Kapruka.com
Reviews and Complaints

Kapruka customer care ticket 49612- Order #VLKR6B0C745A
Kapruka customer care ticket 49611- Order #VLKRC16A38FA
Orders place on the 27th of March. Due date 5th April
I called their hotline just to ensure that the deliveries will go through today.
They informed me that non of the orders will be processed
Is this justified!' i'm fuming at their callus attitude

I tried contacting Kapruka as the delivery is 2 days late. The engine number connects to a message that says they are trying to ensure deliveries go out at the earliest. But no one to ask the status

The email message I sent asking for an invoice for my order (VLKRE63EE472) went without a response.

The company was recently raided for selling items at exorbitant prices and the CEO promised to refund customers (like me) who had been ripped off..

How can I take legal action?

Thank you

I ordered two packs of Brittol hand sanitizer from kapruka on the 19th of March, 2020. I paid the due amount of Rs.2620 on the same day. My order number is VCAR2D52A886. However, when I checked the order status two days ago it showed as cancelled. I wasn't informed of this cancellation before and I have already made the payment to Kapruaka. If I won't be receiving the goods, I should be given a full refund of the of the payment I made.

Order number AY0A2BFBE206-
Kapruka delivered a wrong flower bouquet to my mother today. It was ordered by my niece in New Zealand for her grandmother. However, instead of about 20 fresh pink roses they delivered 15 withered red roses and eucalyptus leaves wrapped in an awful plastic paper. It was smelly too. I am shocked at the extremely bad service by Kapruka.

My sister from Australia has paid for the following and got it delivered on 24.11.2019 on my mothers birthday. There was a HIGH SUGAR CONTENT Celebration drink instead of a WINE (as mentioned in your web advertisement) . That advertisement on your website is MISLEADING as it indicates as @ FRUIT AND WINE BASKET'' Please check the meaning of WINE. We are NOT fools to accept whatever you send us. I called your hotline to get a clarification regarding the same and i am very disappointed to say that the customer care officer who answered the call on 24th Sunday at 3 PM was very rude to me. Please train your people to serve customers well.
AWAITING a speedy response. - Mrs Ekanayake

Order #VLKR3262FE65: I ordered a Strawberry Delight Chocolate Gateau (Strawberry Delight Chocolate Gateau-cake00KA00856) and fresh flowers (Single Rose Boxed-flowers00T182) from kapruka.lk for my fiance's birthday. I requested it to be delivered early as possible but was informed that they cannot guarantee a time (which I accepted).

But the cake's icing was melted and the finishing was completely different from the catalogue at the time of delivery (4.00pm).

Flower petals were withered at delivery (4.00pm).

I'm completely dissatisfied to trust kapruka.lk again with an important delivery.

Kapruka website promises delivery within 24 hours for some items. However for one such item I was informed that it can only be delivered after 2 days, and for another I was requested to pay an additional fee of Rs. 750 for guaranteed delivery within 24 hours. So the delivery time provided on the website is deliberately false information. It would be better if more realistic and accurate information is provided upfront, rather than simply providing false information to attract customers.

It was so disgusting service provided by Kapruka this time ... i never expected from Kapruka this kind of service at all.

I have place a order more then 4 days ago to be delivered on 15th of Feb. i have a mentioned a request this item need to be delivered after 3PM only.

But some random message coming from your Admin regarding date only only we can confirm. and we can delivered on same date but time won't be acceptable due to any requested.

I'm trying to contact them through E-mail coz I'm not living in Sri Lanka my phone bill would go more then 100 USD if I call thorough direct line.

Some kapruka staff keep sending me the same message again and again for my every single inquiry what I made. Your guys need to know this is a online business your guys should pay attention to every single mails you received. You can't just copy and past one paragraph to all the customers.

Suddenly 15 th of Feb Early morning kapruka sending me a mail which is? i have order a personal greeting card along with some other products. We don't have enough stock of greeting card what u have order. so we will refund your money with in 5 days 🤦🤦... I replay to kapruka could u please select a different card up to your choice send along with other products. But they fail to do this ! They haven't send alternative card for my order.

Finally your driver call my fiancee to come and collect the delivery from more 500 metre distance.because we cannot come to your door step 🙏🙏 her house is located inna 10 feed long road all the vehicle can travel on the same road. seriously guys this how your guys doing your service ! Absolutely disgusting 😡😡😡

I called the customer service 5 times, to check my order status, proper feedback was not given, they said they would call me back after checking the drivers' location but no one called back, This was my first experience ordering from kapruka and it resulted in horrible service. Santhusha was the sales representative who told that he will update me on the order status, but never did

I am writing today to complain about the poor customer service I received from your company on December 12, 2018 on 12.34p. m. I have called [protected] (Head Office) to confirm my order and I received really impolite respond from the person who have received the call. Since you are taking call records for quality assurance, please look into it.

I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.

I placed an order (grocery items) to deliver to Pannipitiya on 02/12/2018. order no AY2A1A3330CE. This was a gift i wanted to give to my ex employee who came from Hatton and they planned to leave Pannipitiya to go back to Hatton on 03/12/2018 at around 2.00 pm.
They did not deliver on 02/12/18 and the reason kapruka said was" Pannipitiya house phone nobody answered and they didn't deliver."
Mahesha, from Kapruka called and said goods were not delivered and we explained how important it is to deliver at least next day before 2 pm.Mahesha promised they will give priority to this delivery and schedule to deliver in the morning.
Delivery didn't go even by 12 noon and people are waiting to go back to Hatton with this goods.
I called Kapruka 2 times again, Shanaka answered but he couldn't arrange this to deliver in the morning. In the meantime delivery driver called the house and asked can this be delivered after 5.00 pm and they have told we are waiting for this delivery Please come before 2.00 pm
They left Pannipitiya house at 3.30 pm with empty hands, Kapruka delivered the goods around 7.00 pm
I am very disappointed for the poor customer service, i have been using your service for almost 6 years and never happened like this before.

Placed 3 orders with Kapruka
2 of them would not be delivered on time so I requested to cancel the order.
The other was supposed to be delivered on the 25th of Oct 2018. They called the recipient and said that they cant deliver it. When I called Kapruka they said that the order was for the 28th. They changed the date on their side. But didnt deliver on the 28th either
I have been requesting them to refund my money back. But no response.

I received a cake via Kapruka on the 29th of August from an anonymous sender( order number - AM0A0E6A1E04) . I called the Colombo headquarters twice to get details about the sender and they said they cannot provide me any details. They said the details are invisible for them . Then again they said that they can't provide me the details because the sender has requested to not give his details away. Customer care at Kapruka couldn't even tell me from where the order was sent whether it was from Srilanka or overseas. I need to know who the sender was. The order number for the cake is AM0A0E6A1E04

I had ordered a cake for my father's birthday from your website with the order number VEXT772EA851. The cake was a coffee cake from FAB. I had ordered this previously last year and there was no problem.
This time the cake delivered was stale and old and uneatable. My father was so disappointed with the cake and it was a total waste of money. My father complained to your office the same day but no action was taken and the issue was ignored.
I then emailed Kapruka but still nothing was done and acknowledged.
I am so disappointed in your service. When customers make a complain at least it should be looked into and acknowledged.

Thanks for your order, k s jayasooriya.

Your order was successfully received for US$64.94.

You will see 'KAPRUKA.com LLC' on your card statement for this charge.

Your Order Reference Number is :AL3AF7D4B02E

You may check the current status of your order by going to https://www.kapruka.com/contactUs/orderStatus.jsp
or by going to 'www.kapruka.com' and using 'Order Status' tab.

Remember, we are here to help, so if you have any questions, please e-mail us at [protected]@kapruka.com

Thank you for shopping at Kapruka (www.kapruka.com).

Kapruka Pvt Ltd - www.kapruka.com - Bringing Sri Lanka one step closer to you.
Lexington, KY
USA.

This is the email Kapruka send me but until today 11/04/18 they not contact me until I'm asking them wen they going to delivery the told they can't do that address. now I got big problem. This is bad I'm really disappointed
Thank you
My number [protected] Kasun

I made the above order for one of my friends birthday and it is a birthday cake. Order supposed to deliver today the 9 th March. But as I didn't receive the delivery email I called the customer service and they told me the order can't deliver today due to the curfew in Kandy. But the destination is Matale and after my telephone call, they changed the delivery date to 12 th on their own will without informing me. This is highly unprofessional and unsatisfied.If there is an inability you should inform me before I asked. Please try to deliver my order as soon as possible once the curfew withdraw.

I made the above order on 22nd of November, nearly 3 weeks before the delivery date. I gave special instructions to deliver it before 12 noon. They have delivered a half melted cake at 9.00 pm. I inquired about it and so far no one has contacted me. It has been one week and I'm so frustrated with these liers. Im so annoyed because they sent that melted cake for my mom.
And this company doesn't even apologies to its customers . Worst customer experience ever. This company doesn't understand that they dealing with human emotions.

I placed a vegetarian food delivery order - lunch for my friend who is ill to be delivered on the 11th of august, 2017. The order was placed with all requested details including my friend's mobile number for contact. It was placed on the day before, which was the 10th of august, 2017.

On the morning of the 11th of august, I receive an e-mail requesting further information as my friend was not answering her mobile phone. I live in cairo and we are 3 1/2 hours behind colombo time. It is lunch time in colombo and I then tried to call all possible numbers given for kapruka.com in colombo including the [protected] which was not toll-free from cairo. Surprise! No one answered the phone lines. Firstly, the hotline number given is missing a digit (+[protected]). Secondly, when I added the 271 to the number it went straight to a fax machine. Needless to say, I am giving my friend all the contact numbers and she is also trying to contact the kapruka offices and receiving no answer. This is ridiculous. This was the first time I had used kapruka services for any purpose and most definitely will be the last. I have no reservation in warning anyone who is looking to make orders such as mine, do not use this company's services. They claim that we can track the delivery status of our order. However, when you enter your order number an automatic answer pops our to say the page will be updated withing 2 days of order being delivered. This is laughable. It is a good service for sri lankans who believe that it is a service; but for us who have experienced the world's standard, this is very very poor and tricking the customer.

Finally, I was able to contact the kapruka branch at their mall outlet at liberty plaza and inquire about my order. All they could say was that they will contact the hotline and ask them to call me. No one has ever tried to contact me, it is 11:15am cairo time and 3:00pm colombo.

My friend was able to contact kapruka and track the order status and was told that her lunch will be delivered at dinner time!

I truly hope that this poor lady who is ill and needed some attention will receive her lunch at dinner time.

Through all of this kapruka have been quick to clear my credit card of the funds. Delivering a service they claim to be excellent is a false claim. A carefully selected list of reviews that have been posted on their site must not be considered by one when making an order. I will never use their services again.

Dear Sir,

My name is Dr. Indrapriya Kularatne, and living in Auckland New Zealand. I am a very unhappy and disappointed customer of Kapruka.com. Therefore, I am making this complaint to focus your attention on the poor service and bad customer experience that I got from your organisation in this week.
I am a proud Sri Lankan living in overseas and always trying to buy and use Sri Lankan products and services as far as possible. That is why I used Kapruka.com to deliver some gift items to Sri Lanka. I humbly request you to read my complaint and make sure that this will not happen to any of your future customers.

I had placed an online order (AX0AFCB5007C) from New Zealand for sending five items (two cakes, a ladies watch, a hamper and an ornamental clock) worth NZ$526.94 on 23rd of July (Sunday). Just after the placement of this order I have received a confirmation email from Kapruka (please refer to email 1). My Credit Card statement clearly showed that www.lanka.Us-Kapruka has got money from my Credit Card on 23rd (Sunday) July. The delivery date was 27th July (Thursday), to Boralasgamuwa. This whole order was for my daughter’s party on 28th July (Friday).

On 27th (Thursday) July at 6 PM, New Zealand time, that is 11 AM (Sri Lanka time), I got an email (please refer email 2) saying that Kapruka cannot proceed with my order without discussing few points with me and they wanted me to call them. This email says “last minute order” and I cannot understand how an order made five days before the delivery date was referred to as a last minute order. Please note that this is 27th Thursday, and this is the time that I expected my delivery at Boralasgamuwa. This clearly showed that your staff had not processed my delivery beforehand. Then, I tried more than 20 times to reach Kapruka through +[protected], but no luck to busy lines.

Then, I informed this situation to my wife (Dr. Anusha Maraweera, now in Sri Lanka), and she managed to contact Kapruka with great a difficulty. The response she got was “there was transaction error and Mr Kularatne must call Kapruka”. However, after 2 hours Mr. Hakeem from Kapruka called me. I asked him what was the problem but he didn’t give me a clear answer. He just wanted to know the last four digits of my credit card which for me was a very procedural and would have done it before (not on the delivery day). He told me that they cannot deliver my gifts on Thursday, but he promised me to deliver the goods on Friday morning. I told Mr. Hakeem the requirement of reaching these goods to Boralasgamuwa at least on Friday morning. Dear Sir, I would like to reiterate that my package is still 24 hours late from the expected delivery time. I hope you can understand that I was desperately expecting these goods to be delivered at least during the function (on Friday morning). I have ordered two cakes (nearly 10 lbs) to serve the invitees and rest of the gifts to surprise my daughter.

As a member of Kapruka, I think you will be ashamed to hear that my daughter received all her gifts after 7 PM on 28th Friday. This is more than one and half days after the expected delivery time. At that time all invitees, relatives and friends were gone. There was no one to serve the cakes. My wife continuously called Kapruka to know what time the delivery and then it was no more a surprise to my daughter. Sorry to tell you Mr. Herath that the total delivery worth of NZ$ 526 through Kapruka was useless and waste of my time and money.

As a customer service person I’m sure that you will consider this complaint seriously. I hope this complaint will not be another complaint for you to sweep under the carpet.

I strongly believe that I have wasted my money and time through sending a gift to my beloved daughter through Kapruka. I am eagerly looking forward to hear your reply.

With best regards,

Dr. Indrapriya Kularatne
Auckland
New Zealand.

Annexes
Email 1
On Sunday, 23 July 2017 1:51 PM, Kapruka.com (Pvt) Ltd. wrote:

Thanks for your order, K I KULARATNE.

Your order was successfully received for US$380.00.

You will see 'KAPRUKA.COM LLC' on your card statement for this charge.

Your Order Reference Number is :AX0AFCB5007C

You may check the current status of your order by going to https://www.kapruka.com/contactUs/orderStatus.jsp
or by going to 'www.kapruka.com' and using 'Order Status' tab.

Remember, we are here to help, so if you have any questions, please e-mail us at [protected]@kapruka.com

Thank you for shopping at Kapruka (www.kapruka.com).

Kapruka Pvt Ltd - www.kapruka.com - Bringing Sri Lanka one step closer to you.
Lexington, KY
USA.
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Email 2

On Thu, 27 Jul 2017 at 6:00 PM, Kapruka.com (Pvt) Ltd.
wrote:
Dear K I Kularatne,

We are having a difficulty in delivering your Kapruka gift order (AX0AFCB5007C).

We have tried to contact you about your last minute placed Kapruka order. We may not be able to proceed with your order without discussing a few options. Please call the Kapruka colombo office at +[protected].

We look forward to completing your order.

We are dedicated to provide you with excellent customer service. If you have any questions or concerns please contact one of our office locations.

Thank You.
www.kapruka.com - Kapruka (Pvt) Ltd.
Colombo Office - Phone: +[protected] / Fax: +[protected]
--------------------------------------------------------------
Kapruka - Bringing Sri Lanka one step closer to you

--------------------------------------------------------------------------------------------------------------

My reply
On Thursday, 27 July 2017 6:39 PM, Indrapriya Kularatne wrote:

Hi

I tried to reach you through the number you have given. But I cannot contact you. Can you please ring me or let me know the problem you have with my order.

Regards

Kularatne
Sent from Yahoo Mail on Android

I sent a cake for an anniversary, in my order I mentioned to call before delivery... they only called the recipient while standing in front of their door when they realized they r not there and asked to give the order to any neighbor as they cannot come back for delivery... or they can deliver it the next day... I was calling them on an international line and every time I tell my order number they put me on hold... didn't want to tell that they delivered to the neighbor...
very poor customer service not organized at all... I don't think there's enough workers there when I call a different number the same person answers and says it was not him... want an excellent conversation