I purchased a total of 5 products from AJIO.com on 22nd June, 2020 which was delivered to me in 3 separate packages. Out of 5 products, I received 2 products in 2 deliveries and the 3 products that I was supposed to receive in one package delivery, the package delivered came in empty with a plastic bag and a tissue roll in it. Chased the delivery guy and he asked me to take this up with Ajio since the package wasn’t tempered.
I filed a complaint immediately with AJIO customer care, and they asked me to wait for seven days to investigate.
After 7 days, my complaint was closed without any proper communication/resolution.
This is the fifth or sixth time this complaint is being re-opened.
After about 2 weeks of following up with the customer care multiple times, the team informed that there hasn’t been a proper investigation response from the courier company.
I spoke to a supervisor who agreed to escalate the issue and provide the resolution at earliest.
On 14th July, I called Ajio customer care again and explained the whole issue and the situation, he spoke to the team and came back to me and assured me of two resolution options:
1) Refund back the missing products amount
2) Re-delivering the missing products.
I agreed and was assured that I will be provided with one of the resolution options the next day 15th July, latest by 10:00am.
I didn’t receive any call/resolution and they closed my complaint yet again. Called customer care to re-open the complaint and they assured me that the refund or the re-delivery of the products as resolution would be provided as soon as it is updated in the portal.
The next time my complaint was closed without prior information, I did a follow up with customer care saying that there hasn’t been a resolution provided yet, we came back to the same conversation we had at the beginning. There has been no progress so far, and the issue is just being dragged on and on.
It’s almost a month now and they finally told me that they can’t do anything about it and they can’t provide any exception.
I have raised an official complaint to the National Consumer Forum because of the very poor customer service from an e-commerce like Ajio.
They have failed to live upto what they have promised and assured the customer.
Bangalore 560035, Karnataka