Order Details:
Dated - 05/04/2012
Order No - 1838372
Invoice Number - FNY/991326/12-13/Part 2
FNY Code - 21W150499398
Product Detail: Michael Kors Handbag M_12Apr17AC8042_W_EXTOTE/SILVER
Amount (Rs) - 16999.00
Payment Option Chosen – Cash-On-Delivery

Addressing this complaint to Consumer Forum, Times of India Group, Local & Gurgaon Police Station, NASSCOM, Owners / CEO / Investors / Venture Capital Companies who provided the fund to/of the e-commerce portal/company FashionandYou.com (Awari Technologies Private Limited, Gurgaon) located at “Awari Technologies Pvt. Ltd., 241, Near SP Infocity (Nokia) Udyog Vihar, Phase -1, Gurgaon – 122016”.

I received the shipment from Fashion and You on the 7th May 2011 and paid Cash-On-Delivery Rs. 16999.00. After opening (unpacking) the parcel, I found that the Bag that I ordered was in damaged condition. It has lot of dark spots all over. Also the Bag was folded which made a crease on the bag. I had formally called the Fashion and You number (01206739999) which is not a toll free number and spoke with the Customer Service Representative (CSR) and registered the complain on the same day i.e 07/05/2012 and the complain no. is 1635096. I expressed my dissatisfaction and wanted to return the bag and have the money refunded. The CSR advised me to courier the damaged product back to them and within 10 working days they would refund the full amount (Rs. 16999.00) by cheque and the cost of courier will be paid at the rate of Rs 150.00 per KG. I went to courier but the courier charges were more than Rs. 500.00, so I called back FnU on 8/5/2012 and told them that since it is a high value product and almost a kilo the courier company will charge more than Rs. 500 and also I have to make an insurance of the amount of the product being sent. Total cost will run more than Rs. 1500. The CRS then provided me another complain no. 1638204 and said that within 3 days the product will be picked up by Fashion and You from the shipment address. On the 10/05/2012 i.e on the 3rd day when no one came to pick up the product I called up again and the CSR provide me another complain no 1650660. This time I made sure I spoke to their Team Leader Sheena Puneja. She accepted that it was their fault and delay caused from their end in having the product picked up from the address provided. She was apologetic for the delay and requested 3 more days within which the Product will be picked. I agreed for 3 more days. On the 12th which is 3rd day from the 10th, I called again and referred to the complaint no 1650660, spoke with the same Sheena Puneja and she was again apologetic saying that the pickup team has not responded and she will check and revert back. I held the phone and asked her to check it right away while I hold the line. After some time she came back to the phone and said that she needed 3 more days. I made several requests and all the conversation is noted in their support complaint notes. Since I had no choice, I agreed for another 3 days. I called again on 14/05/2012 refering to the complaint no 1650660. Again spoke to Sheena Puneja and this time I wanted to speak with their owner of the company to understand if he is aware of this issue. Sheena Puneja refused to provide me the details of the owner and all I got to hear from her is that she is sorry for the delay again, expressed her apologies and needed 3 more days.
After this episode, I realized that I was cheated. Thus on the 14th I asked her to send me a written confirmation of the whole transaction and the conversation we had on the phone along with the promised date of pickup. She refused for the same.
The above episode is an example of e-commerce portals / companies that do not follow fair and ethical online business practice. I would like to know if this is the way how the promoters of the company Fashion and You (Awari Technologies Private Limited, Gurgaon) are making their money by cheating online consumers who visit this e-commerce portal and do online shopping / transactions. If so, then I appeal to the consumer forum and NASSCOM to take strict & punitive action against this company and its promoter /owner /CEO /Investors and or Venture Capital fund raisers (Norwest Venture Partners and Intel Capital, Sequoia Capital India and Nokia Growth) and such practices / organizations should not be encouraged and must not provide license to operate in / under any name of business in any country.

The amount of mental harassment and agony sustained by me while going through this deal has been immense and it is very difficult to quantify in terms of value lost (time & energy). However I would immediately want this forum to instruct Fashion and You (Awari Technologies Private Limited) to have the damaged product be picked up from the address and to release a refund cheque / Draft / Pay Order of Rs 16999.00 immediately with interest and punitive damage ten times the cost of product, favoring the buyer (purchaser) payable at par at any bank and its branch in India.

The product has still not been picked up by Fashion and you till the evening of 16th May 2012 as promised by Sheena and also their CSR. Hence I am filing this complaint.