Hello there,
I am Parveen Sharma, India Today book club member since more than one year (my membership number is: ITBC08362045).
Through this communication, I wanted to share “dismal” customer experience that I am experiencing since last one month.
On Feb 23:
I received a call from India Today sales team and placed a order of Rs 2589/- (collection of some books, one holiday voucher, return ticket and entry to 60 lakhs sweepstakes). At the time of booking, I was told that all the gifts would be delivered within 25 days. I was also give the order tracking number: 110005053 against this transaction.
On Mar 09:
I called up India Today book club customer care number @ 011-40502424 to check status of above mentioned order and to my surprise Mr. Ankit told me that the order was not processed yet and would be delivered in another week’s time. He also confirmed that above mentioned order tracking number should be used for all the future reference.
On Mar 19:
Given that extended one week window was expired, I again called up same customer care number and spoke to Mr. Amit. After mentioning the order tracking number, I had to explain Mr. Amit about the issue I experience in details. As a response, Mr. Amit told me that the shipment has been dispatched on Mar 04 with speed post consignment no: ED865567622IN. I immediately checked the status of mentioned speed post online (http://www.indiapost.gov.in/Speednew/Track3.aspx? articlenumber=ED865567622IN) and found that there is no data available against mentioned reference number. Mr. Amit then insisted me to check in the local post office and when I countered his argument to check it at his end (since it’s India Today book club’s responsibility to deliver goods), he promised to call back by coming Saturday i.e. Mar 21. I also told Mr. Amit that I am planning to refer Consumer Court if this issue is not resolved soon.
Pls note that I haven’t received any update on Mar 21 as was promised.
On Mar 23:
To my surprise, I received a call from India Today book club. This time name of representative was Mr. Mukesh. He greeted me and introduced himself in very humble way, for the moment I thought this would be end of problem and this guy is having some good news. To my surprise, this time call was from another sales representative and he offered me another set of goodies at nominal price. When I told him about my experience (so far), he hanged up call by advising to call customer care. I followed his instructions and called up above mentioned customer care number again, this time it was Ms. Priya on the call. For the first 5 mins she wasn’t able to track my order and asked so many ir-relevant questions; once she understood the problem, she also repeated the old response that shipment has been dispatched on Mar 04 with speed post consignment no: ED865567622IN etc. I asked her to connect to someone her senior so that I could escalate the issue. As a response, she said her seniors are busy at the moment and gave me a complaint number (i.e. 33498) and advised to wait for another 1 week. I asked her why her company didn’t update me on Mar 21; she responded that at customer care they don’t have facility to call customers. I was wondering why someone made false promise at first time.
After so much hassle, and spending my time and money on follow-ups, I am banking on this mail to get at least some tangible answer and response.
I hope someone would look into this matter and come up with the solution.
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