Apr 25, 2017 02:22 PM
13298 Views
(Updated Apr 25, 2017 02:47 PM)
I wanted to hire 2 furniture items on rental and after stumbling upon Rentomojo website, downloaded their app and added 2 items to the cart after reading all terms and conditions and once I was sure that I have the required documents to hire the furniture items i.e., DL and Rental Agreement, After adding products to the cart, as I did not pay refundable security deposit immediately, I also received a call from 8030178116 to enquire if I encountered any challenge in making the payment. I promptly went back to the app and paid refundable security deposit for 2 products and also uploaded the required documents of DL and Rental Agreement instantly. Post which my few calls to their published customer care no. 8882141141 went unanswered today morning and finally I spoke to one Ms Preeti who told me it would take up to 72 hrs to verify the documents and another 24hrs to update me on the status on verification. This sounded strange as nobody takes 4 days for verifying documents as their competitors take as less than 24hrs to 48hrs. I pressed her for faster processing and she assured to look into it.
However at about 11am today, I received a mail from Rentomojo asking for the same documents along with an additional document of employment proof, this despite ticking Self Employed clearly on their app(have attached this mail here). Startled by this when I spoke to Ms Preeti on their customer care number again, she gave me a shocker that as per the new company policy they no longer serve Self Employed category.
Upon countering her that neither on the website nor on the app, does it mention anywhere that Self Employed are not serviced by Rentomojo, she said that though this is not mentioned on the website they will not be able to service me.
I have decided to pursue this case legally with Rentomojo as have collated necessary proof in this matter of serious service deficiency. It is important to make them accountable especially after reading such bad customer experiences on Mouthshut.com
Though I encourage startsups wholeheartedly there is no scope for companies that have weak fundamentals and a big disconnect between processes and customer needs. These companies are bound to fail eventually if some serious course correction is not done and creating a bigger damage to the ecosystem at a later stage.
