Complain against AVA Merchandising / AVA - The Dream Merchants: An ISO 9001 Company (Website: http://www.avamerchandising.com/)
Along with ABN AMRO Credit Card statement, I received a catalogue containg products from "AVA - The Dream Merchants: An ISO 9001 Company". These were special offers from AVA - The Dream Merchants to ABN AMRO Credit Card holders. Later I learny that they have similar tie-ups with other banks as well as some low cost airlines. (http://www.avamerchandising.com/tieup.asp)
I placed an order for 101 piece dinner set with AVA Merchandising (order confirmation number 190039115) on 23rd August. SMS confirmation said that ordered goods would be delivered within 2 weeks and the agent taking the order said that ordered goods would be delivered within 3 weeks. (Is this how an ISO 9001 company "MAKE PROMISE"?)
Today being 30th September is the 38th day after order placement. I have still not received the 101 piece dinner set (even after 38 days i.e. beyond 5 weeks). (Is this how an ISO 9001 company "KEEP / BREAK PROMISE"?)
I sent mail to the following email-id once on 15th September and again on 24th September:
[email protected]
[email protected]
[email protected]
They didn't even bother to respond. (Does an ISO 9001 company believe in "SILENCE IS GOLDEN"?)
I tried to track my order through http://www.avamerchandising.com/Tracking_Investment.asp. The site does not even work. (Is this an ISO 9001 company's way of being "CUSTOMER FRIENDLY"?)
Tried contacting them over phone. SURPRISE! SURPRISE! They have a toll free number for taking orders but a chargeable number for tracking orders. They keep you waiting sometimes for 30 mins. or even more, sometimes they just dis-connect, sometimes they say that the goods are with courier company but they do not have any mechanism to check status of delivery. Finally they said that ordered item has been despatched supposedly on 18th September through First Logistics and gave me a reference no. I then checked that at http://www.firstlogistics.biz/home.html and got a message "Sorry Consignment Not Found." In essence, a false reference no. (Is this an ISO 9001 company's definition of "CUSTOMER CARE"?)
Meanwhile, sent a mail to ABN AMRO customer care sharing my experience:
Although you are not liable for this transaction (as per your offer document - terms and conditions), I would like to bring to your notice the unprofessional behaviour of AVA Merchandising - they do not CARE to inform customers in case of delay or provide any explanations. If I call them, the sales guys just puts the phone down without any communications. The experience is similar to what others have related in various websites.
At least, do me a favour - could you please provide an escalation point in AVA Merchandising to whom I can register a complain.
Cases like this will tarnish your image. You should seriously review your associations with partner companies from time to time.
(THEY DIDN'T EVEN THANK ME FOR THAT!!!)
Finally thought of sharing my experience in this site (JOINING THE "DUPED" PARTY).
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