[Resolved]  UCB (United Colors Of Benetton — Poor quality of clothes: Insane pricing

Hi
I have made a complaint to UCB customer care but there has been no response so far; please check the following:

From: Pankaj Chopra <[protected]@yahoo.com>
Subject: Complaint No: 075
To: c.[protected]@benetton.co.in
Date: Sunday, May 24, 2009, 6:51 PM


I would like to draw your attention towards my experience and poor response to my complaint. I have been endorsing UCB clothes for years now, across all seasons and they have been an integral part of my wardrobe. I have never had any issues with UCB but this experience has not been memorable for any good reason.

I had bought a T Shirt from United Colours of Benetton (UCB) showroom in Basant Lok, Vasant Vihar, New Delhi on 01/March/2009 (Style No: 3089J3017, Season: 09P, Size: Medium, MRP: Rs. 799/-, Invoice No: 020625 as per credit card transaction slip). Being very conscious of my attire and wardrobe, I know how to handle (Wash, Dry & Iron) my clothes and since I already have a decent collection o[censored]CB T Shirts, this one was also hand washed, dried by spreading on a chair in shade and ironed appropriately (Luke warm iron). To my utter surprise, the t shirt faded in just one wash and its colour evaporated! I took the t shirt to your Basant Lok showroom and it was accepted by your staff on 26/Apr/09 vide complaint number 075. I was assured a resolution in 2 weeks time and a call back to keep me posted.

Since I didn’t hear from your side for 3 weeks, I approached your show room on 10/May/09 but was told that my request was still under consideration and may take more time. A week later I was informed over the phone that my claim has been rejected as I had allegedly “mishandled the t shirt and didn’t wash it as per instructions”.

This evening I went to your Basant Lok office but the response was Luke warm; I met the store manager (Sidhanth Shreedhar) who was least interested in understanding my problem and experience, leave apart empathizing with me. I was not expecting apologies but solution to my problem. I was asked to contact UCB’s quality team in Gurgaon[protected] and get in touch with the quality person (Bharat Bhushan or Rajeev).

I would like to know the following:

· Do you guys have any escalation matrix in place?

· Did you guys ever feel the need to sensitize your staff about customer handling?

· Why should a grieved customer contact your quality team?

· How did your quality team come to conclusion that the t shirt was manhandled?

· How come the other UCB T Shirts I have been wearing for years didn’t fade on first wash?

I will be more than willing to invite you guys to my place to check the penetration of sun light (if the t shirt was dried in sun light!!!). This is not the first time that I am wearing a UCB T Shirt. How come only this one lost its colour after first wash and how come the others have stood the rigour of detergents, water and years of wearing?

Looking forward to an immediate resolution as the matter has already been delayed.

Would be happy to speak with someone responsible

Regards

Pankaj

[protected]

Thanks