Dear Sir,
This is to bring to very kind notice the level of service and extent of cheating happening at Pantaloon stores.
I had bought a pair of sunglasses of the brand IDEE (ITEM CODE-205000001885688) of Rs 1280 vide bill no. T13/13923 on 27.02.2009 (Bill Timing 21:32:31) from the Pantaloon store in Treasure Island mall in Indore.
The following were the issues with goggles within 6 months.
1. The glaze paint finish on the ear handles started wearing off like dead skin after about 6 months.
2. The lower end of the frame falling near the left cheek developed a crackish look after about 7months of purchase
3. Within 9 months of purchase, the frame, near the crackish look broke.
I approached the category team Lead, Mithun, he asked me for the bill and assured that the same will be replaced if appropriate bill against the purchase of the same is presented. At first I could find the same at my place. I finally found the bill and returned back to the store team on 08.01. well within 1 year's guarantee period in case of irreparable damage. The same was received with original bill by Mr Shishupal Rajput, against Alteration Memo No. 12020 dated 08.01.2010 with the commitment of getting the same replaced within 15 days since it was an irreparable manufacturing defect.
After 1 month of continuous follow up with the concerned sales person after the completion of 15days, I was told that they need the model no. of the goggles. Now since the glaze paint finish had got worn out, hence the model no. also got erased. After rigorous follow up for continuously for another 15 days, I was told that the pair of goggles presented does not match with the Itam Code on the Invoice. After insisting on speaking to the Floor Manager, Mr Gaurav, I was made to speak to him after quite a few calls. Mr Gaurav (Cell No 09752844957). When he colud not resolve the issue, I insisted on speaking to the store Manager who was Mr Deepesh (Cell No 9302775804). Mr Deepesh's hole and sole solution to the grievance that was registered was to APPROACH THE SERVICE CENTRE and that they are not responsible for the same and the warranty period has now lapsed!!!
Now my point is
1. Why should a customer go through all this rigorous process of getting a simple grievance resolved??
2. Why is a customer given so many lame excuses if the store management team does not want to replace the defective product??
3. Why is the customer asked to approach the service for a pair of goggles when the store management is in reality reluctant to change the product??
4. WHY DOES FUTURE GROUP SELL SUCH LOW QUALITY PRODUCT AND LATER FALLS SHORT ON THE COMMITMENT LEVEL IN CASE OF QUALITY ISSUES???
5. WHY CAN'T EMPLOYEES OF FUTURE GROUP DELIVER THE LEVEL OF COMMITMENT AS VISIONED BY MR BIYANI??
Also to bring to your notice, I have stopped visiting your store and have made sure to stop all my family members, friends, relatives and acquaintances who also used to frequent your store.
Request you to resolve this issue. This is pending for ten months now!!!
PS: the aforementioned adduced facts and point of contention can be checked, on the number of calls received and registered from my mobile number as mentioned in the signature, at your customer grievance call centre. When nothing was done, I sent a mail complaining on the same on 6th Oct to their mail ID [email protected] as given by the Customer Service desk.
Request you to take strict action against such cases of cheating in the name of Guarantee and then harassing customers. I hereby claim Rs 50000 for undergoing physical stress in going to the store at least 7-8 times and for the time of follw up on phone calls I had to do.
Please HELP.
Regards,
Desai Chetan M.
(91) 97277 11667
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