Srinagar: Despite tall claims of efficient customership, the services provided by the online shopping giant Amazon have hit an all time low with many customers claiming the products have not been delivered even after lapse of one month from the date of booking from their official website.
I booked a vertical water heater on March 30, 2017 from the Amazon and expected its delivery within a fortnight as promised, said Farooq Shah, a customer. It was indeed a long wait but I still thought Id get it one day.
Shah said he received a mail from the Amazon confirming the delivery.
We would like to inform you that your order is/are out for delivery. You will receive your shipment by the end of the day, the email, dated 26 April, said.
The next mail, however, was pretty disturbing: This is to inform you that delivery of a package from your order, with tracking ID 940815400, shipped via Gati, might be delayed due to inclement weather conditions. If you haven’t received your package within three days after the Expected Delivery Date, please let us know and we’ll help resolve this situation for you. We are sorry for the delay, it said.
The weather was alright and the excuse was pretty silly, Shah said.
The next mail, however, drove the final nail into Shahs shopping: This is to inform you that a package from your order with order ID 408-7301636-0350713, shipped via Gati, is being returned to our Fulfilment Centre, the Amazon mail read. Unfortunately, we’re unable to re-dispatch orders that are returned to us as undeliverable. If you still want these items, we’d suggest that you return to our website and place a new order.
Shah raised the query with the Amazon customer service. I had a detailed chat with one executive who identified himself as Mr Abhishek, Shah said. He offered an apology on behalf of the company and promised the product will be delivered within the next three days. He even offered me a voucher worth Rs 100 as a token of apology.
Shah showed the saved chat confirming his claim.
I am assuring you that you will never face this kind of problem in near future this is the last time for this kind of inconvenience, the customer care executive wrote in the chat.
After three days Shah again checked with the customer care and was told a refund had been initiated in his favour as the product was no longer deliverable. An executive who identified herself as Ms Priyanka told me bluntly that I needed to buy the item all over again, Shah said. This must be some sort of a joke that even after lapse of one month, I didnt get my product.
Should the customers suffer on any account, there was no compensation procedure with the company, Shah quoted Ms Priyanka as having said. Apart from an apology, theres nothing I can offer.
Shah relates a similar incident when one of his previous orders was cancelled without being assigned any reason.
Many customers from Kashmir have had similar stories to share. If the online shopping companies are unable to deliver things successfully, they shouldnt offer them on their website in the first place, said another customer,Waseem Ahmad. Why raise false hopes?
Citing security reasons, many companies have delisted Kashmir from their delivery lists.
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