Xiaomi is a very popular brand in India for smartphones and gadgets. The major thing that people look towards companies like Mi is a good after sales service. I just wanted to share an experience with Xiaomi after buying their “Mi crewneck t-shirt” from the Mi app recently. This Xiaomi customer service review cant be generalized for all products, but I just wanted to share the hassles involved in replacing a product which they promise in their terms and conditions.

Worst after sales service ?

I  recently bought Mi Crewneck T-shirt from buy.mi.com India website with size medium. The order placement was quite convenient and I have got the item delivered on the next working day. I was very confused between size M and L since some t-shirt with size M will suite perfectly on me while some other brand t-shirts require and L to fit on me. So I made sure that there is replacement for products for size related issues. The below screen shot makes it clear that they provide replacement for the t-shirt. Read Xiaomi replacement policy.

For Mi Crewneck T-Shirt – Our 10-day replacement policy gives you an option to replace Mi Crewneck T-Shirt purchased on Mi Store (all platforms) for any size related issue or manufacturing defects within 10 days of receipt of the item. The item to be replaced must be unused and in their original condition with all original tags. We only ask that you don’t use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition.

I have tried the t-shirt and found it is not fit and I needed a size L. As per the website, I called their customer care and requested for a replacement. I have to say their customer care executives who pick up calls at 1800 103 6286 are worst. They have argued me so much and said that their is no replacement for size. I insisted and finally they have accepted to place replacement request.

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Within two days, their courier person collected the item from me and delivered the replaced t-shirt on the next day. This time I have got even disappointed with their carelessness. They have again shipped the t-shirt with same size!!.

Can you believe it?. I called  their customer care again and asked for a replacement. This time the guy who picked up the call behaved very arrogantly and said that there is no replacement. He even said that there is no such policy to replace items for size related issues.

When I insisted, he asked me to send a email to [email protected] with the screenshots of the concerned policy. I did that on the same day.Follwing are the screenshots of the emails that I have sent them.

emails to xiaomi no reply



Now its is almost one week after that and I haven’t got any reply to my email. For me this seems to be a classic example of cheating people. Xiaomi really needs to work on their customer service if they have to continue with good reputation.

UPDATE: A week after continuous emails and calls, Xiaomi finally replaced the item with the size I wanted. But my recommendation is not to buy anything from Mi that requires a size change like clothes. The problem is that they dont have an established delivery and pickup system like other eCommerce websites like amazon or flipkart. Most of the times they fail to co-ordinate with the warehouse employees to give a proper customer experience.

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