I purchased a refrigerator and an Air-conditioner from the Croma Store in Gurgaon on Monday, 10th May. Whilst the A/c arrived in acceptable condition, the refrigerator was damaged on delivery.
I called the personnel at the store, a day later on Wednesday, 12th May, and demanded an explanation, to which I got an unsatisfactory technical excuse, which tantamount to not accepting responsibility for a manufacturing defect. No Croma personnel called me in the meantime to offer an apology and re-assurance that the product would be delivered soon without a hitch.
I received a replacement refrigerator on Wednesday, which was again damaged. I went to the store and met the store manager, who offered his apology and economic compensation, which I declined. Instead, I acquired the contact details of Avinash Pereira, designated personnel based in Mumbai. I was assured that the product would be checked for defects and delivered to me at the desired time.
Last evening, I reached home well in time to receive the product, which didn't turn up at the time promised. Following this, my wife contacted the store personnel several time, who weren't able to offer a solution, and, after some time, stopped taking our calls. I contacted Avinash, who managed to get the store manager to call me.
What ensued is the most blatant abuse of a consumer's rights to reliable and trustworthy service from an organisation the size and stature of Tata Industries.
During the course of the conversation, the store manager shouted at me with unsavoury expressions such as "Who the hell do you think you are? Have you bought the entire Croma store? " and some more.
I am yet awaiting a resolution to this matter, which I was assured of by Avinash.
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