Subject of Complaint :Non Receipt of the ordered item from NEXT retail
Company / Product Name:online Order NO:100098218 Dt 0-03-2014
State :Kerala
Complaint Details :Dear sir,
I am a share holder of your company and had the misfortune to place an online purchase order from your subsidiary Next retail. I had preferred your company over another e-retailer quoting lesser rate, since the your company was well known to me. Your company accepted my order on 5th March 2014 vide order No:100098218 for purchase of Plantronics M 25 bluetooth head set and I paid the amount of RS:1775/- through net banking. This was also acknowledged by the company customer care section and they sent me an email on 08-03-2014 ,offering discount coupons and informing that the order has been sent to despatch section. As per the contract the item was to be delivered within 5-7 working days.
I started following up the order through your website in which I had registered using my email id
francis.sbi@gmail.com. Even after three days I noticed that it was still showing “processing” and I felt something was amiss. Immediately I sent an email to customer care to whcih they are yet to respond. Again on 13th March I lodged a complaint through your website (refer ticket NO:IHE 21621) Again there was no reply and the status continued as “processing”. On 1th March I posted a second complaint in your website (refer ticketCED 24549 ) Since I did not receive any reply again I posted another complaint on 16th March (refer ticket KXC 66063).
Immediately one lady called me over the phone and told that they have cancelled the order since the item is not available and refund will be made after 15 days. I told her clearly that I have not asked for a cancellation and if the item is not available why they waited for 15 days and 5 complaints from me to give a reply. I asked her whether it was a ploy to keep the money for 30 day or till March 31st.For which she had no reply. Then she told that I will receive the item within next 15 days.
Immediately after that I received an email from your company sales section stating that they have cancelled the order. They did not assign any reason for the same. I replied that they have cancelled the order unilaterally without giving any reason and that I am going to take up the matter with higher ups. I also asked them if they have refunded the money also. Immediately they gave a reply that since I have asked for a refund a list of 5 documents were required for refund and that too after 15 days.I gave a reply that I have not cancelled the order and I have not asked for a refund. For this I am yet to get a reply.
When I verified my account after that in your website to my surprise I found that all the records of the purchase were erased/deleted.
Is this way your company operate? No wonder that your e-commerce and for that matter your retail stores are not picking up business. I have a doubt that something is seriously wrong with your e-commerce unit. Why did they cancel the order without informing me? If the stock is not available why did they accept the order and acknowledge it on 8th march? Why did it take them 15 days and 5 complaints from me to give a reply? Why did they delete all the records from my account ?
I do not think that a group like the Videocon will stoop to the level of cheating their customers
for petty gains. But somebody in your organisation is not above board. Why should your company offer itself for the ridicule of the public in order to protect the unscrupulous elements?
I request you to arrange to look into the matter and arrange for despatch of the item to me immediately
Francis M K 09446415465
Kaloor, Kochin, Kerala
Name :Francis M K
Mobile no :9446415465
Email address :francis.sbi@gmail.com
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