Db Kerala Sarees Online — Did not receive the ordered product

Nov 01, 2021

Updated by pnnair Hi,

Read the reply from Divya Vikram and I have a few points to bring to attention.

1. Divya Vikram posted a screenshot of a whatsapp conversation claiming that it is dispatch team proof. That message was sent to me on my whatsapp on 26/08/2021 saying that it is the order confirmation and dispatch will be done once I transfer the money. I got a booking procedure the same day. I transferred the money referring to the booking procedure only on 1/09/2021. Details of account transfer attached previously. So Divya Vikram is claiming in her reply that the order was dispatched before I transferred the money which is untrue. When business claims that they have dispatched items, they need to claim it with proper proof (shipment details) of dispatch not with order confirmation through whatsapp.
2. I have attached the booking procedure sent by the business (screenshot attached). The procedure says nothing about the requirement for an opening video. If it was there, I am definitely obliged to take one. When I challenged it, I got a reply saying that they assumed that the customer knows it (screenshot attached - procedure guessing). Unfortunately I can't guess business's procedures. If there is anything that they expect from the customer they must have informed me clearly.
3. Booking procedure clearly tells the customer to request for tracking information which I did (procedure attached). I have attached tracking information requests 1, 2, 3, 4 screenshots. Till date I didn't receive any tracking information related to my order. Sometimes I get a reply saying that business will check and reply, but never provided the information.
4. On 20/10/2021, I have very politely sent an email to Divya Vikram requesting tracking information to [protected]@gmail.com. Till date I haven't received any reply to that email.
5. I have attached my call records to the number[protected]. Either my calls were unattended or declined.
6. Out of two dhothis ordered, one was delivered (to a different address provided) and it came from Selam. No other items were included in that package. The sarees came separately. As I didn't receive the second dhothi to the specified address, I am unable to provide an opening video. Once I receive the item I am happy to provide the opening video as per business request.
7. Business might have missed to send the second Dhothi or it might have missed somewhere during the delivery process. As I never received any shipment or tracking information, I have no clue. But if business has the proof/ tracking information that the dhothi has been delivered to the specified address, I am happy to withdraw my complaint.
8. I repeatedly raised my concerns in whatsapp/ email and mentioned that if they don't provide me the required information, I will raise the issue with customer complaints. Business replied that they will take care of that, which shows their confidence that they can get away with these kind of issues.

8. I appreciate Divya Vikram's reply to my complaints and concerns when I raised it in this forum while she is serving other 29999 customers.
9. Understand Divya's keenness to keep her business reputation by responding to this forum and justifying what they had done but need to acknowledge both sides of stories prior to raising allegations of poor language when a customer tries to contact her business through numerous phone calls and email(few screenshots attached). Justifications like staff on holidays or lame comments as to serving 30000 customers does not give them a right to ignore customer concerns.

We are not worried abut losing Rs 550 for a dhoti but this is more about the morality and attitude of these business people who think having a reasonable customer base gives them the luxury of doing things on their will and ignoring people like me who live far and wide with no chance of contacting them else wise.

I request an intervention from consumer complaint department on this complaint as the business couldn't prove that they have sent the dhothi or the receiver has received it by providing proper shipment/ tracking information.