The reason why E-Commerce does not grow in India !

I have come across so many example like this in last few years, that I am even surprised that there are still people who rely on buying things (sans railway, plane tickets) on the internet.

The ecommerce market in India is small and it will go down even further, if the the kind of service these online vendors give, remains the same.

Here is the story. My friend – who is in US – contacted me a few days back, saying that he had purchased a gift voucher from Window2India (A Times group company ) for his sister’s birthday of Rs. 2000 and that it had not been sent – My first reaction to it was Offcourse – try to get in touch with their customer support, they should be able to take action.

Now, after nearly a month of many mails back and forth, my friend has neither got a refund nor his sister has recd. the gift voucher !

Just see the mail trail to understand what I am saying – The biggest surprise to me is that the Vendor is a Times group company!!

First mail of order placed on April 2nd

Dear removed,

Thank you for placing an order with Window2india. Details of your order are as below:

Product Name:Big Bazaar Rs. 2000 Voucher ,Product Price:1900.80,Product Quantity:1,SuborderId:8215

Order Id: removed

Total Amount: 1900.80

You can track the status of your orders in the My Orders link under the My Accounts section

In case you have not initiated your payment please click on the link below to complete the payment.
Click Here
or Copy and Paste the below link your browser

Warm Regards,

Window2india Team

Follow-up mail on April 9th

Sent: Thursday, April 9, 2009 9:47:37 AM
Subject: Re: Details of your order placed with Window2india

Hello,

I had placed the order on Apr 2nd and had asked to deliver it on Apr 8th.The receiver has not yet got it.May i know why this delay and when can i expect the gift to be delivered?

Thanks,

Another mail on April 13th (its been 11 days and no reply from Windows2India team

Date:   Monday, April 13, 2009  04:31 PM
To:   alliances@timesofmoney.com (alliances@timesofmoney.com)
Cc:   info@window2india.com(info@window2india.com)
Subject:  Re: Details of your order placed with Window2india

Hello,
   Is window2india.com a part of TimesofMoney Ltd?I have not got any reply for my query posted since last 4 days.Can you please help me escalating this to the right level.
Thanks,

Finally a reply from Windows2India

Sent: Monday, April 13, 2009 8:16:40 AM
Subject: RE:’TOML=004-372-408′ Re: Details of your order placed with Window2india

Dear name removed,

Thank you for writing to us.

With regards to your e-mail, we would like to inform you that we have received your query and have forwarded the same to our concerned team.

We would revert to you at the earliest.

Your patience and trust in us would be highly appreciated.

Should you need any clarifications, e-mail us at info@window2india.com

Warm Regards,

Ashita Raju

Window2India Team

My friend thought, finally someone at windows2india has heard him and is taking immediate action on his issue.

Date:   Monday, April 13, 2009  07:59 PM
To:   Window2India (info@window2india.com)
Subject:  Re: Re: Details of your order placed with Window2india

Thanks for the update Ashita.Pls revert back ASAP.

He gets a mail next day saying the voucher will be despatched on 16th April. My friend was still fine, even though his sisters birthday was long gone, but he was happy – “better late than never”

Sent: Tuesday, April 14, 2009 10:20:30 AM
Subject: RE:’TOML=004-372-408′ Re: Details of your order placed with Window2india

Dear name removed,

Thank you for writing to us.

With regards to your e-mail we would like to inform you that your order id 1000010248 would be dispatched to your beneficiary on April 16, 2009 as the vouchers were out of stock.

Inconvenience caused to you is highly regretted.

Kindly confirm the delivery of the order and revert to us incase of any issues. We would be happy to assist you.

Should you need any clarifications, e-mail us at info@window2india.com

Warm Regards,

Ashita Raju

Window2India Team

But 16th April came and went nothing  happened, really pissed off, he wrote this mail

Date:   Friday, April 17, 2009  12:46 AM
To:   Window2India (info@window2india.com)
Cc: alliances@timesofmoney.com(alliances@timesofmoney.com)
Subject:  Re: Re: Details of your order placed with Window2india

Hello Ashita,

Has the gift voucher been dispatched yet?If not pls refund my amount back to my bank account.

It is really unfortunate that a company like window2india affiliated to Times Group has no means of proper communication.I had placed the order on 2nd April and it took you 12 days to communicate that the voucher is out of stock.I had indented to gift this voucher on a occasion and it really doesn’t make sense to send the same, a week after that!!

Thanks,

So what reply does he get, an auto responded message

Sent: Friday, April 17, 2009 8:37:48 AM
Subject: RE:’TOML=004-372-408′ Re: Details of your order placed with Window2india

Dear name removed,

Thank you for writing to us.

With regards to your e-mail, we would like to inform you that we have received your query and have forwarded the same to our concerned team.

We would revert to you at the earliest.

Your patience and trust in us would be highly appreciated.

Should you need any clarifications, e-mail us at info@window2india.com

Warm Regards,

Ashita Raju

Window2India Team

He responds

Sent: Friday, April 17, 2009 11:17:31 AM
Subject: Re: ‘TOML=004-372-408’ Re: Details of your order placed with Window2india

Pls refund back the money for this gift voucher to my account ASAP.There is no point taking this conversation ahead.

Thanks,

Would you believe that after more 5 days they again respond back with and Auto-responder mail. Now this is such a shocker !!!!

Sent: Wednesday, April 22, 2009 10:58:45 AM
Subject: RE:’TOML=004-372-408′ Re: Details of your order placed with Window2india

Dear name removed,

Thank you for writing to us.

With regards to your e-mail, we would like to inform you that we have received your query and have forwarded the same to our concerned team.

We would revert to you at the earliest.

Your patience and trust in us would be highly appreciated.

Should you need any clarifications, e-mail us at info@window2india.com

Warm Regards,

Ashita Raju

Window2India Team

My friend mailed me on the 30th and gave me his mail trail and nothing had happened till then !

Now what is it that he can do further ?

Infact, it is not about Rs. 2000, but about the important occasion for which he has sent and to top it, they are least bothered !!!

How can E-Commerce survive in India like this – And let me tell you this is not one-off incident!!

Question to readers – What should he do now?

P.S:- There seem to be many such complaints about them!