I first noticed
Flipkart.com at World Book Fair 2010 New Delhi. They had a big stall of which I walked past by quickly glancing with the side of my eye since the stall, as far as I remember, had no books and it wasn’t a publishing house. Later I stumbled upon the website after reading a
blogpost about it and discovered the unbelievable, plethora of books at rock bottom prices add to it superb packaging and FREE to home delivery.
The love affair with the much applauded and hugely
successful website followed before it became the household name. Till recently
almost all my online transactions had been through flipkart. The discounts were
so tempting that I stopped buying books elsewhere. A person who loves bookshops
more than anything turned into a
tourist at bookstores. Noting down name of the
books only to order them later through flipkart.
When flipkart went
multidimensional selling everything from electronics to books et al. it did
pinch me somewhere. It killed the thought of relating flipkart as an exclusive
bookstore fanning my fears that somehow it will dilute the book
business. Going through books in the books section of say big bazaar is such a
sham. It’s there for the heck of it. Colouring books rubbing shoulders with
chetan bhagats , shiv kheras, chicken soups and other extremely popular titles. Superficial and skin deep.
Somehow I started ordering computer accessories from
flipkart.
Some days before I had to order Samit Basu’s The Simoqin
Prophesies for refrence purpose which was for some reason not available at
flipkart. I Googled and found
bookadda.com a miraculous site which had books
cheaper than flipkart and that too by a good margin. It was a like discovering
a talisman. A dedicated bookstore with cheapest books I had ever seen. It was
then I did it… Ordered the book through bookadda.com on 21 Feb.
On 22 Feb I received
the SMS from bookadda intimating me that my order had been shipped from their
end through AFL Couriers (who are they?) It’s 29 Feb and I have fairly no idea
where my book is.
The AFL website gave nothing to my tracking id telling me
nothing except that my courier has not yet been delivered. I called
bookadda.com customer helpline number which was few times busy, sometimes
unanswered. Finally I could get through the helpline chakravyuh. The call
attendant was very professional though and took personal interest in my query.
She called back after updating the status of my order with the courier company.
I formally wrote this on the customer feedback section on
their website and a string of emails followed :
I ordered Samit Basu's book from your website which was shipped shortly
but unfortunately the courier company AFL has not been able to deliver the
shipment promptly.. i had posted about your website on my FB wall and
recommended it highly to my friends since it offers better deals than
flipkart.... that too after many years of ordering through flipkart.. i cannot
receive my shipment details too through AFL courier website by the tracking
number which only tells me that my courier has not been deliver (which of
course i already know) it's advisable if u your courier company can be prompt
and informative it'll help the customers and inspire confidence to order more
books on a regular basis. thank you.
User Order Id -
from email - parv.kaushik@gmail.com
Feb 28:
Dear Customer,
Greeting from Bookadda.com !
Thank you for your mail and order with Bookadda.com.
As per your mail , we kindly request you to provide us the transaction
reference id so that we may check and followup with the courier people for the
same, as we are not able to track the order through your mail id.
We are very sorry for the inconvenience caused.
Thanks
Customer Support Team
Feb 28:
My AFL tracking id is 81592712561172
Feb 28:
Dear Sir,
Our sincere apologies for the inconvenience caused.
We expect you to get the book by today.
We value your feedback & have taken corrective action against the
courier company.
While we strive to provide good services, sometimes we get constrained
by the logistics eco-system available in the country.
We hope to provide better services to you in future.
We look forward to having you as our customer soon.
Thanks.
I got their sincere apologies but not my book despite
complaining. The courier company has taken some corrective measure (pun
intended) with now the Status is showing “With Delivering Courier” as if the guy
is out there with my book on his way and will be reaching me anytime while in
reality the book might be rotting somewhere in their warehouse.
It is sad to see such appalling service in a fiercely
competitive market. It might be that the perfect business plan of bookadda.com
is being anchored by poor delivery mechanism or that by cutting on price they
are compromising on courier provider. Whatever the reason the bottom line
is..
WHERE IS MY BOOK???