Dear Mehul,

We apologize for the inconvenience caused. We have taken note of your complaint & will revert to you soon.

Thank you,
Team Sulekha.com

Any updates on this complaint? I hope you don't take an entire month to reply to this - same as done by your Customer service executives

Dear Mehul,

All products sold on Sulekha.com are genuine. You ordered your phone on June 20th 2012 and the same was shipped on June 21st 2012. You expressed concerns that the phone box had signs of damage and suspected it to be an used one. Although this is extremely unusual, we offered to replace the same. Our policy for replacement requires us to get the old product back before issuing the replacement. We arranged for a reverse pickup. However, you refused to hand over the product and hence the issue has arisen. We later requested you to send the product back to us. However, you did not agree to do so. We regret we were unable to solve this issue as we did not get adequate cooperation from you.

Thank you,
Team Sulekha.com

Dear Sulekha Deals,
Thanks for your prompt reply.
See my response below (Your comments prefixed with SD, My replies prefixed with MP)

[SD] All products sold on Sulekha.com are genuine.
[MP] Sorry but used/open box products do not classify as genuine even if you think so. See my above post : The phone was delivered in an open box (i.e. Company seal on the phone box was cut off). The phone box contents also indicated that someone had tampered with it. The phone battery was open in the box (without any packaging). Also, there was an empty plastic bag inside, which was probably intended to contain the phone battery.

[SD] You ordered your phone on June 20th 2012 and the same was shipped on June 21st 2012.
[MP] Wrong again! I placed the order on May 20th and the order was shipped on 23/24th May. Check details on your site if you do not believe me. Of course, your customer service tried their best to waste time for an entire month before finally deciding not to refund or replace the phone.

[SD] You expressed concerns that the phone box had signs of damage and suspected it to be an used one.
[MP] The phone box was open (Company seal on the phone box was cut off), The phone battery was open in the box and there was an empty plastic bag inside the box. How would you feel if you paid 14.1 K for a phone delivered in this condition?

[SD] Although this is extremely unusual, we offered to replace the same. Our policy for replacement requires us to get the old product back before issuing the replacement. We arranged for a reverse pickup. However, you refused to hand over the product and hence the issue has arisen. We later requested you to send the product back to us. However, you did not agree to do so.
[MP] Your statement is partly correct. Kumar from Indiaplaza had called me on 20th June and asked me to return the product for a full refund (not replacement). He told me that the refund process would take 7 days. Based on my experience with Sulekha and Indiaplaza, I told him that I did not trust both the sites to refund my money. If you had got both the phone and my money, you would never bother to refund my money or respond to my calls (BTW: getting through Sulekha customer service normally itself is a pain).

I suggested that we could do a reverse COD (Cash on Delivery) so that you could inspect the phone and refund the entire amount at the same time. Kumar declined to this which proves that you never intended to refund the money. It's Strange that most of the online sites follow Cash on Delivery process but don't trust Customers in doing a reverse COD. Same thing was discussed with Rajesh from Sulekha Deals on 21st June.

Having wasted a lot of time, Rajesh finally concluded that he was not in a position to do anything (?) and redirected me to his Lead - Natasha, another smooth operator from Sulekha Deals. Natasha totally ignored what was discussed so far and concluded (on 26th June) that no refund or replacement was possible since I had used the phone.

Questions:
From Day one, both Sulekha & Indiaplaza customer service were made aware that I was using the phone - why did it take you more than a month to realise this? If you agreed to refund (not replace as you claim) the amount, then why did Natasha suddenly conclude that no replacement or refund can be done since the phone was used?
Talking about policies - your site claims “All products sold on Sulekha Deals are 100% new and genuine. These are unopened packs of products”. Are you sure you practice what you preach?

[SD] We regret we were unable to solve this issue as we did not get adequate cooperation from you.
[MP] For one month, I kept on calling every two or three days while your customer service kept on twiddling thumbs. I have wasted an entire hour just to reply to this post. If you call this non-cooperation, then I agree that I did not co-operate with you. The only reason you are unable to solve this issue is because you do not want to.

Dear Sulekha Deals,
Thanks for your prompt reply.
See my response below (Your comments prefixed with SD, My replies prefixed with MP)

[SD] All products sold on Sulekha.com are genuine.
[MP] Sorry but used/open box products do not classify as genuine even if you think so. See my above post : The phone was delivered in an open box (i.e. Company seal on the phone box was cut off). The phone box contents also indicated that someone had tampered with it. The phone battery was open in the box (without any packaging). Also, there was an empty plastic bag inside, which was probably intended to contain the phone battery.

[SD] You ordered your phone on June 20th 2012 and the same was shipped on June 21st 2012.
[MP] Wrong again! I placed the order on May 20th and the order was shipped on 23/24th May. Check details on your site if you do not believe me. Of course, your customer service tried their best to waste time for an entire month before finally deciding not to refund or replace the phone.

[SD] You expressed concerns that the phone box had signs of damage and suspected it to be an used one.
[MP] The phone box was open (Company seal on the phone box was cut off), The phone battery was open in the box and there was an empty plastic bag inside the box. How would you feel if you paid 14.1 K for a phone delivered in this condition?

[SD] Although this is extremely unusual, we offered to replace the same. Our policy for replacement requires us to get the old product back before issuing the replacement. We arranged for a reverse pickup. However, you refused to hand over the product and hence the issue has arisen. We later requested you to send the product back to us. However, you did not agree to do so.
[MP] Your statement is partly correct. Kumar from Indiaplaza had called me on 20th June and asked me to return the product for a full refund (not replacement). He told me that the refund process would take 7 days. Based on my experience with Sulekha and Indiaplaza, I told him that I did not trust both the sites to refund my money. If you had got both the phone and my money, you would never bother to refund my money or respond to my calls (BTW: getting through Sulekha customer service normally itself is a pain).

I suggested that we could do a reverse COD (Cash on Delivery) so that you could inspect the phone and refund the entire amount at the same time. Kumar declined to this which proves that you never intended to refund the money. It's Strange that most of the online sites follow Cash on Delivery process but don't trust Customers in doing a reverse COD. Same thing was discussed with Rajesh from Sulekha Deals on 21st June.

Having wasted a lot of time, Rajesh finally concluded that he was not in a position to do anything (?) and redirected me to his Lead - Natasha, another smooth operator from Sulekha Deals. Natasha totally ignored what was discussed so far and concluded (on 26th June) that no refund or replacement was possible since I had used the phone.

Questions:
From Day one, both Sulekha & Indiaplaza customer service were made aware that I was using the phone - why did it take you more than a month to realise this? If you agreed to refund (not replace as you claim) the amount, then why did Natasha suddenly conclude that no replacement or refund can be done since the phone was used?
Talking about policies - your site claims “All products sold on Sulekha Deals are 100% new and genuine. These are unopened packs of products”. Are you sure you practice what you preach?

[SD] We regret we were unable to solve this issue as we did not get adequate cooperation from you.
[MP] For one month, I kept on calling every two or three days while your customer service kept on twiddling thumbs. I have wasted an entire hour just to reply to this post. If you call this non-cooperation, then I agree that I did not co-operate with you. The only reason you are unable to solve this issue is because you do not want to.