[Resolved]  Tommy Hilfiger — Miserable handbag quality exchange

Address:

Mumbai Suburban, Maharashtra

I bought a THD handbag from Shoppers Stop at Inorbit mall, Mumbai for my mother about 6 months ago. Despite being used under 10 times, it has developed cracks on both the straps and also one clasp exposes the cheap build quality. When I took it to the flagship store on khar linking road, the guy sent me to the travel store, which is a franchise. After they refused, I took it back to the main store again and they accepted it. After ten days, when I called, the store exec (Sameer) said the manager (Nimesh) had authorised the exchange and two days later, I get a call from the manager to apologise it can't be done. Since he was not clear as to why it was declined, i procured the number of the regional manager (Rishab Mehrotra) who knew lesser. He didnt have any answers, he asked if i had the bill. I reminded him it wasn't a bag purchased off the road, it was a Tommy; we walk into stores like this so we are assured quality. He explained the bag has be
en spoiled through wear and tear. He said the Quality dept had confirmed this bag went out 10 months ago. When I asked him if he knew for sure Shoppers didnt stock it, or if Tommy bags are only good for 9 months, he didn't have a reply. Then i pointed to the fact that the bag was used by a 50 year old woman who travels only in a car and pointed to the sheen on the bag. He insinuated the sheen could be polished on. I lost my cool, because he was insinuating that a customer was lying. My obvious response was "Are you kidding me?" I said that twice. He asked me to watch the word, I said he should watch the fact that he was calling me a liar (for a little bag). Then he childishly said (and this seems borrowed from some inept call centre training he has had) "please don't use that word, because I will have to disconnect the call". And then he childishly said I should "get lost" thrice before hanging up.

I would like a refund, because the bag hasnt been used. And these kids don't know that every complaint should not be treated like some reference number. Not every one out there is lying for a new bag.