Product quality and customer satisfaction

What I observed for ShopClues:
1) ShoClues Says: At ShopClues.com, we believe that customer satisfaction is key; therefore we stand behind all products bought at our site.

Reality: At ShopClues.com, they believe that Merchant satisfaction is key. No matter what quality of product they are providing with false description and pictures.

2) ShopClues Says: If you receive a product which is not as per the specifications ordered by you i.e. Wrong Size, Wrong Color, Wrong Quantity, Defective,Damaged, Or Significantly different from the description given by the merchant You are completely protected. ShopClues offers a 10 day return guarantee for all such items.

Reality: ShopClues only care about defective or damaged product. No Quality concern will entertain by them. They are not at all interested in Product quality not even when new product posting on site by any merchant and while shipping the product(However customer can see a breadcrumb progress bar for quality check in shipping details) and not even when customer is complaining about product quality.
Customer should supposed to send return request only with Damaged or Defective tag. No quality tag consider as return request.

3) As per ShopClues, a customer can buy anything(Even any costly item) with good faith of customer satisfaction.

Reality: Customer should not buy anything more than 500 rs from ShopClues to minimize customer risk. Because there is no control from ShopClues side to Merchant. It’s totally Merchant wish to provide good service or not.

4) ShopClues says about shipping time for most of the items: Usually dispatch in 2-4 days

Reality: Most of the time it goes 7-10 days and can be more than that. Sometimes after 15 days, i received communication from Merchant saying that your order is approved for reverse pickup due to out of stock issue but how can it they are saying after 15 days and why the product is still showing in site for fresh purchasing. Who is responsible for customer satisfaction and time invested in this kind of mess-ups.
It’s a complete failure of quality team of ShopClues(If exist).

Also a huge gap in what customer executive says on call and what status you got on site and what communication customer receive on mail or SMS. (Lack of transparency).

Still thinking what else I can add about customer satisfaction……… Not sure if ShopClues really want to take action on customer feedback. Because I filled feedback form several times but no improvement in customer satisfaction side.

Thanks,
Lokesh Kankar