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Odoo, Quikr, Amazon complaint resolved and much more at Voxya.com

Sorry guys, for not writing stories of consumers complaints these days. Honestly, last few weeks have been very busy here at Voxya as we were resolving Odoo, Quikr and Amazon complaint and was upgrading our platform with mobile apps & company’s portal.

First, we were engaged in completing and releasing our first version of mobile app. It took lot of design & functional iterations to come up with the best mobile app for filing consumer complaints. And we are happy to announce that it is now live and available for download here: https://play.google.com/store/apps/details?id=com.voxya.voxya

You can post your consumer complaints, search for companies and check status of your complaints through this mobile app. To know more about the features and to view the screens, please check our previous write up here

Secondly, we were engaged in “successfully” resolving few consumer complaints filed by consumers at our Voxya platform. In one such success story, we resolved a case filed by Mr. John Rajan against Odoo ERP which is Headquartered in Europe but has a development centre in India. Mr. John bought one month Odoo subscription on a condition that he will not be billed for next month unless he likes the software. But unfortunately without getting any approval, his credit card was wrongly charged for second month’s subscription. This was not expected from Odoo so he filed a consumer complaint at Voxya.com. Very soon due to our unique consumer complaint platform, the complaint got circulated on social media and ultimately reached to the Director Odoo (APAC region) in Hongkong. Immediately, he contacted Voxya.com personally and showed interest in resolving the consumer complaint. We coordinated with Mr. John and got refund from Odoo team in less than 2 days time!

Usually, it is rare to find such pro-activeness by any company to resolve consumer complaints but it seems that Odoo knows how to make customers happy. We really appreciate the efforts taken by team Odoo in resolving this complaint quickly and special thanks to the Director APAC who took personal interest in solving the problem.
You can check the Twitter tweet and Odoo’s reply here. Check original complaint filed by Mr. John at Voxya here

We also resolved Amazon complaint where delivery boy was not delivering the product but later on filing complaint at Voxya, this Amazon complaint was resolved. Similarly, we resolved Quikr complaint where the Ad was not published as Premium after payment was charged. With Voxya’s help, a student got fee refund for EEG Lab workshop, which he could not attend. So, overall very tiring month but we are really very happy with the results so far 🙂

Lastly, we were engaged in on-boarding few Companies at our platform. Within two months time from the date of launching our portal for Companies, we have now seven companies resolving consumer complaints at Voxya.com, including some big names like Yatra, Odoo and Snapdeal. We are hoping that very soon we will have more companies on-board to resolve Amazon complaint, Shopclues complaints, PayTM complaints etc. So, we are very excited to resolve more consumer complaints at our unique platform.

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Voxya – a platform for resolving consumer complaints

We have added a new section in our website for brands and companies. Now, companies can resolve consumer complaints online by creating an account at voxya platform. As we are getting more & more complaints daily from various parts of the country so we wanted to streamline the process of complaint resolution.

Now, any company official can register on behalf of company at voxya.com and can start resolving consumer complaints. If you are company and reading this, search for your company here and then click any consumer complaint to get the link to register your company at voxya.com. You need to have official company email address and other relevant company details in order to create company account. Once you submit the company registration form at voxya.com, we will verify details and will allow you an access. Please note that there will be manual approval for company accounts from our support team.

resolve online consumer complaints

We hope that this feature will help companies and consumers both to speed up the entire resolution process. Though no company has registered yet (as on date 10th Feb 2017) at voxya platform to resolve consumer complaints online but we hope that very soon we will start getting interest from brands.

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How we resolved Pepperfry consumer complaint in just two days

We are happy to state that we have got one more success story to share. We have resolved Pepperfry consumer complaint within just two days.

Last week a consumer, Amandeep Singh filed a complaint against Pepperfry – a famous online furniture store. The store was listing a bed with some misleading description about the storage space.

Believing this misleading description, Mr. Singh ordered the bed at the online store and paid Rs.37173 for it. Later he came to know that the bed does not have any storage inside the bed, which caused severe mental agony to him.

When the customer contacted Pepperfry support, they refused to cancel his order or refund his money saying that storage actually means he can use plank under the bed for storing things. This was simply unacceptable to the customer as storing under the bed can not be treated as an in-built feature of the bed.

consumer complaint pepperfry
Pepperfry invoice describing the product

Finding no other alternative, the customer posted his Pepperfry consumer complaint at Voxya.com – a platform to resolve consumer complaints quickly. We investigated the matter and found that customer’s complaint was genuine. The product page at Pepperfry has very misleading title showing the bed has a storage.

consumer complaint pepperfry
Actual product page at Pepperfry

On receiving the Pepperfry consumer complaint, we at Voxya. started a social media campaign and tried to contact Pepperfry.

We also requested customer to share his consumer complaint via social media. Immediately within just one days time, the customer received a call from Pepperfry’s CEO office and they canceled the order and refunded the money to the customer!

So, we have resolved Pepperfry consumer complaint at our platform successfully 🙂 It is really nice that Pepperfry took immediate action in the matter and resolved the complaint quickly.

We received a thank you email from the consumer and we feel happy that we were able to help in resolving his complaint 🙂

Thank you email from consumer thanking voxya.com for resolving his consumer complaint
Thank you email from consumer thanking voxya.com for resolving his consumer complaint

Though the Pepperfry consumer complaint has been resolved by the company quickly but we will still request Pepperfry to modify the title and the description of this product listed at their store here https://www.pepperfry.com/bibiana-queen-bed-in-cherry-and-solid-grey-finish-by-casacraft-1478584.html.

It looks that the details given on this product page are misleading and incorrect. Hope somebody at Pepperfry will look into this soon.

If you are facing issues with a defective product or service which you purchased and the vendor is not helping, you can file a consumer complaint at https://voxya.com/file-consumer-complaint
Our experienced legal team will help you to get refund, replacement and compensation.

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How companies should resolve consumer complaints

If you are a company or brand, you should admit that mistakes happen. You might be 99% perfect but still that 1% figure leaves enough space for lot of unhappy customers. So, resolving consumer complaints are important to succeed in business.

When you get a consumer complaint, you can either lose an angry customer or choose to hear him patiently, and get a brand advocate for life. Actually the companies should regard customer complaint as an opportunity. If an annoyed customer is successfully pacified then there are chances of building trust and long-term relationship with him.

It is not necessary that companies should invest a lot for resolving consumer complaints. Even very simple steps can make huge difference. Lets see how companies and brands can easily resolve consumer complaints:

1. When an upset customer tells his story, the companies needs to hear him with all ears. Anger can recede rapidly if someone listens to a customer’s grievance.

2. Empathize with the customer. Brands should understand the emotions of the customers, and let him know that his pain (grievance) is genuine.

3. Apologize sincerely. Customer does not always need compensation, instead they want an apology from someone who has authority in the company.

4. Act quickly to resolve the issue. The companies should allow their customer service teams to offer discounts, compensation and gifts etc to convert the unhappy customer into satisfied advocate.

5. Cure the problem. For becoming successful business, it is important to find out the real reason why that mistake occurred. Any faulty process should be removed or modified so that mistakes should not get repeated.

Finally, it may seem easier to let an angry customer go and focus on new customers. But successful businesses know the power of customer satisfaction to achieve better customer retention.