I AM NOT SURE IF ANY OF THE BIG BAZAAR OFFICIALS WILL TAKE NOTE OF THIS ONE, BUT DEFINITELY THIS WILL REACH THOSE WHO HAVE ALWAYS RATED BIG BAZAAR AS BEING THE BEST FOR YEARS, AND WILL FEEL LET DOWN AT SOME POINT OR OTHER!!!
(This is a mail I sent to the customer care cell @ big bazaar, at 9 AM on 27th May '08).
This is to bring to your notice, my first bad customer experience with Big Bazaar, in over 6 years of association...
We have booked an Air Conditioner (Whirlpool 1.5 tonne) at your Chennai branch, on 24th May (Saturday) vide Cash Memo #. – T38/11745, amount paid in full in advance – Rs. 22, 890/- which was supposed to be inclusive of the price of unit, stabilizer and on-door delivery charges (booked in the name of Mr. P. Vijayaraghavan, my father). The delivery of the unit was promised on Monday (26th May) by Mr. Nagendra who co-ordinated the booking order for us. When the unit was not received on 26th by us till 2000 Hrs, I called him up on his mobile to find out the status. He informed me saying that the unit got delayed in its arrival to the warehouse and that he has despatched it such that it will reach us by 2200 Hrs. Also, when I asked him for a contact number of person delivering it, he promised to get back to me in 15 mins post confirming who out of 3-4 people is carrying my consignment (later I got to know that there are only 2 delivery vans, driven by Mr. Mohammed and Mr. Jana). Please note the time of this mail – those 15 mins are yet to lapse!!!
I tried atleast 20 times to reach him on his mobile at around 2230 Hrs and he was unprofessional enough either not to pick it up or disconnect the call. We stay in a flat and the main gate is locked post a particular time. I was trying to zero in on the exact time only to ensure that the gate remains open. Then, I contacted the customer care number mentioned on the receipt and got Mr. Vishwanath’s mobile number. He promised a status update which he provided in 15 mins – that the AC hasn’t been despatched at all & that it will reach us today (27th May) by 1200 Hrs noon!!!
I have always preferred Big Bazaar over other such brands because of the robust customer care structure and the sense of dependability that they create about themselves. This is the first time though, that I chose Big Bazaar in Chennai, I met with the pathetic experience, where this employee of yours (Mr. Nagendra) showed absolutely no value for customer’s time!!!
The reason I am taking all this pain to get this unpleasant incident to your notice is possibly because my expectations from Big Bazaar have been set very high by other Big Bazaar branches, like millions of other customers. Unfortunately, there is no consistency in your services or should I say, one such customer-oblivion character if left unnoticed, can create such an image of even the best retail brand in the country. Customer service is all about valuing customer’s time and that was precisely what was missing in Nagendra’s attitude towards customers.
This may please be treated as an official customer-complaint and some action be taken to ensure such casual attitudes are nipped right in the bud.
PLEASE NOTE – I am still awaiting (rescheduled) delivery of the AC & its installation which was originally promised before 1800 hrs this evening (27th May).
IF ALL OF THOSE READING THIS MAIL, THOUGHT THAT THIS WAS AN ISOLATED INSTANCE, PLEASE CHECK OUT FOR OTHER COMPLAINTS IN THIS FORUM!!! THERE ARE MORE COMPLAINTS IN THIS FORUM THAN THE NUMBER OF PRODUCTS BIG BAZAAR WERE TO OFFER :-)!!!
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