[Resolved]  Shoppers Stop (Biba Brand) — Poor complaint handling

I had a terrible experience with Shoppers Stop in Bangalore. For one, i never imagined that I shall ever face any issue with their products and when I did, i was quite sure that they will do the needful to sort my case. I had picked two set of Salwar- Kameez during their discount sale at Garuda Malll in Bangaore on 15th Aug. Both belonged to Biba (another prestigious upcoming brand) and did not use the product right away. As I has no reason to doubt the quality of the product I threw away the bill and did not give any second thoughts to it. two month later after having worn the product twice I decided to wash it, and paid careful attention to the instruction which read- cold wash separately and drip dry. Which I did , only to find the color run into the duppatta and salwar. When I went to the outlet, they asked me the bill which Idid not have, but gave them the card details which I had used to buy the items. They kept me waiting for nearly two hours and pretended to locate the details and after all the wait they came back to tell that nothing can be done as they could not track the transaction with the details I gave. When I insisted to meet the Store Head they said as a last resort they will send it to the BiBa company and ask them to exchange the product. They told me it would take two weeks. I waited and called back, nobody had anything concrete to tell. after another weak and a half I finally got to speak to the executive who had taken my complaint and told me the item could not be replaced by the manufacturer, I did not have the bill therefore they were not sure I purchased from them, their computer could not trace the transaction (given the card no.) and moreover, items bought on sale had no gaurantee. How big a crap is that. I am a faculty in Marketing and I teach at a premier business school in Bangalore and while this has become a live case study in my discussions in the class, but what is confounding is the sheer indifference of the staff to a customer complaint. I have tracked the transaction through my bank account and I wonder how the shoppers stop system could not reach the transaction details. Next time I will buy more carefully from shoppers. For now I need to know why my transaction is not featuring in their information system inspite of giving the exact date and time of transaction along with my card no.