Please note the following business detail against whom this complaint is made:
> Business : Fi
> Address : Fi, City Centre, Shop # 10, Phase I, Salt Lake,
> City : Kolkata
> State : West Bengal
> Zip : 700064
> Phone : [protected]
> Complaint:
I bought a slawar suit in October 2007 from:
> Fi
> City Centre
> Shop #10, Phase 1,
> Salt Lake
> Bidhan Nagar
> Kolkata - 700064
> Phone:[protected]
We paid Rs 2099/- and the product was defective, the defect was in the bottom of the back slit, since the suit was bought on the ocassion of durga puja the defect was noticed about 2 weeks later when I wore it, immediately I took the item to "Fi", who kept the product and promised to fix the defect, after two reminders and nearly 20 days we got the product back only to find that nothing has been done to fix the defect. Again, we took the item to the shop who kept the item and promised to fix it, after nearly a month the product was aparently ready. To our horror when we went to pick up the item nothing has been fixed again! It became all too aparent that the shop was playing a time game without any intention to fix the same or offer a refund, on confronting the shop personnel they agreed to give us a replacement, however we had to wait for a week and return again as the shop did not have a tag for the item also they tried to squeeze us out by saying that we only paid Rs 1999/- for the item intead of Rs 2099/- and approached the whole issue with a matter of fact attitude. Thankfully we had the credit card statement which proved the amount charged by Fi and we returned to the shop to produce the same, they had to accept the same.
However there were no item to pick for a similar range and they did not agree to even refund the difference if we chose a cheaper product, not left with any choice when we chose a product which was Rs 400 more that that initial purchase, they refused even a 1 paisa discount saying that they cannot help it. It took us five trips to the shop ..petrol, parking and most importantly time to get one purchase sorted and the shop is acting like a bully.
If I am not mistaken- retail outlets are obliged to refund money in the event a product is defective which Fi is not willing, it is even unwilling to offer any discounts etc. to compensate the customer for an exchange. It has been three months since we bought the product and no solution seems to surface and looks like giving in to demand of rogue retailers in India as the practice has been for ages. We have later been issued with a credit note by nothing at all to compensate or provide good customer service.
> Consequences : Financial loss, travelling to and fro the shop 5 times, petrol, parking and most importantly time
Please note that we have sent this complaint earlier to the Govt. of India's core complaint team [Re: ID No 24125 (Ref no. Core S8/02/5764 )] and Fi has been asked to reply and sort the issue amicably, to this they have replied that we have taken a used item for alteration to them and because we were not satisfied they have offered a replacement by issuing a credit note as a offer of good customer service.
Core complaint asked us to get in touch with consumer forum to file a suit against Fi, hence we are forwarding this complaint to you. Please note that I am unhappy with the reply as the same does not address the core issue - defective product, misrepresentation, denying rights & horrible service (including staff attitude).
I agree to the statement made by them that I took back the suit after wearing it, that is because it was after I wore it other people noticed the defect which was prominent at the back (bottom) of the top in the slit. Also, very smartly they have tried to term the same in their reply as "alteration" - it was "amending the defect" as alternation is done before you wear a product to make it suitable for you to wear the same. They are contradicting themselves by saying the product was used and then claiming that it was given to them for alteration.
Also, am unhappy with the reply as is does not acknowledge the very fact that -
they have made us go back to the shop 5 times (cost incurred by us due to false commitment - no offer for compensation)
tried to cheat us by offering us a credit note worth Rs 1999/- initially instead of Rs 2099/-.
product was defective and the same entitles me for a replacement or refund, and why was the same not offered - although asked for?
service provided was below par and unacceptable
Finally, I would like to bring to your notice that I have taken this stance to fight for our rights which was denied by Fi to me as a consumer. I would have been more than happy had they acknowledged their mistake and apologised for the same, instead they replied by making the incidence to look like my fault.
Please advice as to what options do I have to seek justice in this case.
Thanking you,
Warm regards,
Ishita
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It is only a matter of time when companies like Fi will close down. India is changing and so are Indian consumers, they are no longer ignorant and it is soon that these outlets will no longer have people buying from them.
I think your case is very sad, but as you are facing it there is nothing much you can do about it other than spreading the word.
Fi, I am sure understands this and is therefore not bothered..they rather make Rs 1000 in profit than Rs 800 by passing on discount and spreading good will...outdated business mentality!