[Resolved] Reebok Shoes — Manufacturing Defects
I had bought a pair of shoes from Reebok Showroom at 7B Middleton Street, Kolkata 700071 on 09th March 2007. At the point of purchase I had enquired for the quality of the product which was rest assured to me that if any defects or damage were reported within 6 months of purchase or usage of 1800 Kilometers would be mended officially.
I had some genuine reasons to revisit the showroom for some quality defects with 6 months of purchase. The usage was also well within the required parameters since I wear the shoes twice a week (on Friday & Saturday to Office) and I commute by either Underground Metro Railway or by Taxi (so the question of wear & tear of the same is very remote in such limited usage).
The defect that I encountered was that the side area of my shoes wherein the net and the sponge was applied got torn and the foot is now exposed off the shoes and also the portion of leather that was attached to the shoes bottom sole was cut and not detached. The executive at the showroom was completely satisfied and convinced with the dissatisfaction and asked me to submit the shoes which would be sent to Gurgaon Factory for repairing. I trusted the gentleman since he is associated with a Company that has built customer trust and goodwill across the globe for last couple of decades.
When I received back my shoes, I found that some foreign particle was pasted in the damaged area of the net area and I was again rest assured that now it should have no problems for a year or so. But the other defect that I reported was still unattended that the portion of leather that was attached to the shoes bottom sole was cut and not detached. I pointed the same to the sales executive there but he tried answering in vague. I was unsatisfied with the repair work but had no other options to take back the shoes.
Within 15 days I found the pasted material coming off the shoes and it was a plastic piece pasted therein without any sponge or foam material pasted. I was out of my patience to see that rather pasting a patience of leather, a plastic was pasted and that too now the condition was as before that the foot portion was again exposed off the shoes. I revisited the showroom but then it was out of the warranty period by 15-20 days. The same sales executive attended as tried convincing that the solution / glue that was used would work on plastic and not on leather due to which the plastic sheet was pasted. This was something disgusting to digest. Then he admitted that the pasting had come off and that a repair to the shoes was needed. He again asked me to submit the shoes, which would be again sent to Gurgaon Factory for repair. I asked him to put things into record that the same repair work was called for again and this was some lack of service work on Reebok part. I also asked him to place it to the appropriate forum that I am ready to buy a new pair of shoes paying off the differential in price. Then I submitted back the shoes with the company.
After about 12-15 days they called me saying that they have received back the shoes from Gurgaon Factory and the same has not been repaired because the warranty period has expired. Now, considering the entire story that I have narrated and could be confirmed at your end, is it something that I should be responsible. I had played my role well within the warranty period and due to some lack of service from your end is making me pay the price for a genuine purchase from your store. I am sincerely dissatisfied and humiliated. May be that I would indeed end my customer relationship with Reebok and never visit any of the store to buy any merchandise but along with this I would also try convey to people about the inside story and the hidden fact behind every such purchases.
Please do not treat any of my statements as a threat made to the company but a genuine inconvenience / dissatisfaction and my regrets towards the Company.
Request you to place yourself in my shoes, treat me as a genuine customer making a genuine purchase without understanding that I would have to face so much of mental trauma and try resolve the issue at least communicating me back about the further course of action from your end and the further course of action that I may need to take from my end.
I hope to hear from you soon.
Complaint marked as Resolved 2020-08-13 23:43:45