We wish to raise a complaint with regard to an online order placed for purchasing a laptop with ‘pick at store’ option where the laptop is not available at the store and store staff advised to cancel the order. Details are as follows:
We received an email on 11 August 2020 for Order booked on date: 9th August 2020 of a laptop confirming ‘pick at store’ - Reliance Digital, Shelar Park, Near Khadakpada Circle, Kalyan West, Kalyan 421301. Said email stated that the product will be reserved till 23 August 2020. Needless to mention that, the product was available on the date of the order as per the website and the confirmation email.
I visited the store at Khadakpada, Kalyan on 15 August 2020 to take the delivery, however, Sanket Pandit, Store Manager, and Somu, the store staff, searched the laptop in the store and after 20-25 minutes, they informed that laptop is not in the stock at the store. Checking by Somu in the order system confirming the order and search by the staff in the stock at the store, indicated that the store received the stock which was sold by subsequently sold by the store instead of reserving the same, ignoring the order against it.
Sanket Pandit, Store Manager, informed that he will arrange the laptop and advised to visit the next day i.e. 16 August 2020. I left the store when he confirmed that the laptop would be available on 16 August 2020. He added that I will receive a call from the store confirming the availability of the laptop. However, on 16 August 2020, at 10:58 am, we received a call from the Store that they could not arrange the laptop and the laptop is not available. During the discussion on the resolution of the order, the staff advised that the only way to resolve is to cancel the order. This communication was not expected from the store. Further, again received a call from the Store at 12:01 pm, after an hour of the initial call, to obtain the order number. When enquired about the reason for obtaining the order number, the staff informed that the order number was required to make the internal correspondence regarding the unavailability of stock. This indicates that the actions for rectifying/making stock available were not made in the system. The staff also enquired whether I cancelled the order which was unusual and was unexpected.
Meanwhile, last week, to confirm the status, we called on the Store telephone numbers(0251 2234581 / 0251 2234582) mentioned on the website as well as a confirmation email, however, despite multiple attempts, we could not speak to the Store. The store did not pick up calls made on 0251-2234581 and number 0251 2234582 is not functioning. The customer care representative shared another mobile number 7021473241 which is always switched off.
We request that we don’t wish to cancel the order. Kindly arrange the delivery. But without any notice, the customer service has cancelled the Order on 17th August 2020. We lost our time from 9th August till 17 August. Now the Order is cancelled by Reliance Digital But the refund amount is not credited to our account. I will not give one star also to this Company. They are worst in all sense.