.
They delivered the exchange product on 25th July and guess what, they again delivered size 36. I have spent more than an hour explaining to their customer service folks that a mistake done twice is a blunder. I have been given advice that this time I shouldn’t go for an exchange and return the product & get jabong credits(that I might not want to buy from them beats them).
They have been pretty forceful in emphasizing(there is a gentleman called Kapil Modi who sets the standards in customer intimidation but with lawyer like language) that onus is on me to send pics of the product to prove to them they have actually committed a mistake. The language used is since you have raised a dispute, you need to prove that the product sent is actually wrong.
They refuse to inspect the product returned on 20th which had the same problem. First you send the pics and then we would start an investigation. We can’t be bothered with checking the first product.
Also been give advice that I should still try the jeans, what if it actually fits.
A classic case of company which feels that it can make mistakes over and over again and get away with it.
Do you think the company should make up to an aggrieved customer in this case and also let the customer know how this can happen again and again?
Please let me know your views.
Incidentally this isn’t my first purchase from jabong and have been a regular customer.
Will post the pics of the 36 inch jeans later in the day.
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