#FraudShopIndiaTimes

It was my first experience shopping with India Times Shopping and it turned out to be so horrible and harassing that it became the last experience too. They are using the brand name big time to cheat & loot the customers.

It all started with my decision to buy a new smartphone for myself. I zeroed in to Nokia Lumia 620. My friend told me about an offer from Nokia where you get Rs 500 discount if you are having an old Nokia handset. Hence, I made the booking from Nokia Shop which is officially partnering with IndiaTimesShopping for delivering the handsets. I made the booking on 6th April, 2013 and I really wish if I could go back in time and somehow stop myself from booking.

When I made the booking on 6th April, 2013, I made the payment too. The delivery date mentioned in the booking confirmation receipt was 15 days. This was a shock to me as Flipkart and others generally deliver the products within a week at max. After 10 days, I checked my account and was surprised that they have not even shipped the product. I checked with their customer support and all they said was to wait till 17th April, 2013. They had no information on what is going on. All they said was that they have forwarded my concern to the concerned department; standard reply to all I guess. On 16th I again called up their customer care and told them if the product is not even shipped from their end how it is supposed to reach by 17th. The customer care executive told he is opening a case on an urgent basis for the same and provided a case id. According to him it was big favour done to me since by their rules any case could have been opened only after 17th.

So, after 11 days of making the payment all I had was a case id. For 2 days no communication from their end. Frustrated enough I again checked with their customer care and this was a true shock to me. The customer care person told she cannot give any updates on the case. All information will be provided to me by some case manager assigned for my case id. When I said but how will I contact him/her; she replied that the case manager himself will contact me. I said but its already more than 2 days now. She said she will escalate the priority of the case. Next day the case manager called me once but I couldn't pick the call. Later in the day when I again called the customer care; she said the case manager called but I didn't the pick so she cannot help. As according to her she cannot provide any information; all the information is with the case manager. I asked how am I supposed to be in touch with the case manager; she again said that the case manager himself will call me.

No calls the whole day. Frustrated and slightly angry; called up again. Same standard replies. I lost it this time. Next day some person named Sumit Sharma called me and he told, "I personally promise you Sir that your Lumia 620 will be shipped to you by tomorrow. I will provide you the shipping details."

2 days went but still the phone was not shipped. With no other means to get in touch with them I again called the customer care. The person conceded that a wrong commitment was made to me. To my utter shock he revealed that the product has not yet been purchased. They will give the purchase order on 24th April, 2013 and from that day it will take 10-15 working days to reach the destination. By this time I had lost all my patience and enthusiasm of buying Lumia 620. So, I canceled the order. Refund was supposed to be done within 5-10 working days.

By this time, I had already realised I am trapped. I checked their account on Twitter & Facebook. There were many complaints similar to mine. I was wondering how to get back my money. Between I ordered Lumia 620 from Flipkart and the very next day it was in my hand. Awesome is the only word for Flipkart service. But, my biggest worry was how to get the refund? My anxiety only increased when I read about 3 cases were the people are awaiting their refund for more than 6 months; for one its more than a year. 

The whole cycle of calling customer care started for refund now. Same set of standard replies, "Wait for 24-48 hours more, it will be done blah blah blah !". They don't understand its already more than 20 days now since making payment and I have neither the product nor the refund. When the deadline of refund came near they shamelessly again opened a new case and provided me another case id. Same vicious cycle of case manager will call me and update on the case but no concrete stuff only mental harassment continues.

At this point I would like to provide details of one conversation with a case manager. I was totally frustrated, harassed and very angry. So when I was in conversation with the case manager I told him that I have already prepared for filing a case in consumer court and just waiting for the mentioned deadline to end. The case manager; Sumit Sharma; told that You are free to file a case against me. I completely lost hearing it and replied to him, "BC... teri aukat kya hai? Chhota sa employee hi to hai. Why would I file a case against you. The case will be against India Times Shopping." He replied, " You too are an employee". I said, "Yes, I am. But I am not behaving like a CEO of my company. But tu apni aukaat bhul gaya hai.. chu...". He denied saying case against me.

Finally, when nothing happened I lodged a complaint at http://www.core.nic.in/Default.aspx. After 2 days I received the refund. I still cannot say decisively whether it was on their own or due to filing a complaint at the site. I got my money back and that is what is important.

Now, comes the question why the title name '#FraudShopIndiaTimes' ?

They have a very good business model. Use the brand name of IndiaTimes, lure customers with more discounts and once the payment is done; either don't ship the product or delay it or else delay the refund. During the period you keep on earning the interest. A win win situation for them but a complete loss for customers. I know 23 twitterites who are facing the same issues as I described. I have not accounted people on Facebook.

So, in my view they are  #FraudShopIndiaTimes. Folks who all agree with me please tweet against this hashtag. Lets expose them. I prevented atleast 11 people so far now purchasing anything from them.

My twitter handle is @_manish25.