Contrary to company’s claim of making shopping funny and entertaining, consumer complaints suggest it is actually frustrating. However, timtara claimed that due to a spike in the orders resulting into three times growth in number of transactions, there could be some delays

E-commerce and group buying websites are the latest choice of private equity players and venture capitalists. But things are not so rosy for the customers. timtara, an online retail buying website offering huge discounts mainly on electronic items, has a large list of dissatisfied customers. Contrary to company’s claim of making shopping funny and entertaining, many consumer complaints suggest it is actually frustrating. However, the company believes that the growth in the number of transactions is the cause of such complaints.

The Internet is flooded with complaints against the online shopping portal regarding non-delivery of shipments or delayed deliveries. It also suggests non-responsive attitude of the company against the complaints.

Take the case of Mahesh (name changed). Considering the great discounts timtara is offering, he decided to buy a camera. On 6th March, he ordered it after making payment through his credit card. Despite company’s claim to deliver the product in six to ten days, Mahesh had to wait for the shipment even after 20 days.  

“Their customer service phone lines do not work. If we send them mails, half of them go unnoticed. For the remaining ones, they come back with standard greeting message and false commitment on delivering it in the next 3-4 days,” he told Moneylife.

Moneylife took interest in Mahesh’s case and e-mailed his complaint to the company. timtara replied, “The order is in process and the same will be delivered to the customer in 3-4 working days.”

Mahesh’s is not an isolated case. There several similar complaints posted on the Internet. In fact even on company’s Facebook page, where various discounts are displayed, there were many complaints (Timtara page is no more on Facebook). Ironically the company claims to be rated as the “No.1 online shopping website in India” by Dataquest Magazine Research.

“One month pass(ed) but still (there is) no delivery. No reply to my 35 emails and phone support is very bad. Lost (my) money,” reads one complaint on timtara’s Facebook page.

Another review on website mouthshut.com reads as, “This was my first experience with timtara.com when I ordered a cellphone on 12 March 2012. Till date (29 March 2012) the status on website shows ‘Awaiting Shipment’. I wasted hours trying to reach them on the customer care number mentioned on the website but either it comes busy or it keeps ringing and no one answers. I filed a complaint regarding the same on the website but have not heard from them so far. It’s really annoying and frustrating to see that they still send me their promotional mails with false promises regarding delivery.” (http://www.mouthshut.com/review/Timtara-com-review-qmopmsmtuq#)
In an e-mail reply to Moneylife, timtara said, “timtara is in operation since the last 18 months and we have been growing 50% on month-on-month basis. Additionally within the last quarter we have seen spike in the orders resulting into three times growth in number of transactions. Due to some rush, there could be a chance that some of the customers might not have been addressed. For these customers, we take corrective measures immediately by reaching out to them and ensuring speedy delivery.”

However, it did not reply to the query on complaints stating that company’s call centre does not reply and e-mails get auto response. It said that, “Regarding your query for registering complaints—we have provided an email id i.e. [email protected] to all the customers for giving any query/complaint. Furthermore customers can also write directly to our CCO (Chief Customer Officer).”

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