Delivery blunders in ecommerce continue, who is to blame?

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No doubt, online shopping has hit the right chord with consumers across the country. But like everything else that has a good side, online retail has a flip side too. Delivery blunders and customer complaints are on the rise. Who is to blame – marketplace or seller – is still in debate.

Marketplaces are only platforms or technology that sellers can use to reach out to a wide consumer base and sell their products. They have policies in place to keep malpractices from sellers in check. But beyond a certain limit, can marketplaces really control sellers is a question at large.

Here are two recent instances of delivery blunders, as reported by customers. (Source: oneindia.com)

 Amazon delivers stones instead of phone

Earlier we heard about Snapdeal delivering stones instead of mobile, and once even soap was delivered ‘by mistake’ apparently. For as long as we can remember, we haven’t heard of such instances related to Amazon. But now even the global ecommerce giant, or maybe the seller in question selling on the platform, has erred.

H Barai, public sector employee, ordered for a Microsoft mobile from Amazon on June 12th. The delivery was fast enough as he got it on the 14th, but when he opened the delivered box, he found stones! Some credit to whoever swapped the phone – the stones were neatly arranged in the box!

Barai has complained to Amazon and the ecommerce giant has assured him that they would look into the matter and get back to him at the earliest.

Flipkart delivers mangoes

When Chiluveri Srucharan, resident of Telangana, wanted to purchase an Asus phone, he ordered from Flipkart during the mega sale on May 26th. But when he received the delivery from FedEx, he was shocked to find two mangoes in the box instead of his phone.

When he contact the Flipkart customer care team, they assured him he would get the refund within 24 hours. Since he had paid with his card, he was looking for a refund or replacement.

However, his woes didn’t get resolved. According to his statement, this is what Flipkart told him, “We would like to inform you that your recent replacement order has been cancelled as we have noticed an unwarranted return, which do not comply with our Returns Policy.”

Later he said, “I have been getting varied answers whenever I complain about the wrong delivery. In a mail sent by representatives of the e-commerce company, they even threatened to block my order if I took this issue to the social media. I am planning to take help of a consumer forum if this problem is not addressed soon.”

 

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