[Resolved]  Shoppers Stop — Defective Product

Address:

Gautam Buddha Nagar, Uttar Pradesh

Hi,

I am a regular customer of your store and have always been more than satisfied throughout my experience in all the aspects whether its staff dealing, courteousness’, promptness etc.

Unfortunately, this time around I have a very miserable experience to share with you.

It all started on 09/01/2011 when I did shopping for good amount of stuff as I was taking off for Singapore for some time due to my professional engagements. In the commodities I purchased was a black belt of Satya Paul.

I took off on 19th Jan and used the belt for 3-4 times when I discovered that the belt started cracking and breaking form the place where it is supposed to be buckled for tightness. I immediately stopped using it and kept it aside. Upon my return to India, due to lot of other important work, of course this small work got missed out of intimating this to you.

In the month of October, however, we decided to go to Big Bazaar at GIP, Noida for our regular grocery purchase and unfortunately, we got delayed and by that time your store was closed.

Again finally on 06/12/2011 we made it to your store and expressed and narrated the entire experience with your Customer Care executive, wish to place on record that the person was extremely courteous and proactive and helpful, his name is Vishal.

He assured us that he will get it replaced as I was not interested in repair as that would not have sustained for more than one or two usage of the belt and would have again broken, to which Vishal and the other CCE agreed upon.

He told that someone will contact me after a week, which did not happen. I received a call somewhere after 14 -15 days where it was expressed that the same cannot be replaced due to that fact that it’s quite some time now. I reiterated that its not delayed intentionally, its just that I was out of country, it got delayed and anyone who is normal, by looking at the belt can very easily comprehend and suggest that its not used for more than 3-4 times.

I gave them the option of either changing it or giving me a credit note for the same amount or a depreciated amount after deducting for 3-4 times usage to me, which was very patiently and friendly heard and assured upon that something will be done.

Again I received a call after 2 days outrageously denying to change or do anything, now this was shocking as its unlike Shopper's Stop style of dealing with their customers, guess it was the manage of Satya Paul.

I simply want to make it clear that I am a regular customer and have been enjoying your hospitality and services for some years now and so have been my friends, colleagues and relatives. I do not think that this experience of mine would be taken positively in the spirit of Shopper's Stop endeavor of customer satisfaction and delight. I presume for the first time I have written such a long history for any customer grievance related matter to a service industry establishment.

Now, I leave it up to you to resolve this matter amicably to my satisfaction, else I will be forced and compelled to take this to consumer forum and more damaging than that would be "Word of Mouth". Pls do not at all take this as a threat; it’s just a very modest and humble request for a solution in the form of replacement or a credit note of an equivalent value.

Looking forward for a prompt and best solution from you.

Do let me know for any more details on this.

Regards,
Rajiv Kumar
[protected]


PS: Details of Goods Acknowledgement Note:

No. 542 dated 06/12/2011.
Trx No 262/01, DOP 09/01/2011, Price 695/-, First Citizen No. [protected].