Faulty product – Poor logistics – Very poor Customer Service

Location/place: Mumbai, Maharashtra, India

Name of company/service: Infibeam.com

I bought a Binatone Corded PABX Slim phone on 4 October 2012 worth Rs. 338 only and paid in full online. It got delivered on 11 October 2012 at 3pm.

The product I received is faulty that is broken in half and severely damaged.

I lodged a telephonic followed by an e-mail complaint as soon as I find it a faulty product. I waited and got a reply after 9 days asking for photos and details. In my original e-mail I attached all the photos and completed all the formalities required. Yet I received an automated e-mail.

After I sent it, I got a thank you e-mail and have been waiting ever-since (around 14 days). Following up with numerous phone-calls, sometimes they disconnect the line, and sometimes I am put on hold forever keeping in mind that it is an STD and premium call charges applied.

So, is this the future of Online Shopping in India? Poor logistics & management and horribly disappointing Customer Service? With increase in competition and more and more E-commerce, are they really geared up to manage demand and supply; professionally and efficiently??

If anyone else is disappointed with Infibeam.com please comment on this.