Jabong has a 30 day return policy, “No questions asked return policy” as mentioned on their website. Have a look at the conversation that I had today when I wanted to return an item. This is actually Instant Return, meaning you check the items at the time of delivery, take what you like and return what you dont. Jabong has this facility when the shipping is done using GoJavas, you only pay for items which you have taken delivery. This is supposed to be as simple as it sounds. While this should not even involve a call, I ended up in a long and what I call, a meaning less conversation.
I have placed an order yesterday which included three items, two T shirts and a short. I got the delivery today and found that the short is on the bigger side. I have ordered and received XL size based on size chart, but it turned out to be bigger. Obviously, I accepted the two shirts and returned the short to the Javas guy(courier guy of Jabong) and asked him to cancel the short as it is loose. He takes it, marks it on his chart and places a call to someone. The courier guy explained the issue to the other guy and then gave the phone to me. This guy on the phone is a perfect example of what kind of people you should not have on the customer facing side. The tone he uses in the call and his attitude towards customers is what prompted me to post this article. Few hours spoiled after the conversation, is this what a customer should expect after online shopping?
The Conversation – I tried to reporduce the conversation as exactly as possible, I might have missed a few lines of conversation, but this will still give an idea.
In the conversation,
Javas – Jabong delivery guy
Jabong – The guy on the other side of the call, Jabong customer support or whoever. Read every sentence of this guy in the tone and attitude that your boss uses when you miss the deadline. That is the reason these lines are capitalized.
Me, Mr.V – The customer, 🙁
Jabong – AM I SPEAKING TO MR.V
Me – Yes
Jabong – OUR COURIER BOY HAS BROUGHT A DELIVERY AND YOU HAVE SAID IT IS LARGE, IS THAT RIGHT MR.V
Me – Yes
Jabong – HAVE YOU CHECKED THE PRODUCT MR.V
Me – Yes, i did
Jabong – AND YOU ARE SAYING IT IS LOOSE
Me – Yes (I’m already fed up)
Jabong – HAVE YOU RECEIVED THE XLR SIZE?
Me – I’m not sure, I have ordered XL size and it is large for me.
Jabong – DID YOU CHECK YOU RECEIVED XLR SIZE?
Me – No, I did not check.
Jabong – CHECK IT MR.V (yeah, this line is in bold, because capitals are not enough)
Me – i have given it back to your guy, you can ask him.
Jabong – YOU HAVE RECIEVED THE PRODUCT SO CHECK IT.
(Meanwhile the Javas guy tells me it is XL.)
Me – It is XL.
Jabong – HAVE YOU PLACED THE ORDER AFTER CHECKING THE SIZE CHART?
Me – Yes
Jabong – YOU HAVE ORDERED THE PRODUCT AFTER CHECKING THE SIZE AND YOU RECEIVED XLR SIZE, DO YOU FIND ANY DIFFERENCE BETWEEN THEM?
Me – Yes, this one is loose.
Jabong – MR.V, DO YOU WANT ME TO SEND A SMALLER SIZE.
Me – What size do you have?
Jabong – MR.V, YOU HAVE RECEIVED XLR SIZE, SHALL I SEND A SMALLER SIZE
Me – wait wait, what is xlr size? can you spell it?
Jabong – IT IS EXTRA LARGE, EXTRA LARGE
(now i understood all this while he was saying extra large, not xlr)
Me – ok, what is the smaller size available?
Jabong – IT IS LARGE
Me – how many inches it would be?
Jabong – LET ME CHECK THE SIZE CHART, 34
Me – and xlr size?
Jabong – 36
Me – ok, send me the large size
Jabong – OK MR.V, THE TOTAL AMOUNT YOU WILL HAVE TO PAY AT THE TIME OF DELIVERY WILL BE RS.XXX + RS.39 COD CHARGES
Me – do i have to pay 39 again?
(I’m already paying the cod charges now for the items I’m taking delivery, I do not want to pay again for a replacement)
Jabong – YES, WE ARE CHARGING A CASH ON DELIVERY CONVENIENCE FEE OF 39
Me – Then i dont want it, cancel it, I will not pay 39 again.
Jabong – OK. MR.V
At this poing, I gave the phone back to the courier guy, who tells me the amount to be paid, and continues the call with the jabong guy. I went in and came back with the amount to be paid. Javas guy is still on call and he handed me the phone saying the other guy is asking for email id.
Jabong – MR.V, CAN YOU CONFIRM YOUR EMAIL ID
Me – What ID do you have with you?
(I know what email id of mine they have)
Jabong – I WANT YOU TO CONFIRM THE EMAIL ID
Me – I have multiple email ids and I don’t remember which one I used for Jabong.
(I do remember, but what the hell is this long conversation all about)
Jabong – OK, HAVE YOU PAID RS.39 COD CHARGES BEFORE?
Me – What?
Jabong – HAVE YOU PAID RS.39 COD CHARGES BEFORE?
Me – I’m paying now for the delivery.
(did he mean whether I paid cod charges for my previous orders? I don’t think so)
Jabong – YOU ARE PAYING NOW, HOW MANY ITEMS DID YOU RECEIVE?
Me – Do you have any dea of the order at all? how many items are in the order and all?
(When some one is representing a company of Jabongs size and speaking to a customer from his desk about an order, you expect them to have all the information about the order and customer on their screen at the click of a button. This guy asks how many items are in the order after such long conversation. When this guy was about to cancel my order or send me a replacement, how come this guy is not aware of the order number and the total items of the order, system designers to be blamed )
Jabong – NO MR.V, I TRIED TO CONFIRM FROM THE COURIER GUY AND HE WAS UNABLE TO GIVE ME DETAILS. HOW MANY ITEMS ARE YOU TAKING NOW?
Me – This call is getting too length and irritating for me.
(The courier guy smiles and makes a gesture indicating my statement is right)
Jabong – OK MR.V
Me – Whatever you want, talk to your courier guy.
While the guy was still saying something, I handed over the phone to courier guy, paid and closed the door.