I would like to share an incident which happened recently and this was "Very Disappointing".
I had placed an order on 04-Jan-2013 and same was marked delivered by DTDC (Courier service partner) on 11-Jan-2013 which was actually not delivered to me.
I called up Pepperfry customer support to get the actual reason and I was informed that they will procure POD (Proof of Delivery) to resolve it. I agreed for the time frame provided. After completion I called up once again and same lines were repeated stating that there is a delay from DTDC somehow I agreed for further timelines, post completion I called up and same thing was repeated again and executives kept on repeating that we are not at fault for the third time I called to know the status unfortunately same liners were repeated.
Due to delay I got irritated and ask to transfer my call to their shift incharge, Revert: There is no senior person available neither on weekends nor in evening.
I got a call on Sunday stating that case will be resolved on Monday anyhow. Once again to my utter disappointment I got a revert that DTDC is not responding for the reason we can’t do any thing in this case only option you are left with is to wait.
Clarification required:
Does it actually take more than 7 days to procure a POD.
Is it all about the customer satisfaction & delight which pepperfry adopted.
It has been mentioned on the website that we are available 21x7, then why any senior person wasn’t available to attend a call or have you obtained such a position in the market that you don’t require to be available on weekends and evening.
I wonder how could your team say that they could not procure it as I wrote an email to DTDC yesterday evening and have got POD today morning and surprised to see that the signature doesn’t belong to me.
Please find attached POD
If you require my specimen signature I can send it too and most of the times I used to write my contact no. along with signature.
Is this to be expected actually.
Regards
Ashwani