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Logistics Are Holding India’s E-Commerce Companies Back

E-tail is hugely promising for Amazon and Snapdeal in India—but it often doesn’t deliver
Logistics Are Holding India???s E-Commerce Companies Back
Photograph by Petro Perutsky/Alamy

Laxminarayan Krishnamurthy figured a Samsung Galaxy Core 2 smartphone would make a perfect gift for his wife. So he ordered one from New Delhi-based e-retailer Snapdeal.com. When the package arrived, it contained a brick and a bar of soap but no phone. When he contacted the company, Krishnamurthy was told the phone was stolen by unscrupulous middlemen transporting the package. So he took his complaints to Facebook.

“Had ordered a samsung mobile through snapdeal and we got a soap bar!!!” Krishnamurthy wrote. “The worst customer service ever received!!! Beware of snapdeal guys!!”