[Resolved]  Big Bazaar, Vashi, Navi Mumai — Defective supply of items

02nd July, 2009

Dear Sir/Madam,

I have purchased one Innova Sofa Set & Odetta 4STR dining set together for Rs.35, 500/- from your Big Bazaar Vashi branch vide cash memo no T25/11487 dated 30/05/2009.

After 3 days I have received a call from Mr. Ravi (Floor Sales Person) from Big Bazaar Vashi branch that there is some problem for delivering the Innova Sofa Set. Hence I visited to Vashi branch to know the problem. I had been told by Mr. Ashutosh (Floor Sales Person) that there is billing mistake done by Mr. Ravi for Innova sofa set and wrongly billed for lesser amount and now it is not possible them to complete the order of Innova Sofa set and given me the option to go for another alternative of sofa set. As the order was finalized by me after Mr. Ravi have checked & confirmed the rates of both i.e (Innova Sofa Set & dining set) i told them that I want to cancel the order and ask for refund. But I had been told that it is not possible to cancel the order and ask to buy another alternate sofa set, but I was not interest for the same. After discussing internally by sales person I had been asked to call tomorrow as they have to discuss the same with their senior person.

Accordingly next day I had given a call to Big Bazaar Vashi branch and Mr. Ravi asked me to come down to the discuss the same with his senior. Accordingly I had been visited with my wife on Saturday around 6.30 pm. After waiting almost 45 minutes Mr. Ashutosh attended us and tried to convince for buying another sofa set, but I was not interested for doing the same. After a discussion he had given me offer for another sofa set which was not in display but shown from the catalogue as well as offers me small ladder and telephone stand. I was least interested. Hence at last Mr. Mandar (Floor Manager) came to meet me and tried to convince the same. After discussion the deal was closed by paying additional amount of Rs.2, 000/- for Sofa Roma PVC Black set & Impiana 3 door wardrobe walnut. This transaction is made vide cash memo no T15/43010 dated 04/06/2009. The same day we had been waited till 11.00 pm appx. (4½ hours) to close the transaction.

Assuming that everything is now fine I went home in relax mind. But again the problem starts when I received the delivery of Wardrobe on 07/06/2009. Fitter has visited after confirming the time on 09/06/2009 in the morning at 8.30 am and started his work. After some time he realizes that in the packing there are two left side main panels are delivered and right side panel is not delivered. He reported the same to Mr. Mandar of Big Bazaar the packing mistake and informed me that the panel will be sent in 2 days. I spent my half day behind this. After continuously following with Mr. Mandar, Mr. Ashutosh & Mr. Vaibhav (Floor Sales Person) and giving almost 5 to 6 six calls everyday they dispatched another full set of Impiana Wardrobe on 12/06/09 and told me that the fitter will visit on Saturday 13/06/09 in the evening around 6.30 pm. On 13/06/09 I also received the delivery of Roma Sofa set. I confirmed the visit of fitter with Mr. Ashutosh for 13/06/09 and accordingly left from the office before time and reached home around 6.00 pm. I waited till 07.30 pm but he not turned up and no one has given call about the status of the fitter. I tried several times and had been told that he is on the way and at last I had been informed that he is not coming and will come tomorrow morning around 9.00 am. The same drama started again next day and he not turn up in the morning, the showroom was not open and Mr. Mandar was not picking my cell. In the afternoon around 12.00 I am able to talk with Mr. Ashustosh and he told me the fitter will be at my place around 3.30 pm. Again he not come and I gave a call to Big Bazaar showroom, but unfortunately by hearing my name no body was interested to come on the landline and talk to me. Around 6.00 pm one sales person informed me that the fitter will be visiting my residence around 8.00 pm. After waiting so long period at home and wasting full day at home I am able to see the face of fitter at 9.00 pm. He started his work and completed around 10.30 pm. After checking it has come to know the side door of wardrobe is not fitted perfectly. There is a gap of ½ inch between side of the main door and side door and if he tries to adjust the same then alignment from top as well as right side of the wardrobe goes haywire. He informed the same to Mr. Mandar. Mr. Mandar informed me that he will check with the stores and will revert on the same. The same day fitter fixed the legs of the sofa set.

The next three days I was not in the city when I came back I come to know that the left hand rest of main sofa set is broken from inside and also realized that after seating on the sofa set the stapler pins by which the down side cloth is fitted is coming out and the cloth is falling down. In three days I never received any calls from Mr. Mandar or any other sales person on wardrobe issue. On 18/06/09 I called at Vashi branch to know the status of wardrobe complaint as well as to make complaint of sofa set no concern person with whom I dealt was available and Mr. Mandar is also not available on cell. The job of selling the concept of Mr. Mandar & his team was over hence no one bothers to resolve the complaint and the need is mine I was trying to contact. After giving several calls I am able to get connected with Mr. Mandar who agrees to send his senior fitter for inspection. Sr. fitter visited on 21/06/09 and agree that here is defect in the side door of the wardrobe which is slightly small compare to inches provided for fitting and also checked the sofa set and told that it has to be replace and accordingly he inform to Mr. Mandar from my cell. Mr. Mandar at that time agreed to send the replacement of sofa set as well as informed me he will try for the solution of wardrobe door.

Since then i.e. from 22/06/09 I am trying to get in touch with Mr. Mandar on his cell as well all other sales person but no one coming on the line by hearing my name. The other sales person were telling me that your query has put forward & will receive the sofa set in 2 days but till date that 2 days not completed. Over & above since 22/06/09 Mr. Mandar who gave me assurances & promises even not attended my single call at landline as well at his cell. Since last one month I was the person who is making the calls as the need was mine, receive only 2 calls from Big Bazaar in last one month.

Even making complaint at Big Bazaar Customer care on 29/06/09 till today no revert has been received. While lodging the complaint it has been promised that I will receive a call within 24 hrs and the will solve the problem. I think every one is passing the ball and avoiding taking action to resolve the complaint.

As I am almost everything (Bed, Fridge, dining table, TV and all other day to day needed things) is purchasing from Big Bazaar since last 4/5 years, I have never come across so much horrible and disgusting experience. The well managed showroom name is getting spoiled due to such low manner behavior of the sales person and after sales services. After spending the hard earned money to see the dream house, if any customer receives the negligible low level treatment from so called reputed brand, it is really way to downgrade the reputation of the brand.

As a customer my humble request you to kindly look in the matter and solve the complaint. You intervention is highly appreciated. Before going forward for any corrective measures I would request you kindly revert with your remedy.

Thanking you

Swapnil Chavan
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