Big Bazaar — Mattress Guarantee not valid 20 days before expiry!

Last year I purchased a DreamLine Mattress from the Big Bazaar Outlet at Banshankari, Bangalore, Karnataka. Cash Memo T39/11758, DT 30/03/2008.

When I purchased the product I was given 1 year warrantee of product. After 6 - 7 months o[censored]se, I started getting backache almost everyday. It took me sometime to realize that it was due to the Mattress sagging.

I would believe a Mattress should last at least 3 -4 years but given that it has already sagged means that it is of poor quality.

20 days back when I went to Big Bazaar, Banshankari to register my complaint for this, the Furniture Dept Manager Mr. Pradeep told me that they cannot help me as its only 15 days left for the warranty to expire. My question to him was that there were still 15 days left, and the warranty should be valid till the last day 30/04/2009. Moreover, when I asked him to forward my complaint to the manufacturer, he refused saying he cannot forward the complaint. Ideally the Manufacturer should take the ownership of a faulty product. We had a long argument exchange over it and since he was not willing to listen or help us, we decided to contact the Customer Support of the store. Here we got in touch with Mr. Sandeep. He listened to us and promised to get in touch with the Higher Managers to get the issue resolved. For next 2-3 days I kept on following him up but he only told me that he would call me back in 10 min but never did. Ultimately one day when I persisted he offered me to speak to the Furniture manager Mr. Pradeep again. When I refused and asked him that he had promised to speak to Higher Managers, he said he has already spoken to them and they also cannot help me. I did not agree to this and asked him to connect me to the Store Manager. I got a excuse that the Manager is not in office and I can call the store tomorrow to speak to him. Since then, I am trying to reach Mr. Bharath. Every single day, I call up the Banshankari store and ask to speak to Mr. Bharath but I am given reasons like "he is not in store", "he is out to attend meeting".
In fact, the employees fear to connect me to Mr Bharath. Wonder how he behaves with his subordinates!

I am really frustrated with all this. It seems to me that Big Bazaar is only interested in selling products and its least bothered about Customer Satisfaction.

A warranty for any product should be and is valid till the last day and there cannot be any exceptions to it. I guess the Managers don’t understand this.

Mr. Kishore Biyani, with such poor response to Customer Grievances, you dream to make your company WalMart of India!

Divakar