Location/place: Vadodara
Name of company/service: homeshop18.com
Dear Madam/Sir,
I had ordered a Head Radical 25 Tennis Racquet from homeshop18.com for my 7 years old child on 3rd March 2013 against order no. 923023669 (Sub Order No. 55168425). I made an advance online payment of Rs.1316.00 for the same.
The company delivered my order vide AWB# 13800133362 through vendor self courier on March 8, in a packed condition, we insisted on checking the delivery in front of the courier boy, but he did not allow the same so we acknowledged the receipt of packed delivery, but when I unpacked the delivery, I found out that the racquet was of 21 size instead of 25 size which I had ordered.
I raised a complaint ticket no. 79912989 on 8th March, 2013 at their website and also called the customer care over the phone. The reply on my complaint ticket was that I should pack the delivered racquet and send it back via courier to Genie sports pvt ltd, #182, Devi Nagar, Suraj Kund Road, Meerut-250001, their vendor. I also received a SMS from homeshop18.com stating the same. So, I made another phone call on 8th March only and told their call center executive that I will not be sending the same back via courier to any place and requested their call center executive to transfer my call to the supervisor, I was denied the same saying that the supervisors were busy. I asked for a complaint no. for this call but I was provided the same complaint no. as mentioned above, which is actually my online complaint ticket no., when I mentioned this to the executive, he still did not provide me a new complaint no. and told me that I will receive a phone call from a supervisor within 2 working days. Later I received a SMS from them with a complaint no. 9914429 for an order no. other than mine (order no. 923023517, I am still in the dark about this order no.)
On March 11th I again called them as I did not receive any phone from their side I repeated the entire episode and also that my child has been crying for the Tennis Racquet, I still did not get any resolution or a chance to speak to the supervisor. Later I received a SMS from them again with a complaint no. 80008957 for an order no. other than mine (order no. 923023517, I am still in the dark about this order no.)
After many more calls to homeshop18.com for my still unresolved complaint, finally managed to speak to Paramjit, their floor supervisor on March 12th, who after listening to my plight, told me that he can arrange for a reverse pickup, i.e. a courier will come and pick up the delivered product from my address, which I denied point blank and asked him to send me a correct product delivered via the same person who will be coming for the reverse pickup. I told him that I was ready for a hand to hand exchange only. Paramjit told me that he will arrange for a call from the complaint cell. Later I saw that my online complaint ticket no. 79912989 on 8th March, 2013, was closed with a resolution that a reverse pickup has been arranged from Aramax, without any mention of the exchange product.
I waited for a call from homeshop18.com Complaint cell but no call came so I called them again and asked for Paramjit on 13th March but to no avail and the complaint remained status quo as I told the call center executive again that I will not be allowing a reverse pickup without the correct exchange product. Later I received a SMS from them with a complaint no. 80096395, this time for my order no. 923023669.
Again after some more calls from my side I finally received a call from Ashwini in their Complaint cell on 15th March, 2013, who after listening to the entire episode again told me that he will provide a resolution soon. Later I received a SMS from them with a complaint no. 80160071, for my order no. 923023669.
Again on 19th March I received a call from homeshop18.com from NOIDA phone no. 0120-2441918, the voice on the other side was not very customer friendly and was trying to avoid resolution of my complaint; instead he said that nowhere has homeshop18.com mentioned on their website that Head Radical 25 Tennis Racquet is a size 25 Racquet. After hearing this I have understood that this website is not ready to exchange my ordered product and as the delivered product – Head Radical 21 Tennis Racquet is of no use to my child (my child played with this size when she was 5 years old.), it is time to write to the authorities for this.
Madam/Sir, I seek the help of your team to please help me resolve my case/complaint with the website homeshop18.com.
Thanks and regards,
Monish Bhatia
Mobile # 9428820079
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