Sep 08, 2022 04:59 PM
2708 Views
I placed an order on Sunday night for around 10 items and submitted documents for profile verification. I was informed all items will be delivered by Saturday.
Monday Morning
Received an email saying need few documents for profile verification but didn't say what documents. Replied to an email asking what documents needed, but no reply.
Monday Afternoon
Contacted customer support to check what documents are needed. Customer support asked a few questions and said verification will be completed soon, and someone will call within 24 hours to confirm delivery.
Tuesday Afternoon
Received call from the RO purifier company, which was one of the items I ordered, to check availability for delivery on that day. [very impressive prompt service!]. But since I still hadn't received any intimation from Rentomojo about delivery, I asked her to arrange delivery together with Rentomojo. She must've told Rentomojo about this because Rentomojo called a few minutes later.
Rentomojo staff informed that one of the items, Ortho mattress, which I needed for medical reasons, is out of stock. I told them that it was important for me to get that SPECIFIC mattress for medical reasons, and it was available when I placed the order. I could've taken a replacement mattress, but there's no other Ortho mattress in the catalogue. And the only reason I ordered a king-size bed, instead of queen-size, was so that I could get the Ortho mattress.
Staff said they will call back after some time, but never called.
Wednesday Morning
I started customer support chat early morning to inform about the situation, and check if they can deliver the Ortho mattress, and can complete delivery by Saturday. My hotel booking was only till Saturday, and if they delayed delivery, I would have to pay for the additional days, which would be as expensive as the rental cost of all the items I ordered. Not to mention, before the items are delivered I need to make sure the apartment is cleaned, and has electricity, water, gas, etc. Otherwise, it would not be possible to enter the apartment and test any of the appliances delivered. But even after explaining the situation, the staff keeps copy pasting the same message - someone will contact me in 24 hours for the delivery. [They might as well have bots as customer support].
Some minutes later, got a call from the same guy who called the day before. He said the Ortho mattress will only be available after 7-10 days, so can I take the order without the mattress?
I explained to him that it's not possible for me to accept the items without the mattress because it's not possible to use a bed without a mattress, and it's not possible to live in an apartment if there's no place to sleep. And, as I had already told him multiple times before, I have a back problem(which is why I ordered the Ortho mattress) so I obviously couldn't sleep on the floor either.
At this point, any sensible person would realize the problem and try to think of a solution. But no, not this guy. Just like his friends on customer support chat, he repeats the same thing again like a bot - the Ortho mattress will only be available after 7-10 days so can you accept the order without the mattress?
So I repeated the entire problem again and broke it down bit by bit so he could understand the situation. I then reminded him that it's his job is to provide solutions. This must've rattled him, coz he came up with half a solution, and offered me to take a normal mattress instead. Of course that didn't solve my problem, coz I still needed an Ortho mattress eventually, so I asked him if I could replace this normal mattress when the Ortho mattress is available, and he says - no, you can return a product only within 7 days, and since we don't know when the Ortho mattress will be available, could be 7-10 days or more, you will have to pay early closure charges if you return the normal mattress, and then book a new subscription for the Ortho mattress.
So again, I reminded him how it doesn't make sense that I have to pay all these additional charges for something that was not my fault to begin with. To which he says - that's the company policy.
The above conversation kept going back and forth in a loop, and to every idea I suggested, he said it cannot be done because - this is the company policy.
So I asked him to connect me to his supervisor since it seemed like he didn't have the authority to offer any useful solution. He said the supervisors are all busy. I told him that I'm willing to hold as long as it takes. But he kept repeating again and again that he will ask them to call back, almost as though my words just didn't register in his brain. [They could seriously have bots manage customer support calls instead of humans].
So after putting me on hold for 15 mins he comes back and says the supervisors need to study the issue and they will call me in 10-15 mins. Fair enough. I tell him I will wait for 10-15 mins. But of course, no one calls.
Wednesday Evening
I start customer support chat to check what happened and when I will receive a call from a supervisor. After waiting on the chat for 1 HOUR(!)(even though it said 3-5mins), someone finally joins the chat. So I explain the entire situation to her and she says - someone will call me in 24 hours to confirm about delivery.
At this point, I realised this was a complete mistake, and I should just take whatever they have to offer and move on. Coz they just don't have the competence and capability to come up with a solution that's beneficial for the customer. They are completely caught up in their own world, and happy with doing the bare minimum as a company, as a service provider, and frankly, as humans.
So I tell the customer support staff on chat that I will take the replacement mattress that's available but I need to get the delivery by Saturday because I'm staying at a hotel now that's booked till Saturday and extending it would be very expensive. To which she says - she has put this case on priority and someone will call me to confirm by(Wed) evening or tomorrow(Thurs) morning.
Wednesday Evening
No one calls
Thursday Morning
No one calls
Thursday Afternoon
At this point its only 2 days left for delivery, and still no confirmation. So I again send a chat request and AFTER 2 HOURS(!)(even though it said 3-5min), someone joins the chat. Of course, I explain the entire situation again. The person says he needs a few minutes to check details. After a few minutes, he comes back and says - our record is showing that your order is ON HOLD because YOU have requested for all the items together(!) and the Ortho mattress will only be available in 7-10 days, so the entire order will be delivered in 7-10 DAYS!
WHATTTTTTTTT!
POOR customer service is one thing, but to LIE and FALSELY record communication with a customer, to suit your inability to deliver on your service, is a whole new level!
So of course I tell the staff that I DID NOT request to put the order on hold till all the items are available. On the contrary, I requested for all the order items to be delivered by Saturday(which is when I need to check out from my hotel) AND I asked to provide a normal mattress instead of Ortho mattress that I had ordered(so that I don't have to sleep on the floor in my new apartment).
So at this point. I FEEL LIKE PULLING MY HAIR OUT!
IS IT SO EASY TO SCREW CUSTOMERS OVER THESE DAYS?
IS IT SO HARD TO DELIVER BASIC CUSTOMER SERVICE?
HOW DO COMPANIES LIKE THESE STILL EXIST IN 2022?
Anyway. So the order is supposed to be delivered in 2 days. I still don't know if it will be delivered, coz no one has called back, as promised. I can't contact customer support coz the chat has been blocked. There's no customer service number. And no one replies to emails.
That's Rentomojo.
