I wanted to share my recent experience with Eureka Forbes and get advice on what my next step should be.
On 15 July, I ordered:
- Forbes SmartClean PRO S2
- Forbes Swift Clean Vacuum Cleaner
The sales representative assured me that billing would happen immediately and the products would be delivered on 16th or 17th July.
When nothing arrived, I contacted him on the 17th. He said there was a software issue preventing orders from being processed. It didn't sound convincing, so I asked for his manager's number.
The manager gave a completely different explanation, saying there was a warehouse issue and promised delivery by Monday (20th July). When I asked why I hadn't received an invoice, he said it would come with the product.
On Monday, there was still no invoice or tracking details. The manager then claimed the order had already been shipped and would be delivered by 4 PM or Tuesday morning. When I asked for the tracking number, he said it was "confidential." I've never heard of shipment tracking being confidential.
On Tuesday, the manager stopped answering my calls. Later, an unknown person called claiming to be the delivery executive and promised delivery by 8 PM but couldn't provide any tracking information. Unsurprisingly, no delivery happened.
Finally, on Wednesday, I contacted Eureka Forbes customer care. Only after escalating did they generate an invoice.
To my surprise, the invoice was for a Forbes Jazz vacuum cleaner instead of the Swift Clean model that I had ordered.
When I questioned the salesperson:
- First, he admitted it was billed incorrectly and asked me to accept it, offering some freebies.
- Later, he changed his version and said the company had instructed them to replace all Swift Clean orders with the Jazz model because the Swift Clean was unavailable across India.
I repeatedly asked them to cancel my order, but they have refused.
At this point, I feel I've been given different explanations at every stage:
- Software issue
- Warehouse issue
- Product already shipped
- Tracking is confidential
- Wrong billing by mistake
- Company-wide replacement policy
Has anyone experienced something similar with Eureka Forbes Offline Purchase?
What would you do in this situation? Is filing a complaint with the Consumer Commission enough, or should I also report the matter through the Cyber Crime Helpline (1930) if I believe I was intentionally misled throughout the purchase process?
Any suggestions or similar experiences would be appreciated.