Let me start by saying that I am a regular user of online shopping portals and my experience with other sites such as Flipkart, Snapdeal and Ebay have been exemplary. I have placed multiple orders with them and goods have been shipped within 2 days of ordering(mostly next day of order) and have been in my hands within 4-5 days or placing the order.
I decided to order with Indiatimes Shopping, considering that its part of a big corporate group and nothing can go wrong, and they will have good systems in place but boy was I proven wrong.
2nd December, 2013 - I ordered an LG G2 32GB Black phone and was informed a delivery date of 9th December. The Order No. is 3002859357.
7th December – Finally order is shipped with tracking no.10115296745 via delivery courier.
9th December – The tracking on delivery site shows the order status as “Detained in Sales Tax.” On calling delivery, I am told they will update on status in 48 hours. I emailed Indiatimes Shopping asking for clarification.
10th December – Expected delivery date changes to 12th December, 2013.
12th December – On talking to delivery, I am told the consignment is still stuck at Sales Tax and no expected date of delivery can be given. I call Indiatimes Shopping and am asked to call back if the product is not delivered within the day, and they refuse to take any complaint before that, even though I inform them of what delivery is saying.
13th December – I send email to Indiatimes and Case ID:1202170 is opened with a promise that the case handling agent will get back to me. I call delivery and am told the goods have been released from Sales Tax will be delivered positively by 14th December. I send an email to Indiatimes asking for order to be cancelled and my money refunded if the goods are not delivered by 14th December. Delivery website tracking shows "Detained at Sales Tax."
14th, 15th December - The order was not delivered. Delivery website tracking shows "Detained at Sales Tax."
16th December - Again I had to repeatedly call delivery multiple times and was constantly kept on hold and the line disconnected. On the 5th call to delivery, I was finally able to reach an executive who promised that the order would be delivered on 17th December without fail. Delivery website tracking shows "Detained at Sales Tax."
17th December - The order was not delivered. Delivery website tracking shows "Detained at Sales Tax." I commented on Indiatimes Shopping site against the Case ID 1202170 that I want a refund since the order has not been delivered yet.
18th December - Called Indiatimes Shopping in the morning at about 11am and was promised by the executive that delivery would happen within 24 hours or else my money would be refunded to me. Also tried to call delivery 10 times but each time I was kept on hold for 8-10 minutes before the line automatically disconnected. Could not get through to the delivery customer service. Delivery website tracking shows "Detained at Sales Tax." I commented on Indiatimes Shopping site against the Case ID 1202170 noting the conversation above which promised delivery within 24 hours.
19th December - Delivery website tracking still shows "Detained at Sales Tax." The "Track Order" option on Indiatimes Shopping site now has shockingly removed the Case ID 1202170 from the order tracking and some old Case ID reference before shipment of the order is being shown. Further spoke to Indiatimes representative who refused to take cancellation and refund request and assured that someone would contact in 24 hours. Subsequently I wrote to Indiatimes Shopping demanding cancellation and refund.
Today, 20th December - No response has been received from Indiatimes Shopping. Delivery website tracking still shows "Detained at Sales Tax."