Unhappy Customer

Location/place: Ahemdabad

Name of company/service: Naaptol.com

This All started when i ordered a product from Naaptol.com , A sewing machine Worth 1700 from the website with order No.3861842 and i got the product , was happy to recieve the product and started using it and suddenly after a day or two , the machine stopped working and i called in to coplain about the product , at first they asked to send the product by our own and later after complaining they said ;” you can send it by Blue Dart with the company’s account FOC, the product was sent 26th May With Blue dart Docket number : 13504567090. The product was received by them on 28th May and they never reverted back after that .After a long wait when called in the customer service they said they havent received the product , the reason we said that they received the product on 28th was because of The P.O.D received by Blue Dart, The customer service asked to send the POD to them Via email. It was sent to them and still they didnt revert back , even they emailed us that they received the product as per the POD . On 15th when we called the customer Service they were still with the same page that they havent recieved the product, explained them the earlier process they asked to and the relevant things were sent , they tried to explain that the system was not updated with the status that they recieved it still they asked to call back after 4 days to know the status, we called back on 22nd to know the staus , had a word with CSR named Sanket,he said that the issue cann be solved by him and the supervisor will solve it, when requested to escalate the call to supervisor he sid it cannot be done and the call was disconnected. They still said that they havent received the product and the system is not updated , how Irrelevant can be such that system is not updated since 20 days after a product has been sent. Finally called on 23rd ,Had word with A CSR named Swapnil . he was also not able to solve my query and was going on having irrelevant talks , requested him to transfer , he kept on hold and disconneced the call, Called again and that time was tlaking to A CSR called “GUDDI” she was also making me go round and round with hr answers when i was constantly asking to transfer the call to a supervisor and she also said she cannot trasnfer it to a supervisor and she also disconnected th call, Finally called again and had a word with SWAPNIL, he also did the same weird reply that it cannot be done and then after shouting at him he transferred to a supervisor Named PRAMOD , he was polite and listening to my issues unlike others who were not at all listening to my issues, were trying to put all there rules on me, as per me the worst Cusotmer Service,. Pramod finally asid that he needed time and said will confirm the things in a week. i asked for a refund as i said it was almost a month running after a product and callin them so many times and wasting money. He promised that he would provide me a good quality of product and wouldmake sure that it doest happen again. On 28th i recieved a product from your side , i was not able to open it or judje it because i was busy at Hospital as my uncle was In ICU and i had to run after that , On 30 2 days later i opened the box and Alas what i see a used product first of all, secondly it was broken from different side and thirdly it was a complain machine Sent from MR. T madhav From Hyderabad with a order number 3902427. there was a letter from him inside the box coplaining for the same. As i saw it i called the Customre service again, this time it was a CSR named Vijaya, i gave her the order number and asked to transfer the call to Pramod directly as he promised me that whenever i called back and asked to transfer to him , the call would be transfered , but here again a worst cusomer service , she was trying to explain me the things again, i requested her that please tranfer the and she went on with her explanation again, finally after transferring , i got a reply from PRAMOD that company policies and rules are more important than a customre and his problems so he neither can help me nor can he give me a refund and i can keep that derected product with me . i thought above was the worst customer cervice provided to me and worst online shopping experience i had with NAAPTOL, as they are not concerned about the customers , they are concered about the company policies and giving defected things back to a customer.