I was looking out to buy a voltage stabiliser for my new LED TV when I noticed this portal. The pricing for the product was fairly cheaper as compared to other online portals. They even offered a special discount for pre-paid orders.
Being a frequent online shopper, I wasn’t scared to place a pre-paid order. After going through the portal thorougly, I felt it to be a reliable shopping site and ended up placing the order on July 28th, 2018(Order ID: 2329414 Vguard Crystal Plus).
I received the package on August 6th, which was a reasonable time frame for the delivery.
It was an okay kind of packaging with some unacceptable flaws. The internal foam packing was not attached to the product packing which definetely would have damaged the internal components during the course of shipping. Hence I started examining the product in detail and noticed to my surprise that the warranty seal was dislocated and there was a crack near one of the cabinet screws.
Warranty seal, if found tampered with, is definitely a reason for the manufacturer to deny any warranty claims. Added to that, the damage that would have occured to the internal components due to the poor packaging left me with no other choice but to apply for a return.
Now comes the real pain. I registered the return request on 6th August 2018 and even after a week, nothing got updated from their end. Customer care was not reachable and their email support team kept copy-pasting that the return request has been accepted and it will be processed soon. I even had a conversation through their Whatsapp support.
Finally I decided to take up the issue directly with their logistics partner, M/s Delhivery. Same process of multiple emails followed with Delhivery again with multiple assurances from them that the issue has been escalated. Finally, the product got reverse picked up on 25th August. I was happy thinking that Moglix would initiate the refund process immediately since my product got picked up but NO they have a totally different procedure. -
The product has to get picked up by their reverse logistics team(in my case, M/s Delhivery) and they have to confirm the pickup(which normally does not happen the same day). This product has to reach back safely at the seller’s address and the seller has to approve the eligibility of refund.
The product got delivered back to the seller on September 4th, as per online records available from Delhivery(AWB: 1210211569186).
I finally got the refund to my account on 6th September 2018(for an order initiated on July 28th). If I review the entire chain of incidents, then it could be zeroed down that the irresponsible attitude from their reverse logistics partner created a major delay. But my concern starts from the product packaging, the quality of the product, their inability to get the work done through their logistics vendor.to name a few.
A market place where companies compete in terms of customer satisfaction, Moglix has to travel way too long to even get compared to be an online shopping site.