Delhi is the capital of India and is known as the busiest metropolitan city in India. Generally, nobody is going to tolerate you if you are screaming or abusing someone in a city like Delhi. The same incident happened with a person of Delhi when he purchased a device from Xiaomi.
Customer made some orders from Xiaomi and Delhivery is the delivery partner to deliver those products to the doorstep of the customer. As per our discussion with the customer he told us the entire incident, which is as follows:
Without any notification, courier boy reached the customer’s house with the parcel and without any notification, it’s usual that sometimes people don’t have enough money.
The same thing happen with the customer as well, he didn’t have the appropriate amount so customer’s mother requested the courier boy to reschedule the delivery (for tomorrow) on next day. After hearing this, he just started screaming and abusing the lady and this is not enough, after abusing the lady, he called the customer and started screaming and abusing customer as well.
We have heard the call recording and seen the phone and email as well and found that customer didn’t have any notification about the delivery.
In fact, till now, no actions have been taken from the Delhivery or either Xiaomi yet, to resolve the issue and customer is very upset and feeling unsafe. It feels like anyone can come to your home and easily started screaming and abusing you. It is not really good to see that the customer who’s going to pay you is getting misbehaved by your own team members.
Such incidents are rising day by day in Delhi and people are getting frustrated with the online shopping as they are facing such issues. Xiaomi and Delhivery, both need to send the notification to remind customers in the morning that their package is coming today. If customers will get enough time or earlier notification, then definitely they will keep ready the cash and there is no need for rescheduling the delivery.
Instead of troubling customers, delighting them is a great option so that they can recommend you more customers. Otherwise, they will start posting negative reviews for you which can damage your brand value.
If you want to talk to the customer regarding the issue, just let us know and send us an email to this (firstname.lastname@example.org) email address and we will provide you the necessary details.
We are completely agreed with the customer and providing our full support to him and hoping the same from Xiaomi and Delhivery as well.