I would like to highlight my bad experience with Koovs.com. I had placed one order# 480763 on 30-Jan-2012 by making all payment of Rs. 30499, in advance from my credit card and it was committed to me that product will be delivered in 7 working days.
I am checking status of my order daily on Koovs.com, which shows same status all the time "Shipping Status - In Progress". I called several time on Customer Support to know progress but all agents who picked my calls said the same thing - "Product will be delivered in 7 working days".
I felt like I am talking to robots and they have same line of script programmed in it to repeat every time. After so many calls the status on Koovs.com website didn't change.
I called 6-Feb-12 evening as well to understand whether some flaw is there with the online system as the status is not moving, but the agent who picked up the call said due to some issues the shipment has not been done yet, but it will be delivered in 48 hrs. I requested that agent to expedite this as I have to present it to someone who is flying on 8-Feb-2012, but he said he can't do anything for this. I asked him to arrange a call back from someone senior to me so that I could understand whats happening, and he committed that he has put in the request in the system and tomorrow morning some one will call me back.
I waited for call back till 14:00 Hrs but all in vain, no one called me back. I called your customer support once again to know whats the status, but the agent was again has nothing to say about the shipment status and tracking number. I asked to put someone senior on the phone which he refused. After requesting the same again he put me on a long hold and said senior person can't come to call. I asked him the name of this Senior person who can't listen to customer and he replied, he is Manish Tiwari. I requested the agent to arrange a call from this senior person Manish Tiwari ASAP, but he said he can't commit and he has put my request in the system.
I would like to know what kind of system or management Koovs.com has, that they don't listen to customers. If their operation people can't listen to customerís voice then I am sorry to say that they would not sustain in this line of business and will fail for sure.