- Incomplete order of vital medication and rude customer support behaviour Open
**th of August - I place an order of * boxes of a (fairly expensive) drug, Xarelto (an anticoagulant that I have been prescribed to take without fail after the pulmonary embolism I suffered from last year) that I need to take on a daily basis in order to ensure that I survive while not getting a stroke, PE, heart attack etc. from NetMeds.com.
**nd of August - An incomplete order is delivered to me.
**nd August - I send out an email stating that the same has happened.
**rd of August - I get a response to my email asking for my order ID.
**th of August - I respond with my order ID ****************A.
**th of August - I get a boilerplate response stating that they’ve escalated the issue.
**th of August - I ask for an update.
**th of August - I receive an email with a video https://youtu.be/*j*mK*kMgzI of some random order of something called Hair*U being packed. The email had them telling me that I was wrong, saying that they have sent everything according to my order, despite the video being of some other random order.
**th of August - I call them, speak to a customer care rep and explain what happened, he hangs up on me.
**th of August - I tweet about it - https://twitter.com/AjayAppaden/status/*******************
**th of August - I call them again, a rep listens to me, I explain the entire thing all over again, He puts me on hold, comes back and tells me that he'll fix this in ** hours.
**th of August - I get a response to my tweet asking me to DM my details. I explain the whole situation all over again, give them all my details and ask them to give me a call at the earliest, they ask for ** hours to get this sorted.
*st of September - I DM them again and tweet asking for an update about whether it has not been ** hours yet since we last spoke. They say that they’ll get back to me by the next day.
*nd of September - I tweet and check with them for an update, they ask for another ** hours more. - https://twitter.com/AjayAppaden/status/*******************
*rd of September - I tweet asking about the update again to which they respond publicly saying that they’ve sent me an email and that the issue has been resolved inciting that I’m still making a fuss out of nothing.
I check my email and I see the exact same email boilerplates template that was sent to me the last time, this time around with the actual video of my order being packed https://youtu.be/e***gWkQ*zw and them telling me that I was wrong and that they had indeed sent the entire order in the first place.
I became incredibly agitated and sent them a rather rude and condescending response which included some profanity to that email stating that it is evident that they had missed half of my order and that they literally just gave me evidence of the same.
I tweet about this again- https://twitter.com/AjayAppaden/status/*******************
*th of September - I get a DM on Twitter saying that they’ll process a refund. No apology, no regard of the whole **-day ordeal or the harassment that they put me through for the past * days when I was running short of the medication that I needed.
Now I ensure to keep a buffer in place in case of emergencies and had to resort to using the same.
I have yet to be given an explanation as to why this happened, what took so long, why they could not tell me earlier that I would have to make other arrangements for the meds and funds for the same. (These things cost over **** bucks a week)
*th of September - I get a call from the NetMeds.com call centre saying that they have issued a refund for two strips and that I should get it in * working days. They don’t give me an explanation as to why this happened, nobody has any answers for anything, they just keep blaming some other team, either the escalation team or the social media team or the warehouse team.
Are you brand?
Are you Lawyer?
An apology letter from company official
Get damages for financial loss and mental agony
"I am fully satisfied with Voxya as it resolved my issue within 1 day. There is also an option to consult a lawyer at a very nominal price. Thanks Voxya."
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