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Pathetic customer care service
Nov 29, 2020 07:37 AM 541 Views

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This is a post about my experience with customer care of Forest Essentials. I am a regular customer of FE products and have never faced any issues with any of their product. I can say that I was hooked on their products for over a year or so. But my happy experience came to an end when I shopped a body lotion from them online. The product received had a weird after smell on the skin after use, like that of rotten flowers. Since this has never happened before, even I was surprised and decided to get to customer care for the same. And then began my worst experience by far with any customer care. They asked me to send an email with product details, which I did diligently. This was on 9/10/2020.


There were a series of mails exchanges after which I received a mail with the results of some tests that have been done on that particular batch of the product, stating that there is nothing wrong with their product. Basically informing me that their product is fine and my problem is of no importance to them. Confused I called up their customer care which gave me a very cold response and after coaxing too much I asked them to at least have a look at the product received and then comment on the quality. My point was that even if the quality of the product is fine, the offensive smell is too much to tolerate, and being a doctor I can’t apply this lotion considering my patients sit very close to me. Also, my daughter complained every time I used this lotion.


Finally, they agreed to take the product for testing. But there was no intimation whatsoever when and how it will be picked up. And one fine day, on 9/11/2020, I got a call from a courier agency saying that I need to pack the product and give it to him. When I asked him that I did not receive any information for the same, he was clueless. And then on 26/11/2020, I received another mail from Forest Essentials asking me for the AWB number of the courier pick up. The courier pick up was scheduled by Forest Essentials, and they want me to give them the details. what is this circus?


I am not the kind of person who feels that such petty issues should be posted on social media. Neither I have the time nor intent to do so. But after about 50 days of waiting for a responsible reply and 30 emails exchanged between the customer care and me, I am highly irritated by the way things are being handled by Forest Essentials. This is what you get for being patient and responsive. Forget about accepting that the product might be faulty, they are trying to wash off their hands by saying that there is nothing wrong with their product and it’s the customer’s problem. I expected better from such a renowned company. Sorry to say, I would neither shop from FE nor encourage others to do so, coz by chance also if there happens to be a problem, the customer will be taken for a ride.


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