MY HARROWING
EXPERIENCE WITH PAYTM
Edited: I am editing this post at 9:38 am after the Paytm founder and CEO Vijay Shekhar personally replied to me on twitter saying this. Thank you Mr Shekhar.
"whoops Anuj ! Apologies. I am going to see to it and solve for everyone too. Best"
Edited: I am editing this post at 9:38 am after the Paytm founder and CEO Vijay Shekhar personally replied to me on twitter saying this. Thank you Mr Shekhar.
"whoops Anuj ! Apologies. I am going to see to it and solve for everyone too. Best"
This was the original post.
I was looking to buy an AC and zeroed down on a particular
product. I had the option of buying it from both Amazon and Paytm. The price
difference? – A whopping 4,000 bucks (If I included the cash back from paytm)
I must say I have to take part of blame for this harrowing
experience I am going through. I committed a sin of choosing the cheapest
option over the tried and tested one. But then, the deal was really good and
paytm is not one of your fly by night operators and hence I decided to go for it
which I assume made a lot of sense.
Here is the sequence of events that followed.
1)
I place the order on 12th of June and
pay for it.
2)
I get a message on June 12 at 06:43 pm that the
order is successful and I will be intimated once the seller ships it
3)
Same day, on June 12 at 07:26 pm I get a message
that the seller has confirmed that the order will be serviced
I am thinking – wow, these guys may actually be even better
than Amazon. But then, the next sequence of events was like this
4)
On June 14th, at 02:31 pm, I get a
message that the order is now ready to be shipped
5)
On June 17th, at 01:53 am, I get a
message that the order has been shipped and I was provided a tracking number
which I could use 24 hours after the shipment
6)
And that’s it – that’s the last message from
Paytm. If I look at my order details, it still says will be delivered latest by
June 21 (As I type this, even June 22nd is gone and Paytm is still
promising me to deliver on June 21)
But that’s not the worst part of it. I write to them (Since
they absolutely have no option of you talking to their executives) – and ask
them why has my order not been delivered on the due date.
This is their response
Hello Anuj,
The item ordered, has already been shipped by the seller on 17/06/2016,
via Safexpress Surface courier service. The tracking number is 81******. The
order is expected to be delivered within 5 days from shipping
date.
You can track your order at http://www.safexpress.com. Using
the tracking number shared above. Let us know if you have any more queries.
Thanks and regards,
Paytm Care
Paytm Care
It irritates me that they have sent a robotic reply to a
genuine concern but still I decide to give them benefit of doubt and I write
this reply
To Paytm
Of course I can track that. But would
be better if some human can reply instead of a robot.
My order was supposed to be delivered
by today. Even now my order details says so. Why has it not been delivered.
Hours later, they reply. Absolutely the same reply with 1
added line
Hello Anuj,
Thank you for placing Order 18******** with Paytm.
Please accept our deepest apologies for the inconvenience caused to you
Please accept our deepest apologies for the inconvenience caused to you
As per your concern we would like to
inform you that the item ordered, has already been shipped by the seller on
17/06/2016, via Safexpress Surface courier service. The tracking number is
81*******. The order is expected to be delivered within 5 days from shipping date. And it will be delivered within 24 hours.
You can track your order at http://www.safexpress.com using
the tracking number 81*****.
Let us know if you have any more queries.
Thanks and regards,Let us know if you have any more queries.
Paytm Care
So someone takes the pain of adding a line that it will be
delivered in 24 hours.
Now, I let the entire day pass – in between I try to contact
the equally pathetic courier service they have and they also give me a standard
reply that it will be sent in 5 days.
Now, I write to Paytm again
So what next?
1) 5 days have passed and even the 24
hour time you set has passed
2) your order detail still says
delivery by 21st while it's already 22nd getting over
3) I need a full refund if I don't
get it by tomorrow
Thanks,
Anuj
And wow, this is the reply I get after 2 HOURS
Hello Anuj,
Thank you for placing Order 18********* with Paytm.
Please accept our deepest apologies for the inconvenience caused to you
As per your concern we would like to inform you that the item ordered, has already been shipped by the seller on 17/06/2016, via Safexpress Surface courier service. The tracking number is 81********.
The order is expected to be delivered within 5 days from shipping date.
You can track your order at http://www.safexpress.com using the tracking number 81********.
Let us know if you have any more queries.
Thanks and regards,
Paytm Care
Thank you for placing Order 18********* with Paytm.
Please accept our deepest apologies for the inconvenience caused to you
As per your concern we would like to inform you that the item ordered, has already been shipped by the seller on 17/06/2016, via Safexpress Surface courier service. The tracking number is 81********.
The order is expected to be delivered within 5 days from shipping date.
You can track your order at http://www.safexpress.com using the tracking number 81********.
Let us know if you have any more queries.
Thanks and regards,
Paytm Care
Yes,
the same reply as the first mail. Since this blog was written, the Paytm CEO has directly written to me with an apology which I believe is a tremendous gesture. I must say Paytm has been extremely good with their wallet service and I use it practically daily, so I hope they sort their customer service.
