One of the most pathetic customer service I have received ever in my 10 years of online shopping experience.

I ordered 2 AC-s on the e-zone website on 12 Oct. Note that they promise a 7 day delivery guarantee. Two days later I was asked to verify my credit card details by sending scans, etc. I called up their customer service to clarify this since with the new RBI rules this is completely unnecessary but without avail. Anyway, sent them the details on 14 Oct and received a confirmation that it had been sent. After that no update till 20 Oct, when I finally called them up.

On threatening order cancellation and consumer court complaints, they followed up immediately and changed the status to shipped in the evening with a confirmation mail that products had been shipped. On 22 Oct when no AWB was communicated to me, I called them again and no one had any further updates. Worse I was told that no update would be available till Monday 24th.

If this is how they handle orders in a metropolitan city, I shudder to think how they would manage in smaller, less connected towns! Please be careful and think twice before ordering on their site.

Dear Mr. Adhya,

This is with reference to your order number 5036167727 for "Samsung Purista AS123BSD 1 Ton 3 Star Split Air Conditioner".

Let me confirm that almost all the transaction performed online are verified at our end to avoid any malpractice which may occur while performing online transactions.

Further, let me confirm that the lead time of delivery depends upon the area where the products are getting shipped. The lead time of delivery of the ordered products at your shipping address in Kolkata is around 11 working days due to additional documentation required by our logistic partners to deliver the product. The same is also mentioned in the site.

As per our discussion, I thank you for confirming the receipt of the ordered product at your end and hope the same is found as per your satisfaction.

You are a valued customer and your satisfaction is extremely important to us.

Best Regards,
Aditya Pathak

Dear Aditya

With the new RBI regulations of OTP / internet password for any credit card transaction, the verification requested for is redundant. Even if it is a company policy for Future Group, I appreciate the effort for ensuring customer security. However, the requirement of documents should be asked for at the time of booking and not 2 days after booking - in this case, booking was done on 12th Oct and verification documents were asked for on 14th.

Lead time is specific to Area of delivery is a perfectly valid comment. However, I never found this on your site. Further, when I used the 7 day delivery guarantee check on your website, it confirmed delivery at my pincode within 7 days. On top of that, E-zone customer service confirmed that delivery within 7 days is done at Kolkata. Hence, your statement of "11 days" contradicts both your customer service as well as the website.

It took me about 4 phone calls every day to track and make sure the products were delivered and even then it took a special effort from Deepali from your customer service team to ensure that the delivery was finally done (I have already thanked her separately for what she did!).

End of the day, the entire transaction was definitely not up to the mark of an enterprise like E-zone.

Best Regards,
Souvik

Dear customer,

Hi, I am Priya from Future Group. I apologize for the inconvenience caused due to the delay in delivery of the Air Conditioners purchased from the online Ezone store. Request you to write to priya@futuregroup.in with the invoice numbers, your contact details and reference id 802. We will investigate and contact you shortly with an update.

Regards,
Priya
Future Group Care