‘Customer satisfaction is a challenge’

Manoj Chandra, Founder & CEO, AllSchoolStuff.com

Manoj Chandra, Founder & CEO, AllSchoolStuff.com

15 FEBRUARY 2012, Wednesday

Now, parents need not worry. There is a website which takes care of your child’s needs right from the beginning. SANGEETA YADAV speaks to Manoj Chandra, Founder & CEO, AllSchoolStuff.com to know more about his initiative et al
  • Tell us about AllSchoolStuff.com.

AllSchoolStuff.com is India’s first online store for school and learning needs. It provides one stop shop solution to parents and teachers looking for pre-school products like educational toys, activity sets, flash cards, picture books and puzzles. For school children, there are books, stationery, art and craft materials, school bags, uniform, shoes, sports items, music instruments, exam guides, science kits.

  • What are its features?

The products are categorised according to age, class, subject or activity, making it easy for parents to browse through the large catalogue that offers more than 20,000 items.

  • How did the website come about?

The idea came while I was working with Bata where I noticed that parents coming to purchase shoes would often crib about not being able to find a particular book or a science or sports kit in their vicinity. This problem becomes grave in small towns where several items are not readily available.

  • What’s the most challenging part of having a portal?

Since the portal is open 365 days, the challenge is to give the customer the same experience that he enjoys in a physical store with the additional e-commerce advantages.

  • What is your take on e-commerce and digital retailing?

E-commerce is a large business in India and consumers are now buying several products online. It has even reached small cities and towns.

For a retail company, it makes sense to invest in this business by reaching out to millions of consumers at the click of a button.

  • Tell us about your delivery service.

We ship anywhere in India. Our standard shipping time is five to seven days across India. We do not ship or deliver on Sundays and National Holidays. Currently, we offer free shipping on all orders above Rs 250 and also offer cash on delivery service on all orders above Rs 500.

  • What is your policy in case the customers are not satisfied?

We have a robust customer service department to take care of our customer’s needs. Customers are kept updated about the status of their orders over the email and SMS. In case of any concern, our customer service team is available to help them.

  • Tell us about the cancellation policy.

Orders cancelled before the shipping are eligible for 100 per cent acceptance policy. If shipping is in progress, a 10 per cent restocking fee may be applicable. If the shipment has already reached the destination, the item should be returned in order to process cancellations and one way shipping charges will have to be borne by the customer.

  • What’s the exchange policy?

If defective products are shipped, customers only have to visit the website and get a return authorisation number. We pay the shipping or courier charges. If the product is presented for exchange, it will be replaced. We have a seven-day exchange policy.

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