After you get mega sales and wonderful deals at the national-level e-retail companies, find disappointment for free at the tricity e-grocers and discount the possibility of reliable customer care.
Online portal Myrationbag took an order for Rs 179 and sent confirmation to the customer on email, specifying the items, prices, payment method, and shipping address; besides promising an alert message on mobile phone when the order is dispatched. “We assure you the best service and a quality product at the best price, delivered at your doorstep” read the e-mail. The message and the package never came. The order had been terminated without informing the customer.
No customer care
The website’s customer-care line, listed as open from 10am to 7pm on all days, was closed for hours, and when it was open, no one picked up the call. Finally, Myrationbag owner Sarika Chopra answered the telephone and apologised for failed delivery, adding that the website was only six-month-old and going through glitches because of getting out of a partnership. “The earlier staff was unreliable and the phone lines were a mess, but in day or two, we hope to fix everything,” she reassured the customer.
For another order placed with the website Tazastuff that serves SAS Nagar and Chandigarh, a receipt sent on email stated the order, amount, address, delivery date, and expected time of delivering the package. The website’s customer-care number is switched off constantly, and all emails to firstname.lastname@example.org bounced back. Myrationstore gives you the choice of delivery date and time. However, that doesn’t mean the order is confirmed. Apologising on the telephone for failing to deliver an order worth `110, the company man said he had 15 deliveries to make in Panchkula and could come to SAS Nagar only next morning.
When it comes to food, you would want choice. However, the tricity e-grocers don’t give you any option. Grocerlive lists WaiWai (noodles) on its website but calls to verify if you want the vegetarian or non-vegetarian. “And if a call has to be made to verify, what’s the point of placing order over the internet?” says Sachita Sharma, 23, who lives in Panchkula.
Not what you ordered
The websites list items they don’t have in stock; so if you order from Peppertap, they send you turmeric of some other brand. Or you could get a month’s stock of mayonnaise instead of the sandwich spread your tummy craved for. “If I have to settle for a substitute, I might as well go to the shop pick what I need,” said Gurjeet Kaur, 47, who lives in Phase-7 of SAS Nagar.
Grocerlive doesn’t mention any deadline for delivery but calls up within 20 minutes to ask about customer’s preferred time. The bill specifies a flat shipping rate of Rs 100 within tricity, but at SAS Nagar, the delivery guy collects only Rs 50. Asked why, he says: “My boss told me to take only Rs 50 for shipping, as our store is located nearby.”