I would like to bring to your notice the first time experience I have had as a customer who ordered a Air cooler (Order number 6291701 - Symphony Diet 22i aircooler) from your portal.
I’m completely disappointed with the service provided by you folks. I had placed an order for a Symphony diet 22i aircooler on the 11th of April 2013. Upon knowing that the delivery would take 7-10 WORKING days, I went ahead and placed a request to cancel the order. However, I did not receive any intimation about the order cancellation and when I enquired again, I got to know that the order has not been cancelled at all.
I have the following serious issues with your service:
Delivery time-line is way too high: Websites today ship products within 2-3 days and in your case, you have taken 5 days just to prepare the product for shipping.
Very poor IT systems: The order tracking system is a very poor system. For 4 days it only said the status as "Order verified" which does not mean anything to me. As of today (20th April), the system just says order is shipped and does not give me any tracking number to find out where the order is or when it will be delivered). Even your CSRs are not able to tell me which courier company would deliver the product (so that I can track it personally)
Rude staff : The person I spoke to on the 15th was very rude and was more keen on cancelling the order than helping me.
Disconnected systems: All your representatives are saying is that they will fwd the request to the concerned department and are not committing to any thing. As a customer, the person im speaking to is naaptol to me and so if every one passes the buck it is not useful at all.
No alerts : As a customer, I did not get any email/SMS intimating the discussions I have been having with your CSRs and hence I have no proof of the request I had placed for cancelling my order. In spite of repeatedly asking for a mail confirmation on the interaction I had, till date I haven’t received any
In all, it has been a horrible experience interacting with naaptol and having ordered with other online vendors, I found the experience to be extremely poor.
Personally, I would never visit Naaptol again but thought I should bring it to your notice so that at least future customers would not be impacted.
Just as a comparison, I ordered a memory card from Flipkart 2 days ago and the order was delivered within 2 days. The website provides clear status on where the order currently is and the delivery was very prompt.