Being a journalist by profession, I have come across e-commerce sites that claim to delight customers in any way they can. I was a frequenter of these sites a few years ago but after being taken for a ride by most of these firms, I thought to make a second round, opting for COD this time. The experience is BAD, to say the least and here is some latest mystery shopping done at Jabong and the outcome. First, the site does not mention approximate delivery deadline unless one has already placed order and gets a telephone confirmation. We don’t get any e-mail confirmation, as is the norm, and on the phone, the customer service executive tells you that if the order is in Delhi, the delivery will be done in 48 hours and under no circumstances, the date can be stretched. Now, what was the problem in letting us know that unless we are ready to take the delivery in 48 hours, the order gets cancelled? The buyer can then schedule the buying in such a way when he/she is at home to receive the products. Secondly, as I pointed out, COD is all about trust-building and I need to check my stuff before I accept it, it’s not a mere matter of letting someone pay and accept the stuff. The executive insisted on reverse pick-up and 30-day return policy but would not allow the customer to check it out in the first place, just by delaying the delivery by 2 days. I can understand that they have a tie-up with Fedex, but then the timelines should be strictly mentioned on the site. One can then easily make a purchase on a Thursday and get the stuff during the weekend. Also, they don’t mention if they are delivering on Sunday or not. A very disheartening experience, epecially when other sites like Myntra and Heavenandhome and their logistics partners are adjusting delivery schedules as per the buyers convenience.
Will continue with the mystery shopping and write about those experiences — that will, at least, help burst the bubble about customer delight.
