How a company's communication lapses mar its image can be best exemplified by Grofers. Let me explain with my experience.
They want positive feedback only
The routine Grofers sms asking for feedback says, tell us what you like about us, so that we can improve. Huh!
No call centre, no email
They don't have any call centre/phone helpline and no email for a customer to reach out to them. Only chatbot and chat support. If your query does not fall under any category of their drop down menu, you are screwed, as you can't reach them.
Arrogant Social Media Team
So, when Grofers accepted my two orders, got paid for them and did not deliver, I was shocked. I thought age is catching up with me and I am developing early symptoms of Alzheimer's as I might not have placed the orders and not made payments at the last moment. To reconfirm, I checked Grofers App, there was no sign of these two orders and any payments made by me. So I was less worried about the Grofers orders, and more about my forgetfulness.
A week later I was shocked to see on my Sodexo app that the two debits had actually taken place and Grofers conveniently removed all traces of these orders and payments from their app. If I had not checked my Sodexo transactions record, Grofers would have kept my money happily.
Since there is no option for such weird incident in Grofers drop-down menu and there is no phone/email, I had to tweet to them. The team got back to me in their sweet time and denied that any such transaction had taken place. When I persisted, they asked me to show proof. When I sent them screenshot of Sodexo transactions, they said we have checked and will initiate refund.
No sorry, no apology, no regrets. They acted as if they are doing a favour to me by returning my money. When I pointed this out, they replied, when our systems would have noted, you would have got the money eventually.
Horrible example of customer service.
#Grofers #delivery #customer #service #fraud #cheat
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