Oct 22, 2014 06:46 PM
8805 Views
I had ordered a toothbrush holder from BHAAP.COM on Sept 11 2014.(order No. 100016684) According to their website, the item would be delivered within 10 days of the order placed. When it did not arrive within 10 days, I wrote an email to them asking for the status of my order. This is their response on 4th Oct 2014:
Hi Nigar, Due to long holiday unfortunately there has been a delay in procuring stock with the supplier to fulfil your order. We are working hard to ship your order within the next 2 weeks. I sincerely apologise for the delay, but be rest assured we are doing everything possible to ship your order as quickly possible. Please let me know if you have any other questions. Best Wishes Manasi Bhaap Customer Crew
Then on Oct16, 2 weeks after this email, I chatted with a customer service executive.The transcript follows.Chat started on 16 Oct 2014, 07:04 AM(GMT+0)(07:04:59)* Visitor 96207985 joined the chat*(07:04:59) Visitor 96207985: hello I had ordered a toothbrush holder from Bhaap.com on 11th September 2014(Order #100016684) for the amount of Rs 399/-. The estimated delivery date was within 10 days from order placed.
On 2nd October 2014, I sent them an email stating that I have not yet received the order. and their answer to my email was this email sent by them. Due to long holiday unfortunately there has been a delay in procuring stock with the supplier to fulfil your order. We are working hard to ship your order within the next 2 weeks. I sincerely apologise for the delay, but be rest assured we are doing everything possible to ship your order as quickly possible.(07:05:10)
Customer Crew joined the chat*(07:05:20) Customer Crew: Welcome to Bhaap.Com! Is there anything that we can help you with today?(07:05:55) Visitor 96207985: this is regarding order no. #100016684(07:06:05) Customer Crew: Give me a moment, I'll check that for you.(07:08:45) Customer Crew: We apologise for the delay, we will deliver your product to you by next week.(07:09:13) Visitor 96207985: why is it taking so long? this was ordered over a month ago(07:09:55)
Customer Crew: Yes sir, You are right.(07:10:20) Customer Crew: It got delayed from the supplier side.(07:10:27) Visitor 96207985: please tell me the procedure of cancelling this order. if it does not reach me by next week I want to cancel it(07:11:57) Customer Crew: Sure sir, (07:12:33) nigar siddique: so what is the procedure(07:14:38) Customer Crew: We will deliver your product by next week.(07:15:57) nigar siddique: yes.i will wait for just 1 week now. if I dont get it I iwant the order cancelled.(07:16:37) Customer Crew: We are really very sorry, we are unable to cancel the order.(07:17:19)
Customer Crew: If we are unable to provide your product, I will inform my management to solve this issue.(07:17:41) nigar siddique: what do you mean you are unable the fault is from your side not mine. I have waited patiently for this order.(07:18:06) Customer Crew: We understand your frustration because it is severely affecting the level of service we are able to provide you. We are attempting to have your order shipped at the earliest. We really appreciate your patience and understanding.(07:18:34)
Customer Crew: Yes, this is our fault.(07:18:51) nigar siddique: your website promises something and you go and do something else.everywhere online they have the option of a refund incase of delivery nproblems.(07:18:59) Customer Crew: We got delayed from the Supplier side.(07:19:21) nigar siddique: your phone lines are always busy.its not possible to contact you(07:19:44) Customer Crew: Sometimes its happening unknowingly.(07:20:06) nigar siddique: your supplier is not my problem. if you fail to deliver then you have to refund.clear n simple(07:20:16) Customer Crew: We apologise once again.(07:20:25)
Customer Crew: yes sir, (07:20:31) nigar siddique: whatever happened to your money is where our mouth is promise?(07:20:48) Customer Crew: But we cannot cancel, ](07:20:52) nigar siddique: is this the way you fleece customers?(07:21:12) Customer Crew: because your product will reach with us very shortly.(07:21:22) Customer Crew: No sir, (07:21:35) Customer Crew: We are really very sorry, (07:21:54) nigar siddique: I will take strict action against you if you do not deliver my product or refund my money by next week.dont make me go the legal way.(07:21:56) Customer Crew: We will deliver your product by next week.(07:22:17) Customer Crew: Please trust us.(07:22:37) nigar siddique: and you can be sure that I will put it up on every shopping forum I find online about the shoddy way you function.(07:22:43) nigar siddique: is bhaap so(07:23:09) nigar siddique: doing so bad that you wd steal 399 from a customer? how cheap!(07:23:34) Customer Crew: Not like this sir, (07:23:57)
Customer Crew: After customer`s order we are giving order to our supplier, (07:24:18) Customer Crew: But this time supplier delayed to supply the product.(07:24:44) nigar siddique: now.i will wait for a week and if you fail to deliver I will be taking it up with the consumer court.(07:25:00) Customer Crew: Do not worry sir, (07:25:01) nigar siddique: you leave me no option.sorry(07:25:29) Customer Crew: We will deliver this product as priority wise.(07:25:59) nigar siddique: we shall wait n see(07:26:09) Customer Crew: Thank you.(07:27:02)* nigar siddique left the chat* NAME nigar siddique EMAIL PHONE LOCATION Mumbai, India URL https://bhaap.com/contact-us/ DEPARTMENT None
On Oct 21st I get this email. On Tuesday, 21 October 2014 12:59 PM, Bhaap Customer Crew wrote: Hi Nigar, We regret to inform you that "Premium 4 Toothbrush & Bathroom Accessories Holder With Suction Cups" is out of stock. Accordingly we have cancelled your order and created a coupon for your order amount of Rs 399/-. The coupon code is " nigar16684 ". This coupon will be valid until 21st November 2014.You can use this coupon to make your next purchase on Bhaap. Please don't hesitate to contact us if you have further questions. We look forward to seeing you back on Bhaap again very soon. Kind Regards, Manasi Bhaap Customer Crew. I responded that as the error was from their side and not mine I was not interested in using any coupon and I wouldnt like the amount to be refunded as I didn't want to shop with their company anymore.
Today their reply is this Hi Nigar, We apologise for the inconvenience! As per your information we communicated with you for shipping your order, but we have tried to fulfil your order, unfortunately we are unable to get your product from our supplier.Kindly accept the coupon and we can ship your product as quickly possible. If you have any question, please contact us. We will look forward to seeing you again on Bhaap. Best Wishes Manasi Bhaap Customer Crew
this is the way Bhaap.com conducts its business. It's not about the money but about the principle of things. I have not cancelled any orders, they failed to provide me the item after taking payment for it. Is that my fault? Why should I be forced to accept a coupon for their website? Is this not cheating a customer? I am not a new online shopper and most of the websites refund the amount if they fail to deliver the goods. I dont see why Bhaap.com has an issue with this.
So anyone considering shopping with them.careful.their tagline is "Money is where our mouth is".what that really means is that they'll eat up your money.but they wont return it even if they are at fault,
