A new tale has been added to the list of humorous stories available about the Indian e-commerce websites. Usually buyers complain about the products that haven’t been delivered, or sizing issues or not product not looking as shown in the image.
But, this time Snapdeal has scaled new heights of customer satisfaction (in a satirical way) by delivering something which the customer has never dreamt off.
A Facebook post by Laxminarayan Krishnamurthy, a resident of Mumbai, said he did not believe his eyes when he opened the box of Samsung Duos smartphone which he ordered from Snapdeal. It contained a Vim Bar soap and a piece of brick instead of the phone.
The Facebook post by Mr. Krishnamurthy has been shared more than 18000 times already. On 27 October, Krishnamurthy commented on the post saying that it had been more than a week but Snapdeal had not resolved the issue. However, on 28 October, he commented saying, “Snapdeal has finally promised to return the money within 5-6 working days!!”
As shared by Firstpost.com, a spokesperson from Snapdeal has reverted back on the issue with an e-mail saying:
“Snapdeal has a robust customer addressal system in place, where we ensure that users have the best shopping experience on our website. In the said case, we deeply regret the mix up that inconvenienced our customer. As soon as the case was reported our team got in touch with the customer and the issue was resolved by making a full refund to the customer. We are investigating the origin of this issue and will get to the root of the cause to rectify this, so that it does not repeat itself in the future.”
With day to day increase in our dependency on online shopping sites for almost everything, such incidents are bound to happen. It seems like a case where a seller decided to play a trick in the Halloween season at the expense of the marketplace. The online trade is touching all-time high and customer satisfaction should be the primary objective of all the online sellers, as with the ever increasing competition, customer acquisition is getting tougher by the day.
Two days later after the big goof-up from the Snapdeal, Hindustan Unilever Limited (HUL) made the most of it by en-cashing on the issue. The soap company decided to send Mr. Laxminarayan Krishnamurthy a Samsung Core duos phone with a letter that states:
“The pictures you posted online show that our brand was used in this incident. Vim is one of our iconic brands with some great consumer franchise. We felt bad about it, not to mention what you went through. Here is a small gesture from our side to cheer you up.”
This is such a sweet gesture from an Indian company who tried to build customer relationship in a unique and a subtle manner. Well at the end we can say, somebody’s loss is somebody’s gain.