Aarong, one of the most popular fashion and lifestyle brands in Bangladesh, is now facing numerous allegations against its own online shop.
Those abundant amount of allegations are mostly- not delivering on time, cancellations of order without any notification which goes against the customer care services for one of the country’s best sales centre.
During this lockdown, email is the only medium that can help people to do their Eid shopping without visiting the outlets. And that’s seemingly becoming more dangerous. Along with the product order the payment had been deducted even though the delivery did not arrive even after a month. Aarong’s only communication medium with the buyers is through e-mail.
The authorities have been contacted through e-mail but there were no response like a cheating lovers silent treatment. Not only these but also complaint was posted on the facebook page but there was no response as well.
And more contact to the customer care resulting in harassment. The Business Post reached with some proofs that are posing as the truth behind the allegations. An Assistant Secretary for Public Administration Nawrin Haque, who is angered by the Aarong online sevices, said: “She ordered clothes for her children through Aarong’s online services on 21st April and on 22nd April, the payment for the ordered items had been deducted”.
One month is almost over but they have not received any delivery of the product. The order remained pending for two whole weeks after placing the order. Later, Nawrin said: “My two consecutive orders were cancelled. My order IDs are 10011584 and 10011585. The money was deducted from my bank account as soon as the order was placed. I even have sent e-mails many times since the product was not delivered at preset day and there was no reply. When I checked the updates by using the Aarong app, I discovered that they had cancelled my order without any notification.It is no way desirable such immature response from such renowned Fashion House”.
A private service company’s manager, Aminul Islam, expressed his stored frustrations and told the Business Post: his child’s birthday is on 17th May. He thought that it was convenient for him if he ordered online for his child during this corona outbreak. As Mr. Islam described, “Soon after Fajr prayer, I ordered six items online and my ID is 100128043. My confirmation messege also came through and it said it would take three to four days take to deliver. After some days, when there was no delivery, I called to the Aarong Customer Care on 13th May. Customer Care’s reply was that it is being processed and I will receive the delivery within seven days. Then again, it may take time to be delivered. At one point the service center said that you can cancel the order if you like. I felt bad thinking how can such an organization give out a reply like that to its valued customer. Later I asked the desk again, About when I would get my items delivered? And the reply was, ‘Please call again to know for more update’ ”. He had to wait for fifteen minutes to get a chance to talk to the authorities and they were telling him to call again.And lastly Aaorng desk said: It is their system. Later that night he saw that his order had been cancelled.
Principal Officer of Sonali Bank, Samiul Islam, said: “On 8th May , I ordered four dresses for my children and the ID was 1001263. Without any notice, my order got cancelled.
Afsana Begum ordered clothes for the sister’s new born baby from Japan. Her order ID was 100126. She placed her order on the same day as Mr. Samiul Islam. On Aarong’s app, he saw that his order was cancelled. He said that Aarong’s online service is very bad and it needs to be improved.
Another buyer named Jarin Tasnim, said: “ I ordered some products online on 7th may through bKash payments. But today, it’s May 15, and I still have not received my desired ordered products yet”. Although the buyers have trying to reach Aarong authorities more than once about the complaints and the authorities are simply not to be reached for comment.
Regarding this issue Mr Tanvir head of e commerce said, "We are currently facing a very high volume of traffic and orders to our website since the shutdown, and many customers may have faced difficulty when placing or receiving their orders. We are extremely apologetic if any of our customers have faced these issues. We are doing our best to deliver all orders made before May 16th by May 23rd. Given the restrictions and safety measures required to keep our staff and partners safe, in some cases we have been unable to meet our delivery commitment or have had to cancel your order. Customers calling our hotline are currently facing long wait times. We are trying our best to return any dropped calls. We encourage customers to email us at customerservice.aarong@brac.net and we will revert back within 48 hours."
