[Resolved]  Reliance Fresh — DEFICIENT SERVICES AT RELIANCE FRESH GAJUWAKA BC ROAD BRANCH, VISAKHAPATNAM 530026 AND IMPROPER MAINTENANCE OF COMPLAINT BOOK

Address:

Andhra Pradesh

This is a complaint against the deficient services of Reliance fresh, Gajuwaka Branch, Visakhapatnam 530026.

I am Ch J Satyananda Kumar, residing at Flat No. MIG-II-16, Vikas Nagar, BC Road, Gajuwaka, Visakhapatnam 530026. Card No.[protected], Mobile No.[protected].

Complaint details:

1. Despite AP Govt's ban polythene bags, the store is still using polythene bags. On 2-4-2011 when I took my own bag to the store, the Security did not allow me to take the bag in. He reluctantly allowed only when I insisted my right to take the bag in. I had made a complaint to the effect on 2-4-2011, but when I saw the complaint book today, not only my complaint dated 2-4-2011, but about 25 complaints written prior to it was also not viewed by the Store Manager and no action was found to have been taken on complaints. It appears that keeping a complaint book is only to fool the consumers. But Reliance fresh is not serious about acting on complaints.

2. Today i.e. on[protected] I went to the store to purchase certain commodities. I looked for Brittania High fibre nutri digestive biscuits in Biscuits rack. But those were not found there. On my previous 2 visits during the past 5 days also I could not find them in biscuits racks. While looking for other goods, I suddenly found them in an not so conspicuous place along with Nibuz soft drinks and some noodles. When I asked the supervisor as to why the High fibre biscuits are not placed along with other biscuits in the respective rack, he replied me that those are placed on an offer along with other offer goods. My request to relocate them to the biscuits rack was not heeded. When I asked for the complaints book, he readily gave me the same. But I found that even my former complaint dated 2-4-2011 was not looked into.

3. I took a Healthy heart sunflower oil 1 liter pouch being displayed @Rs.62-50. But when I took it to the billing counter, the counter assistant told me that it can be given on that price only when I take 2 packets. When I took them to the counter and shown them the price tag, he had reluctantly billed one pouch @Rs.62.50.

4. The price tags are often being found not properly placed above the racks of commodities.

5. The merchandise display procedure is also very faulty. When any items are offered on special offer, such goods should be prominently displaced close to entrance in a conspicuous place. But, the Brittania High fibre biscuits are found displaced in an unprominent place. The commodities are also frequently changed places to the inconvenience of consumers and the staff are often found not responding to consumers complaints and suggestions.

6. Though its name is Reliance Fresh, fresh fruits and vegatables are seldom found here on display. Vegetables and fruits once kept in shelves, those will be there though those lose their freshness and start drying-up.

7. I looked for the Stores Manager on 3 or 4 occasions twice in evenings between 6.00 PM to 8.00 PM and the rest of the times during day time. But not even once I could find him in the stores. The supervisor is lacking in customer dealing skills. He is not much educated and can't answer to the queries of non-Telugu speaking consumers.

8. There are 4 cash counters with computerised net work systems. But often only one or two counters are being operated there by making consumers to wait for around 10 minutes for their turn to get billing. Some time proper change is also not being given to consumers and some times a toffee is being given to consumers instead of 50 paise coin.

9. When Mr Raghu used to be the stores manager, he was fairly responding to consumer complaints. But the present manager is not at all serious to look into consumers view points. In fact, there is no proper consumer handling procedure in Reliance fresh. To my horror I also found that no provision was made even in Reliance Fresh website, for online handling of complaints by the head office.

10. The staff are often found not properly responding to consumers. It appears they are not being properly trained how to treat customers with courtesy and politeness.

11. The security staff are often not found in their place. They behave arrongantly presuming themselves as some policemen or dadas, but they seldom realize that they are there to serve the customers.

If the Reliance Fresh management does not pay proper attention to look into the above prominently observed issues/complaints, days are not far away that it may lag behind in retail business and may have to follow the way of Subhiksha and other companies who have closed business.

Ch John Satyananda Kumar
Convener, Society for Consumer Awareness,
Redressal & Education (SCARE),
MIG-II-16 Vikas Nagar BC Road, Gajuwaka,
VISAKHAPATNAM 530026
Cell: [protected]