I seem to be magnet for disastrous online shopping experiences. I have plenty of anecdotes to share but here’s the recent one with Smartshoppers.in
I placed two orders with them – order no: SS06098505 (Order Recieved: 2010-10-19 15:10:41) and, order no: SS06098514 (Order Recieved: 2010-10-19 19:25:25). The payment transactions were through credit cards and were approved. Both the orders had a 3-6 business days delivery date, which means that I am/was supposed to receive the consignment by today.
On the 22-Oct-2010, I mailed the customer care address asking about how to know the status of the orders. I had logged in and noticed an anomaly. Generally, for any portal/cart, the order history that is available online shows the date of the order and, the status of it. In this specific case, the order date reflected the then-current date (in fact it always reflects the current date and time) and, the status was stuck at ‘Authorized’. This struck me as somewhat odd. The reply was even more odd –
This is with reference to your mail; kindly accept our sincere apologies for the inconveniences caused. We are extremely sorry for not being able to serve your request as committed. We certainly understand your concern, and are taking best of our efforts, to have the order delivered at the earliest. Kindly bear with us in the interim and extend your co-operation.
So, they don’t actually specify the status (I assumed that it was ‘In Progress/In Process’) and also do not provide an estimated time/date for receipt. Upon pointing this out, I receive a mail on 23-Oct-2010 that goes as follows:
With reference to your mail, please be informed that we will have the same delivered to you by next week. We will revert to you with the dispatch details at the earliest. Kindly bear with us in the interim.
Half of the above mentioned ‘next week’ is gone and I don’t have the details of the consignment. Nor do I really have a date.
And, I still wonder why is it so difficult for online retailers to be efficient. Has anyone had a pleasant experience of purchasing from these folks ? The only plus points I can give to them is that they responded to the queries even though it wasn’t precisely the response I was looking for. I hope that they can actually source the products and ship them over.