[agelesstravelle]

I am a regular buyer from TataCliq. I can share that they do issue refund for such cases but it would take time. I bought a 55" Panasonic TV from them for 58K last year. The TV I received was defective and had black spots all over the screen. Usually, in such cases no replacements are provided and the policy is that customer should contact the manufacturer to complaint under warranty policy. I was able to get full refund from TataCliq without too much escalation.

They work slowly on issues like any other Tata company. It may take long time even after they agree to provide refund. They recently issued me 700 rs refund for nitrile gloves after two months of filing the grievance on their website. The gloves delivered were in bad shape and in an open package. The product was non-returnable and they did not bother to collect it back. I did not follow up even once after filing the grievance. I got SMS to provide NEFT details for money transfer after two months.

I hope your grievance is sorted out soon.

[procrastinator]

The proof is funny.
The video1 does not show the top side where the box is opened.

The video2 shows front with ASUS tape having one more (black) tape pasted over it.

The video1 and video2 are deliberate attempts to deceive.

I am not antagonist
But this isn’t something a *Clear* fault of Tata Cliq or delhivery.

This requires probe.
I hope case is open with consumer court.

Mods: I request thread title to be changed.
Something like, investigation is pending.

[Dr.Suraj]

I wouldn't put this past Delhivery either. On 12th October they delivered a parcel to me from Pune. I had placed the order for the pick-up and the parcel was packed by a very trustworthy fellow BHPian. When the parcel reached me (Mumbai) it was swapped (inside). Instead of the expensive electronic item it had a dirty old worn Delhi Capitals IPL t-shirt.
I have clicked photos/videos and I have been pursuing this with Delhivery team since last ONE MONTH. Yes, 1 full MONTH. Their helpline number does not function. They reply once in a week with 'email' saying - "We are looking into it."
HORRIBLE Customer Service by Delhivery. So, I wouldn't be surprised if someone at Delhivery does such a scam. Their pick-up boys keep changing and have no communications of sort. It's a pretty veiled and shady process.
I am also equally aghast that something like this can happen with Tata Cliq whose original campaign was C.A.M.E.L. products.
It may be an uphill battle, but in this case, I am certain OP will get the money back. Just the amount means all people/parties involved will want to have it checked twice or thrice.

[agelesstravelle]

Originally Posted by Dr.Suraj

I wouldn't put this past Delhivery either. On 12th October they delivered a parcel to me from Pune. I had placed the order for the pick-up and the parcel was packed by a very trustworthy fellow BHPian. When the parcel reached me (Mumbai) it was swapped (inside). Instead of the expensive electronic item it had a dirty old worn Delhi Capitals IPL t-shirt.
I have clicked photos/videos and I have been pursuing this with Delhivery team since last ONE MONTH. Yes, 1 full MONTH. Their helpline number does not function. They reply once in a week with 'email' saying - "We are looking into it."

In India, such frauds are unavoidable and it is equally difficult for E-com and courier companies to find out where the fraud happened. It is always recommended to insure valuable items with any courier company at the time of billing. It helps a lot in case of fraud as money can be recovered from insurance company. This is the standard practice at all E-com companies now and this is the reason they provide refund after thorough investigation as they try to recover later from insurance companies.

[Mr.Beat]

For all those who have commented on the authenticity of the video and the proof, what if the OP never clicked or shared any video? Would you have then believed him?

Video 1 clearly starts with complete taping which shows genuine intentions to cover the unboxing.

Coming back to the point, thanks to team-bhp this is getting escalated to the top management and the hard-earned and years of savings are back with OP.

What do you guys think should be the way forward to avoid such situations in the future?

Ask the delivery guy to open and show you the item and then you accept it?

Considering it is not possible for all of us to make unboxing videos every time

[Sebring]

Why cant the delivery guys stand by, when we open the package and then pay up? Right now Companies like Tata Cliq are doing what suits them best. It's not in my interest as a consumer. BTW, His money is not back with him yet

Originally Posted by Mr.Beat

and the hard-earned and years of savings are back with OP.

[rapid_fire]

I am regular customer of Amazon India. Most of the time they deliver the product without any issues. However on two occasions they delivered wrong products. Once they delivered a pack of noodles instead of a pair of shoes, and an egg basket instead of a high chair (for infants) on the other instance. Both these occasions I didn’t made any unboxing video. Just contacted the Amazon customer service, told them that they have delivered the wrong product and they agreed to replace it with the original product. I also received damage products 2-3 times, which were returned and the refund was credited to my card within a week.

Anyway the OP was an eye opener for me. From now on, I will try to record quick unboxing videos for all high value products that I buy online.

[Latheesh]

Originally Posted by Dr.Suraj

I wouldn't put this past Delhivery either.

True. Whenever I get a notification that item shipped by delhivery I expect following - delayed delivery, damaged packaging, or damaged/missing product. In this case too I suspect delhivery guys only. May be original poster opened the package second time for video shooting. He needs to confirm us the same.

[saket77]

Originally Posted by Sebring

Why cant the delivery guys stand by, when we open the package and then pay up? Right now Companies like Tata Cliq are doing what suits them best. It's not in my interest as a consumer. BTW, His money is not back with him yet

I ordered a TV from flipkart. It was delivered by their own Ekart logistics. Upon delivery, they themselves asked to open the package in front of them to make sure nothing was physically damaged. They didn’t ask to switch it on as if it didn’t, I needed to take that via flipkart or the service Center but they did check for any physical damage which was somewhat assuring. I am also of the opinion that courier guys should stand by for physical check for at least the big ticket items but probably that is too much to ask if the delivery partner is a third party vendor, which here is Delhivery.

Coming to this case, if the package was opened, found a con case, sealed again only to be recorded again; then the OP should have stated this fact upfront in the first post to keep clear of such doubts coming in at a later stage. People will look for and point to inconsistencies arising in the video if the OP wants to table that as an evidence; that is quite obvious. In such a case, the unboxing video is if no use then actually. But I hope this case is investigated fairly to pin the fault exactly where it happened and who committed it. Nobody here wants the innocent to suffer- whoever it is- the OP, logistics partner or the seller.

[Tucker48]

Hey Vikalp,
It takes time for getting refund for a returned product. I'm sure it will take more time for this to be resolved as the company has every right to doubt your claims. They will have to investigate from their end. Moreover your videos (I think) are inadmissible as there are 2 different clips and the second clip doesn't prove anything.
If tatacliq finds out that it's the delivery company who is responsible for that then the delivery company will also investigate on it's own. That means more time. Even months!
Totally unrelated, but let me give you kind of a similar incident which I went through.
Took out 10k from third party ATM, money not dispensed but account debited. When I made that claim after waiting for a week hoping that it would be returned automatically, they say money was dispensed as per the records. I asked for proof and my bank asked for 5k approx as charges. I had done full research on these topics and warned my bank that you've got 1 month to resolve this or you will have to pay Rs100 per day fine. I escalated my complaint as per procedure and around 5-6 months later my account was credited with 26k which included a fine of 16k on the bank.
So take a sigh of relief and have some trust in the system. In the meanwhile highlight the issue wherever it is RELEVANT!

[agelesstravelle]

Originally Posted by Sebring

Why cant the delivery guys stand by, when we open the package and then pay up? Right now Companies like Tata Cliq are doing what suits them best. It's not in my interest as a consumer. BTW, His money is not back with him yet

The delivery guy who delivers the package is the last mile delivery guy. He is usually a third party guy and have no direct employment with Tata Cliq or whatsoever Ecom company. He can do only two things - deliver a package or return with an unopened package - such packages are called refused shipments by logistic companies.

A return of opened package is not in the scope of forward logistics as it is a completely different kind of transaction. These are customer return shipments and they are managed by reverse logistics pick up transactions. Pick up transactions are scheduled based on return policy for the products.

Customer refused shipments and customer return shipments cannot be mixed as they are driven by different policies. Consider a scenario where customer finds the right product in the package and still do not want to accept shipment - this is out of scope of forward logistics and last mile delivery guy has nothing to do with product or Ecom company return policy.

[lone_wanderer01]

Originally Posted by AMG Power

What is a normal reaction when a person realises his ENTIRE lifetime savings has been stolen?

Carry on taking a video as if nothing has happened?

There is not even a shake or change in angle (on receiving a heart shattering shock) in the camera / filming when the old laptop is seen @ 0.19 (it's as if that is what is expected) - the camera is ROCK STEADY ALL ALONG - the OP just reaches for the laptop and puts it out of the box and the video just continues back to the box and the OP is opening the rest of the compartments as if nothing has happened.

This is not a normal human response - how does a person react when he realises he's been pickpocketed or his house has been burgled or his lifetime's savings been stolen? Can the person remain calm and continue taking a video with a rock steady camera?

If the OP had received a "heart shattering" experience as he refers to it this would have not been the way the video would have continued. It points to quite a lot of things that don't seem quite right.

Apart from (1) the break in the video (2) the difference in the position of the sealing tape (3) the time difference of 25 minutes to take still photos (again something that doesn't seem right), the fact that (4) there's absolutely no reaction in the video when one receives a "heart shattering experience" of "one's lifetime savings been stolen", points to the need for further investigations to determine who's at fault.

I Scrolled through multiple pages to see this comment. I was feeling the same way. Just got delivery of an 85k TV from Flipkart on Friday and I was really scared and excited at the same time. The installation guy would not come for another 3 days so I made a video immediately right after it was delivered. I was also scared about the TV being a dud, so I made sure not to open it either and waited patiently for the guy to come.

I know OP doesn't have installation to do, but if I were him, and this happened to me on Monday when the guy came, I sure as hell would have a nervous breakdown or a nuclear meltdown and would not be in the mindset to take a video, let alone have rock steady hands. I sincerely hope OP that you find a resolution if you were indeed scammed, and I'm sorry you had to go through this. Like others have mentioned, the fact that this is 2 separate videos and the fact the you mentioned you work with videos makes the case look weak. You can actually file a complaint with the cyber cell and the local police station since this is of a high value. Hope you find a resolution soon.

[Sran]

Courier weight is volumetric weight not mass. It is calculated by length×breadth×height (in cms.) divided by 4750 or 5000 or 5500 (decided by individual courier comanies). In inch it is l×b×h/ 300 or 305 or 310 (decided by individual courier companies).


This variable is because of mode of transport and transfer time. For faster shipment through air these can drop to 4000 for certain courier companies. There is too much variance in courier charges due to many factors. It will take a long post.

So a 38cms ×30cms ×7.5cms box(I am just assuming, I do not have exact dimensions) will weigh around 1.9 kgs in courier weight.

[Sebring]

Look, we need to address the issue here. Is the system broken? Yes. It is open to manipulation. So the biggies should find a solution around this. Maybe they need to have guys on the rolls to deliver high value packages, I don't now. Right now my trust, as a consumer, is shaken.

Originally Posted by agelesstravelle

The delivery guy who delivers the package is the last mile delivery guy. He is usually a third party guy and have no direct employment with Tata Cliq or whatsoever Ecom company

[tomraven99]

I feel for the OP and it looks from the first video itself that the box is tampered with. However the video cut will be a problem. Should have taken a continuous take.
I mention this because there are buyer scams where the mode of operation is replacing the original with a duplicate and applying for a refund. They mention this type of scam on seller forums.