Dear Mr. Dayanand Agarwal,
Most other Movers & Packers I have had the privilege of using, would simply take my goods from point A to B in rather a hurry. But your organization is different. Really !! ... mother promise ...
You staff must have particularly enjoyed interacting with me. They kept calling me more frequently than wife in the 1 month from my inquiry for your services till I paid Rs. 84000 as advance. All this time, they just 'forgot' to mention how the charges were calculated. Just quoted Rs. 400 per kg. Thats it !!
May I add how considerate it is of you to enable your customers such an in-depth and thorough experience of relocation.
On 29th of January I packed and sent those 7 boxes of goods with so much of nonchalance. Your staff was obviously not impressed with my lack of affection for my material belongings. I was still intrigued too see that your company took not only good care of my goods & kept it with themselves for over 40 days with lots of love. They were so attached to it that they kept lying to me so that they can enjoy maximum quality time with my goods. Damn ! That just bought a tear to my eye. Touching !
I am also impressed with the fact that your staff fully understood "Interstellar" - something which Irodov-solving IITians had to watch a million times to start comprehending. They told me my goods will reach me in 5 days. But I erred in asking them on which galaxy. Clearly they were speaking from a galaxy where 5 days meant 50 days on Earth. My bad !
A special word of mention for your DGM Mr. Manish Jain. The bio on your website elaborates about him:
"He is a team leader for the Banglore region and his experience in relocation business helps organisation in solving day to day business problems."
I thought to myself that the fundamental flaw of the bio was the typo in spelling out the city name but now I realize that the typo was "solving" where you probably meant "creating". Freudian slip I guess !! I also found it unique that you have equipped him with Blackberry (with data plans enabled) so that he can ignore customer emails on the go! Why waste time doing it later?
I look forward to your enthusiastic and prompt response. Since I didn’t get one last time from the ninnies you've employed, I’m posting this letter in a few places on the Social Media so that the probability that it does reach you is reasonable & just to see if they might care more. I’ve got nothing to lose and nothing better to do, since I don’t have my clothes to wear & lead a outdoor life. To be honest with you, I am tired of recycling the same clothes for last 50 days.
For your benefit, the timeline of my awesomeness-filled interaction with your organization
- 29th Jan - Goods packed and taken by your staff
- 30th Jan - Received Bank details from your staff. Transferred the money to them
- 1st Feb - I sent them my e-ticket and Mr. Manish replied back if I was still in the country. I replied.
- 11th Feb - I sent a mail asking for waybill details. No reply
- 12th Feb - Sent a reminder mail. Mr. Manish replied
"Today we had requested for departure certificate . Because of week end Custom clearence will be done by Monday or tuesday . Air way bill will be mailed by Wednesday ."
- 20th Feb - After patiently waiting for week requested for a update. Reply from Manish below. No waybill details shared however.
"Already it has been processed and delivery date is wednesday or thursday"
- 25th Feb - After patiently waiting for a few more days sent a reminder for waybill details.
- 27th Feb - Sent a reminder again for waybill details. Also informed that nobody had contacted me yet
- 28th Feb - Sent one more reminder. No reply yet.
- 3rd Mar - Sent one more reminder. No reply yet.
- 4th Mar - Sent one more reminder. Added one Mathew Varghese in the loop who I guess handles international operations. Finally Manish replied
- 5th Mar - Sent one more reminder. Manish yet to send any report. No replies
- 6th Mar - Tired by this lack of response I sent below mail
" This is my last reminder mail to you. No updates. Not even a hint of apology till date from you. Shows what Agarwal Packers and Movers mean by customer service. As advised by my company Lawyers, I will wait till Tuesday for my belongings to be delivered. Any further delay, you'll have to compensate me at Rs. 10,000 per day for all the trauma and inconvenience you have caused me. We are also sending a copy of all the till date correspondence to your company chairman and board members. From here on, I'll ask my company lawyers to take it forward."
- 7th Mar - No reply or update or even an apology from Mr. Manish. Their office staff Mr. Rakesh Kumar sends below mail
"Its a gentle request to Please provide us the copy of your passport, visa copy, air ticket & Company offer letter as the same was misplaced by our international vendor and because of that the consignment is on hold. Your consignment will be delivered with a duration of 5 days from the date we receive the required documents. Sorry of the inconvenience Caused."
- 7th Mar - I replied with all the required documents immediately.
"I have attached the requested docs. I expect my belongings to reach me before Thursday EOD. But this is really irresponsible and shameful. And why did it take this long to inform me? That too after so many reminders from me with a false reply from your end just to dodge me each time. I have suffered the inconvenience for the last 45 days for no fault of mine. You need to compensate me Rs. 25,000/- for my inconvenience which is entirely the fault of your flawed sense of customer service. Expecting a confirmation on the same."
- 12th Mar - No updates yet. No way bill details. Sent one more reminder. Mr. Manish replied
"Already mailed you the airway bill .consignment reaching tomorrow"
At this point I am in awe that he has the audacity and the guts to lie to a customer on record again and again ! Still giving him the benefit of doubt I replied
"Not received waybill. Nor any mail from you. Please resend."
- 15th Mar - No updates yet. No way bill details
"Still no waybill received. I double checked my mailbox & SPAM folder. No mails on waybill. Can you stop with the dodging, lying and for once be honest with me? Also I still haven't received the confirmation on the compensation of Rs. 25000. This is not the customer service I signed up for. APM was not the lowest quote for me in case you are under that illusion. I chose you because I felt it would be a much pleasant experience dealing with known names. How wrong I was !! You don't even have the basic courtesy of keeping customer informed truthfully or apologizing in case you stuffed up. I am giving you last & final chance to come clean till tomorrow noon (Monday), confirm on the compensation and render a unconditional apology for this disaster of customer service. Post that I'll escalate this to your company board as well as public media apart from seeking legal recourse."
I purposely put dummy mail ids of yourself, Mr. Sanjay Agarwal in this mail. Immediately Mr. Manish replied
"Your Air way bill no is 2306141283 you can track your cosignment at Dhl.
your consignment is secudled to reach today at Muscat"
Checked the DHL website immediately. Uncovered another bundle of lies. So replied to the mail
"Checked the status. The items have been dispatched only on last Tuesday. So the mail from Rakesh that my consignment was on hold because your international vendor lost the documents was another blatant lie. Clearly it was misplaced from your end and that mail was one more cover up. Confirm on the compensation because all this details in public domain or in consumer court will not look good on your organization."
- 16th Mar, 17th Mar & 19th Mar - Sent reminder mails. No reply.
- 19th Mar evening - Tracked Mr. Sanjay Agarwal & Mr. AK Agarwal on Linkedin. Sent them mails. Then shared back the mails with Manish
"As promised, sharing a copy of the communication I have sent to Mr. A.K. Agarwal & Mr. Sanjay Agarwal through their Linkedin accounts.
Will wait 48 hours for their help. If nothing moves then will publish entire mail chain on my blog & share links on mine as well as your Facebook Page, your twitter account and Consumer Court (http://www.consumercourt.in/) & Akosha (http://www.akosha.com/)
Then will get my company lawyers in the action since as a consumer I have exhausted all avenues of dispute resolution as per The Consumer Protection Act, 1986
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Dear Mr. AK Agarwal/Sanjay Agarwal,
I need your help rather desperately.
I trusted Agarwal Movers & Packers when I relocated to Oman from Bangalore. However since the day I have paid Rs. 84000 for that, my experience has been nothing but harrowing.
My items were picked up by your team on 29th Jan for Air Shipment to Oman. Your DGM Mr. Manish Jain initially gave me false updates about my shipment with blatant lies. To make things worse he refuses to respond to any mails unless I make a threat of escalation. Till date he is yet to explain or apologize for this delay.
Please intervene or kindly return my goods & refund my money.
If you need I can fwd the entire mail chain and you'll see why I am terribly disappointed with the whole experience.
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Shamelessly no reply yet. Today is 22nd. My goods haven't yet reached me.
