Location/place: Bangalore
Name of company/service: HomeShop18
9th July 2012: I placed an order for 2 units of Lock & Lock Meal-kit and made an advance payment through Net-banking.
12th July 2012: I raised a support ticket no. 7307445 as it was already 4 days and the product was not delivered yet.
13th July 2012: My support ticket no. 7307445 is closed by the customer care team and the AWB of the shipment is updated however the same day I received only 1 unit of the product. I immediately called up the customer care to register a complaint and the executive promised the other unit will be delivered by 20th July 2012 at the max.
16th July 2012: I called up on customer care to check on the status of my complaint and the executive told me my earlier complaint call was never documented and they have no such complaint. I again raised another complaint with the no. 73136099 the same day and got a call in the evening promising the other unit will be delivered with 72 hours i.e. it will be delivered by 19th July 2012.
19th July 2012: I didn’t get any sms on the product being shipped so I called the customer care again and was promised the product will be shipped the same day and I should receive it on 20th July 2012, but as usual again there was no further information.
20th July 2012: The same story is repeated. I again call back the customer care and am told it will be shipped within 2-3 days as usual but this time to be on the safer side, the same day I also raised a support ticket no.73233611 stating the entire story. I don’t get any reply on that ticket till 23rd July 2012.
23rd July 2012: I again called up customer care no. and spoke with Vishal Sharma who is the supervisor. He promised within 2 working days the product will be shipped, also there was a response posted on my ticket saying ‘ Customer Care-)23-07-2012 15:50->Dear Debleena,Apologise for the inconvenience caused.We are working on your case number 73136099 on priority basis. Kindly provide us with some more time to resolve the issue.Appreciate your patience. Please feel free to get in touch with our customer care if you have any further clarification.Regards,Customer care Team |Homeshop18 |0120-4455918’ and the ticket was closed online.
26th July 2012: Now it has become a routine for me to post support tickets online and it has become a routine for the customer service to reply on the ticket stating 2 working days. These 2 working days seem to never end. So today also the same story was repeated, and again the ticket was closed saying issue will be resolved within 2 working days. I also called up the customer service and spoke to Vishal Sharma again and he said they are not able to ship because the product is not in stock whereas when I check on the website I can see the product is very much in stock. He also promised this time for sure the product will be delivered within 30th July 2012 max or else money will be refunded.
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