I had to buy a 1994 published book for a friend who is writing his PHD thesis which I couldn’t find at my local stores. The reason I had to buy it for him was because my friend is in a remote place in Himachal and doesn’t use a credit card. He was coming to Delhi to meet his Guide and pick the book from me. He searched it on Rediff Books and found it ‘available’ there. He then forwarded the link to me.
I called Rediff Books on their Mumbai number (not toll free) and asked if it is available since a lot of stores said that this book is out of print. They said patronizingly, “Of course it is available otherwise it wouldn’t show online.”
So I made the credit card payment and they sent me a confirmation email with the contact address of the vendor who will be dispatching it. I communicate this to my friend who is happy that he can use this book for his thesis.
One week on, I track the order online since my friend is getting impatient and get the answer, ‘pending’. A day later, I get an email saying that your order has been canceled. The funny part is the reason given – Canceled. So I log in and check status of my order and it says, ‘pending’. Meanwhile my friend has left for Delhi to meet his Guide.
I call again sensing something is wrong and I am told that the order is canceled because the book is not in stock. I am like, ‘I knew it! But you guys insisted that the book is available.’ I ask them what now and the customer care executive says that you will get the refund. They have ‘initiated’ the process. It should be back in my account within a week.
Two weeks down the line I call them again inquiring about my refund. And I am told to write an email since they are the buying department! I ask them if I can have a phone number of customer complain department and I am refused that email is the only way.
So I am left with no choice but to write email to a nameless person. It guarantees that I will get a ticket number and a response in 24-48 hours.
72 hours gone and I am still waiting.
So time to check out Reliance Money Mall! 
This the way how companies make so called ”net-profit”.
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