My ITBC Membership number is ITBC09999082
On 17th April '09, I placed 2 orders with ITBC... one online for Reebok shoes and the other one through a telesales call for United Colours of Benetton Ladies Wallet and Belt set. The order for Reebok shoes got processed fine and I recieved the same within reasonable time. The other one got botched and I recieved a Reebok T shirt in place of the UCB Wallet and Belt, on 7th of May.
a) I rang up the customer care and spoke to one Mr. Samrat who went on to inform me that the T shirt was a gift to me and my original order was being put into process and I would soon recieve it.
b) I again spoke to customer care on the 10th of May to enquire and i was told that it was no gift and that i would have to send it back to them through courier and after that they would process my order. I also put in my first email to their ID: [email protected] requesting them to sort out this mess.
c) I wrote to them asking for instructions in written regarding the process to be followed for return and the cost liability to be taken by ITBC for returning the wrongly delivered product.
d) After seeking clarity on the process I couriered them the parcel (T shirt alongwith a covering letter, the invoice copy and a copy of the courier bill as instructed) on May 21st.
e) In response to my call today 9th June, i am informed that they have recieved the returned parcel today itself!!! (Read- that they have Updated their records today & the courier company has a ITBC stamped POD dated 25th May. 14 days to update the reciept of the parcel!!!)
f) Some of their email responses clearly state that they have fully processed my order and therefore no cancellation or refund is possible. Some guy mentions that I should refuse the delivery of the order at my doorstep... without bothering to look into the history of correspondence or trying to understand the issue. the issue is of wrong DELIVERY, so where is the chance to refuse the courier delivery anymore.
g) There is total anarchy in this company, their dispute redressal system is extremely poor and non-responsive in this age. The customer care is full of non-accountability to the customer himself. I have felt that I was dealing with some cheap online company and not with someone who has the name India Today attached to it.
h) It has taken I believe 10 calls and a similar number of emails... and i still dont have my ordered product, which has been paid for in full on 17th April!!!
If there is somebody from ITBC reading this... well what can I say, can you do something about this?
0 comments