Sep 16, 2011 09:31 PM
2060 Views
(Updated Oct 18, 2011 06:40 PM)
Have ordered multiple times from letsbuy. For cheaper, low bulky products like Diskdrives, storage devices the services are good.
There were issues with one of the order for multiple Android based mobile devices. Order no: LSB-387797, had done a prepayment using credit card.
I ordered for one of the items as Motorola Fire XT, instead I was shipped a motorola Fire(lower priced phone - around 4K less price than what I had paid). I called up the helpdesk and they told me to scan picture of the phone delivered and send back to them. I immediately scanned and sent them the details via my blackberry.
Had to do continuous daily mails, calls and follow-ups to finally get them to realize the mistake. They asked me to package the phone, post their details and send it for dispatch via their courier. I had to continue with 4-5 days of continuous follow-up.
Approx 1 month to get the final refund of money.
I have seen other instances of my friends getting products late or sometimes the freebies not being sent due to non availability.
Supply chain and logistics needs improvement. More proactive alerts has to be sent to customers on expected delivery dates or non availability of freebies instead of customers getting surprises after opening the courier packing.
To summarize:
1) Website - Average. Can be improved to show list of best sellers, new products, critics review etc. It also needs to allow reviews of products more freely. Most of the time the review doesn't work. One can't post reviews.
2) Supply/Distribution chain: Poor. Wrong products, delayed deliveries, surprises at the end of no freebies. This part needs serious improvement.
3) Proactive and empowered customer care - Customer care just pushes the issues to other departments. There is no timely clarity or proactive comms about issue handling.
Overall, if one has to buy by Cash on Delivery it makes sense to go with letsbuy.com. With prepaid orders, there are problems with delivery and can take up time to get it rectified.
