Traditionally, customer service is a big joke in India. Typically companies set out to do business based on volume or quantity as we’d say, not the quality. Had I relied only on Infibeam guys to surprise my wife with an awesome bouquet and chocolates in her office; I’d have ruined the entire valentine day. Congratulations to me for buying the gifts well in advance and presenting them to her at 00.00. Let me share my experience of buying on Infibeam and then never getting the items delivered.
Infibeam is a fairly known name in Indian e-commerce. I had visited their site several times and knew they offer to deliver Roses and chocolates all over India. Infibeam is also one of the first e-commerce sites in India to offer their own branded ebook reader, called Infibeam Phi. All this certainly makes one gain trust in the site and assume that these guys have invested a lot in their customer service. I ordered an awesome looking bouquet with chocolates and wrote a special note with the order that the order needs to be delivered between 10 am – 6 pm at my wife’s office. Since the site advertised 24 hour delivery (or something similar, I don’t recall) on Valentine Day, and I was ordering the bouquet about 2 days in advance, I knew the flowers would get delivered on time. I paid cool Rs. 1350/- for my order.
Now came the D-Day and I started waiting for a call from my wife about the delivery of flowers (meant to be a surprise). But she didn’t. So I called up the customer service and asked for the status of my order. The website showed ‘In process’ or similar message. The customer care representative said she has no clue about status of the order and assured me that the order will get delivered on time. I called the customer service again after few hours and got the same message again. I called them up for the third time at around 5 pm to know whether they were considering delivery of my order. The customer representative said she’ll forward my request to her manager and make sure that the order will be delivered.
The order was never delivered.
The customer care should have informed me the status of my order or possible delays. They should at least have provided me with the number of their own local vendor who I’d have contacted to check the status, if they couldn’t do it.
I asked for a refund and got it after few days. But one thing is sure – I’m never going to buy any item from Infibeam again.
PS: Even the Phi tablet is low quality, according to Pluggd.in