Croma — Complaint Regarding Poor Service and Mismanagement of Invoice Records[protected]

Address: Kormangala

Website: Croma

I am writing to express my deep dissatisfaction with the recent experience I had with Croma Koramangala branch regarding a faulty product and the unprofessional handling of my warranty request.

On 14th August 2023, I had purchased a kettle, along with a refrigerator, from your Koramangala outlet. However, the kettle stopped working about a month ago. Since the product was under warranty, I contacted your customer care team to initiate a service request.

To my surprise, the customer care team informed me that there was no record of the kettle purchase and insisted that I had not bought it from your store. Despite repeatedly clarifying that the item was purchased along with the fridge on the mentioned date, and after several discussions and arguments, they refused to acknowledge the purchase or provide any assistance, citing lack of an invoice & my concerns were dismissed.

Furthermore, when I visited the store yesterday to speak directly with the manager, I attempted to explain that it could be a technical issue from their end that the invoice was missing. However, the manager firmly denied the possibility, stating that “all invoices are stored in our database for a period of 22 years” and insisted that there was no chance of any technical issue. This rigid stance caused further frustration and wasted more of my time.

To make matters worse, the store staff appeared inexperienced and technically untrained. It was evident that the team lacked both the process knowledge and customer service training needed to handle such situations professionally.

Due to the lack of support and acknowledgment, I was compelled to purchase a new kettle from the same store out of necessity. Later, after spending considerable time and effort digging through my deleted emails, I managed to recover the original invoice and presented it at your store. Only then was the mistake admitted, and your staff confirmed that it was, in fact, a technical issue on Croma’s part. While they verbally apologized, the overall experience was extremely inconvenient and disappointing.

This situation raises serious concerns about how many other customers might be facing similar problems due to system errors and mismanagement.

I hereby request the following actions from your end as soon as possible before things turn up worse

1. A formal written apology for the inconvenience and mishandling.

2. A detailed Root Cause Analysis (RCA) explaining why the invoice was missing from your system.

3. Clear information on the corrective measures being implemented to ensure such issues do not recur and affect more customers.

I hope you treat this matter with the seriousness as it deserves and provide a prompt and satisfactory resolution.