Homeshop18 Sucks / My Worst Ever Online Shoppin...

Homeshop18 Sucks / My Worst Ever Online Shopping Experience

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Deal Newbie
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Here’s my experience with Homeshop18

23rd December 2011: Ordered a set of Altec Lansing MX6021 2.1 Multimedia Speakers

26th December 2011: Received the shipment, but the power cable was cut, so I called up HS18’s customer care and informed them and asked for a replacement. I also registered a support ticket via their website. The customer care rep said that they would log the complaint and someone would get back to me in 48 hours.

28th December 2011: 48 hours later, there was no call and no email. Called up customer care again on 28th Dec 2011 and asked them to give me an update. They said someone would get back to me in 48 hours. I requested to speak to a customer care rep’s floor manager and informed them that I had already waited 48 hours and if no one got back to me in 24 hours, I would contact my credit card company and try and reverse the transaction.

30th December 2011: Finally got a call at 5:30 PM and they asked me to ship the product back via TNT Couriers, using their customer code so I wouldn’t have to pay the for the return shipment.

31st December 2011: Shipped the product back and logged the Airway bill number on the support ticket at Homeshop18

2nd January 2012: TNT’s website said that the shipment had been delivered on 2nd Jan 2012.

No call or updates for the next 3 days

5th January 2012: Asked customer care via the support ticket for an update on the replacement product

8th January 2012: No response to date, so I called them. They said that they would check and update the support ticket which they did – *"Dear Sir, We thank you for shopping with us & we appreciate your patiencePlease note we are arranging Replacement delivery at the earliest on top priority & we hope you will provide us 2-3 working days to provide you the dispatch details.Warm regards, Customer Care HomeShop18"*

13th January 2012: No response till 13th Jan 2012, so I called customer care again and asked for an update via the support ticket as well. This was their reply – “Dear Customer, We really appreciate your patience and sincerely apologize for the inconvenience caused to you. Please note we are investigating the matter with our respective department to resolve this issue as soon as possible. Warm regards,HomeShop18”

16th January 2012: Received an update via the support ticket saying the replacement had been shipped on 15th January 2012 and received the courier tracking number.

17th January 2012: Received the shipment. Opened the carton and found a non-sealed set of speakers. Opened up the speaker box and to my surprise, I found the same speaker set which I had returned. Pioneer Digital, who shipped the original product and the supposed replacement product, had opened up the subwoofer which I had sent back and replaced the power cord locally and sent me the same set of speakers rather than shipping me a brand new piece. On top of that, the subwoofer was damaged and the edges had chipped off. The cover of the bass unit was lying in the speaker box and the bass unit was ripped from the subwoofer and hanging on by the connecting wires. I took a couple of photographs and called up customer care (also updated the support ticket) and informed them.

I also asked for an email ID where I could send the photographs of the damaged subwoofer. They gave me an email ID and also gave me their standard reply of someone getting back to me in 48 hours. I said to them again that if someone did not get back to me in 24 hours, I would call my credit card company and get the transaction reversed. They said that they couldn’t guarantee that I would get a call back in 24 hours, but they would try their best to get someone to call me back in 24 hours. I also sent an email with the entire complaint and the photographs enclosed.

18th January 2012: 24 hours later, there was no call back, no update to the support ticket and no reply to the email. I did some research on the web and located the email ID’s of some top executives, including the CEO of Homeshop18 and resent the mail to the same email ID. This time however, I copied the email to all the top executives and the CEO. 10 minutes later wink , I received a call from Homeshop18 apologizing profusely and asking me to send the product back via TNT couriers again and that they would reship a brand new undamaged piece in 7-10 days. I had waited long enough and I had no guarantee that I would receive a new, undamaged set of speakers and I wasn’t willing to wait another 17 days like I did last time, so I told them that I would ship the speakers back, but I’d like a refund and I would pick up the speaker at Flipkart.com. They tried their hardest to get me to change my mind about the refund, but I had very definitely had enough.

The product has been shipped back via TNT couriers on 18th January 2012 and I hope to have a refund in the next 7 days. Will update this post when I do.

Conclusion: It’s probably better to pay a little extra and buy from a reliable online store like Flipkart, TheITWares.com, etc… rather than try and to save a few rupees and go through 3 weeks of absolute hell. I will never again have anything to do with Homeshop18 again. Hope this helps anyone who was thinking of buying a reasonably high value item from Homeshop18.

And one more thing, if you ever hear of Pioneer Digital who is one of Homeshop18’s vendors who shipped the product to me, RUN!

6 Comments  |  
0 Dimers
V
Deal Newbie
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Also, if any one wants to check out the photographs of the damaged subwoofer, here are a couple of links to the photographs I took

http://i.imgur.com/IM2…pg
" target=“_blank” rel="nofollow">http://i.imgur.com/xmRV…g*

Jrr tokein
Super Moderator
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Horrible state of affairs mate. When HS18 screws up, there isnt much respite you can hope for.

However initial grudges against this site apart, I too have realized that it is very difficult for these guys to control what the vendors send to the customers. The CC usually is a bunch of imbeciles who have been taught to repeat “48 hrs reply” from birth. So no point in talking to them.

I think you did the best thing in taking a refund. However that doesnt necessarily mean this type of issue will not recur.

With the state in which online shopping is currently on in India, it is likely it may repeat with some other vendor too. TC.

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Deal Newbie
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Thanks Jackal. I will be more diligent as to where I shop online henceforth.

Ecg principle fast
Deal Cadet
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I also faced a similar situation with homeshop18 for a product worth Rs.500 and they promptly refunded my amount after 2 weeks.Received a mail after refund.

@OP…Homeshop18 has better vendors than many other sites like indiaplaza,indiatimes etc….Thank God,you didn’t go with indiaplaza or other sites…you will never reach customer care people also…
These indiaplaza people claim that they have 8 million products but we know that they got a bunch of sellers who are responsible for these kind of problems.

I have only one question to ask them…Why don’t they suspend sellers with negative ratings like what ebay does…

Missing
Deal Cadet
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A lot of the shopping experience at sites like homeshop18, indiaplaza, indiatimes etc depend on the vendor, about whom we have no information at the time of purchase. When you get a defective product, the time and effort that goes into getting it fixed usually makes the experience sour, no matter how tempting the original deal was.

Ebay’s feedback mechanism, along with the paisapay escrow service, takes care of a lot of these problems. It is time other sites learn a lesson from them. If these sites also introduce a mechanism of collecting customer feedback for each purchase, collating the ratings of each vendor – they can easily identify the errant ones and weed them out. Such a cleansing of the cybermarketspace is desperately needed.

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Simple%20truth 11
Deal Cadet
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yestday i received micromax mobile from hs18 ( 21st century vendor). after openinig the box shocked to see mobile with broken screen.raised ticked and got reply to send through tnt courier.now iam not sure they are going to replace or refund my money.
this is happening bcoz they are using third party vendor.
confused now what to do.