Sweet gesture or publicity stunt?

About 2 weeks back, Laxminarayan Krishnamurthy received a package from Snapdeal. He was shocked to find that, instead of containing the Samsung Core 2 Duos smartphone ordered and paid for by him, the package contained a bar of Vim soap and a brick! He described this on Facebook on October 24, 2014, stating, “Beware of Snapdeal guys!! It’s a fraudulent e-retail company. We have lost our money and there’s been no response from Snapdeal whatsoever.” On October 28, he commented, “Snapdeal has finally promised to return the money within 5-6 working days!!”

On November 3, 2014, Firstpost reported that Hindustan Unilever Limited sent Laxminarayan Krishnamurthy a Samsung Core 2 Duos phone with a letter that read:
“The pictures you posted online show that our brand was used in this incident. Vim is one of our iconic brands with some great consumer franchise. We felt bad about it, not to mention what you went through. Here is a small gesture from our side to cheer you up.”

Opinion is divided about Hindustan Unilever Limited’s action. While some people agree that it’s a sweet gesture, others dismissed it as a publicity stunt.

What do you think?

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13 thoughts on “Sweet gesture or publicity stunt?

  1. A brick! I have my misgivings about the overdose of promos from e-retailers. There are more instances of “well known” online stores not even sending an acknowledgment for an order placed, leaving the buyer with no way to follow up with them thanks to their “purchase as a guest” feature.

    Arrgh. Nothing like the fun of chatting up a shopwallah and getting stuff. If only it weren’t for the discount overdose online!

  2. Sending a soap is bad enough but why a brick.
    What is Snapdeal’s response?
    They need to be hauled up notwithstanding what HUL has done.

  3. Pingback: Handling customer grievances | Proactive Indian

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