Complaint Details

Status	:	Closed
Complaint No	:	0060505/2016
Category	:	Service Provider
Date	:	24-02-2016
Subject Line	:	Non Delivery of Product and Failure of Intimation without refund
Complainant	:	Neelima Menon
Address	:	103, Pioneer Residency, Rose Garden Road, JP Nagar 5th Phase
Complainee	:	sendmygift.com
Address	:

Complaint Details
This is regarding Order number 145046929 that was placed with Sendmygift.com on February 10 2016. Payment Confirmation of Rs 399 is attached. SMS confimation for the order was also received on +91 9620261472

After initial conversations with the team post placing the order, the expected date of delivery was 13th of February 2016. This was a verbal communication only and therefore there is no documented evidence of the same. This was intended to be a gift for the 14th of February, however the product was not delivered by this time.

After the 14th of February, multiple attempts were made to communicate with the sendmygift team via their customer care number, but the call never went through as they always kept playing the message that due to high call volumes, they will not be able to answer the call.

On February 22 2016, 2 SMSes were received from the SendMyGift team, with details of a special helpdesk for all delivery issues and refund. The Numbers were: +91 9108953027 and +91 7899928168.

I had a conversation with a lady on the number +91 7899928168 on February 22 2016. She assured me that they will attempt to deliver the product on the same day, and that there has been a huge rush for them due to Valentine’s Day, resulting in delayed deliveries. No delivery was made on that day. I tried calling the same numbers multiple times the next day to follow up, but both numbers reported as being ’Switched Off’

I then called the SendMyGift Customer support Number 080 4654 4444 on February 23 2016 at 12:44 PM, and spoke to Mr. Sheikh, one of their customer support representatives. This call was almost 8 minutes, including hold time. I was not happy with the response from Mr Sheikh, and requested that he redirect me to his superior. I was told that there was no superior available, and that Mr Sheikh himself was a senior officer. At the end of the call Mr. Sheikh informed me that the product was already with the delivery person, and he will ensure that the product is delivered before 9 PM on the same day. No delivery was made that day. I attempted multiple times to call the Customer Support number in the evening of 23rd February, but unfortunately was unable to get through to a customer support representative.

I called the Customer Support team once again on 080 4654 4444 on February 24 2016 at 12:30 PM, and spoke to Mr. Gopinath, another customer support representative. I requested him to connect me to Mr. Sheikh, as he was already aware of my issue. I was informed that Mr. Sheikh was unavailable to take the call. I explained the entire issue to Mr. Gopinath, who initially told me that they were facing delays in delivery, and that I could expect the product to be delivered by Monday, which made me furious. I informed him about the promise made by Mr. Sheikh, following which he kept me on hold, only to inform me that the product was not dispatched at all due to a technical issue. On hearing this, I requested the call be transferred to their escalations team. He also accepted at this point that the information I received from my previous calls was factually incorrect.
I was transferred to a Mr. Dharam, who had no explanation for why the product was not dispatched, or for why no communication was made to the sender that the product cannot be dispatched or for why an order cancellation request was not initiated. I verbally communicated to them that I will be raising a consumer complaint against them and requested for details of the person concerned. I was given the name of a certain Ms. Harsha, but was not provided with an email ID. I then demanded to speak to Ms Harsha. After a long wait, I was connected to Ms Divya, who introduced herself as the Floor Supervisor. She again, did not have answers to any of my questions, but verbally confimed that SendMyGift team received a confirmation on February 19 2016 that there is a technical issue and that the product will not be delivered. Despite this, they did not attempt to contact the sender over the last week, nor did they initiate a cancellation. This call was almost 42 minutes long and I spend Rs 62 on it. I specifically asked for a cancellation request to be raised, along with a confirmation call and email. They said they have taken my request, but there has been no call or email confirmation so far.

I wish to take legal action on this company, ensure that they refund my money and compensate monetarily for my loss of time and money spent on phone calls due to their negligence and pathetic customer service practices, as well as for providing me with incorrect information regarding the status of the order.

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