Team D Mart,
It was very unfortunete and repeatedly happening at DMart Velachery. Today (9 Jan 2023) I have visited Velachery store for some purchase for the worth of 2415/- at 5.35pm approx. Immediately after the billing and before leaving the store, I have checked my bill (created a habit with the bitter experience happened couple of time previously in the same store - Velachery), it was found that a bread packet has been charged 2nos. against 1 + 1 offer. When I asked the cashier (R.5/259027) he checked the place where I have taken and understood then guided me to the customer care. I approached her and I have taken her along with me to check tray where the offer mentioned and the bread where I have taken. She said this is different variety but the bread is not available but the the bread which I have taken are available surplus in that tray. Once she understood the problem, she asked me what I want, then I said I am not intend to get this but the 1 +1 offer, if this is not correct one, then to cancel and refund the amount of the value of the bread. Then, she guided me to complete the out process (that is out seal from security) and come to her. accordingly, I have done accordingly. Now, she is saying that she will not give the invoice for the refund of the amount, when I ask her why u will not give money she said this is process. I said I have not at all left the store cos of store mismanagement I was into this issue and my time of 30mins were also wasted. I asked her to call the Manager to resolve the issue. A lady who came claiming her she is a manger, (I using this statement cos she is very firm in not sharing her name and told me that she is not ready to share her name and no where it is mentioned to share the name) she is so adamant in no understanding the problem which i explained but she is much interested in the audit process for not given the invoice. She is confirming me that I will not get the original invoices. I also explained her by saying this is not the first time it is almost 3 times happened to me on this similar manner, which may be human error but every time it is happening to me I quoted. But still very firm and said that she will not give any bill for the refund to initiate. There I have seen one gentlemen in the same dept with whom i was talking when earlier similar problem arises he was doing similar activity last time. Though he was suggesting her with some alternative she denied and refused to do so rather telling that she will not give any original invoice for the refund amount.
a. My doubt is for the items value of Rs.2415/- purchased from D.Mart, there will not be any bill provided to the customer, if there is any issue in the items (due to D'mart Mgt) in miscalculation, wrong items billed etc. by the cashier.
b. When the billing details re already there in the system also you are having a process of getting signature from the customer during refund, why still the D'Mart team want to retain the original bill with you guys.
3. Is there any circular or instruction that has been given to any of hte staff including manager not to disclose the name to the customer, if they ask for. Now when I am writing this complaint, I am keep on writing like one lady, One gentleman, cashier etc. Moreover, so called lady even didn't have their name mane card with her which show her identity.
Bill Details (as mentioned on the invoice) sorry for the typo if any in the billing details. I am ready to show the invoices
Bill No.[protected]
Vou No.[protected]
Bill dated : 09/01/2023 (6.00pm)
Cashier : R.5/269027
Inv No.5797
Now, I have taken the items without my interest or willingness by paying Rs.110.50 against 1+1 offer. They were not ready to share me the original bill if they initiate refund of rs.110.50/- or without original bill they are not ready to initiate the refund the amount against the items that I have given her.
My over all experience today is very very bad and that too claiming as a manager she really do not know to resolve the issue if she find any one. This is a very simple action which would have kept both the customer and stores team a very happy note. She absolutely knws what she is doing but really do not under stand hy she did like that. Realising on later stage is not going to help anyone after ending with lot many misunderstandings and behavior by the D mart staff member.
I personally felt, she need more training on handling customer, she is not the right person to be as manager, even though another person has given the alternate to resolve the issue but she just denied.
You may always reach me at the below details
Unhappy Customer
Jayavel D
[protected]
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