[Resolved]  Standard Chartered Bank — Poor service for damaged gifts received from credit card points redemption

Address:

Mumbai City, Maharashtra

I redeemed some of my Standard Chartered Credit card points for an electric kettle from the online rewards portal of standard chartered bank Indian website in the month of July, 2014. When I received the kettle the lid was damaged. This I brought this to the notice of the bank by registering a complaint, The resolution they provided was the kettle merchants contact details and asked me to contact them. I did as per their suggestion (I had to contact the merchant and they in turn gave me their outsourced service centres number) and after about 15 days of contacting the service centre, they visited the house and told me that only the lid will be replaced. This happened in 1st week of September and from that date till today we have not got the new lid. When I raised this issue with them again in the month of October, I get a reply that I did not report the damage within the turnaround time and hence, standard chartered will not do anything more than what they have done so far and that is to provide the contact details. During this entire ordeal the only thing Standard Chartered is concerned is closing the complaint citing that they have already provided the contact details of the service centre. They take no ownership of the item listed as a reward on their website and care a damn for their customers. This cannot be called customer service, when all the calling and follow up with different parties has to be done by the customer alone. I recommend to never redeem points for any reward items from standard chartered website.