[Resolved] Croma — Incomplete package of TV, received without main accessory/warranty card

rachit_asia

from Gurdaspur, Punjab

Jul 26, 2021

Address:

Infiniti Retail Limited CIN: U31900MH2005PLC158120 Unit No. 701 & 702,Wing A, 7th Floor, Kaledonia, Sahar Road, Andheri (East), Mumbai 400069, India

In an expected event occuring with my very first order from Croma.com placed on 16th July 2021, the Order ID:[protected] having a Hisense 55" TV was delivered on 21st July, 2021 with a missing packet that consists of TV Remote, Batteries, Warranty Card and other Documents.

Though the package was packed from outside, absence of other accesories was a big letdown.
TV Installation guy had updated the same issue the very day he came.

Till date the TV remains unused and without even set-up to experience it.
My reason of joy which was expected with this purchase has been turned into a big reason for me to worry as my money is stuck with Croma.

I am very disappointed since after wating for so many days for the TV and the installation, it cannot be used. Even to test it for any functions/abnormalities is not possible. Croma has mentioned a 15 days Return Policy that starts from the day of Installation and is getting exhausted.

It was a gift to my parents on their 50th Anniversary and it's just a Rs. 48, 000 show-piece since 6 days. After discussing with them, I made up my mind and put a request for RETURN and REFUND on croma.com having request SR ID :SR[protected] which remains OPEN even after their promise of ticket resolution in 24 hours. I am getting a response from the Grievance/Customer team that they will contact Hisense and get me a remote which they have not been able to provide after I requested on first day.
Kindly help resolve this issue as I no longer want this incomplete product and will only re-order it once I get a full refund.
This time I shall be purchasing from an offline Croma store, that too only if this refund is processed in required time.

My reason of posting this issue here is to get a quick refund so that due to this latency from the brand I should not be charged any interest/late fees by the Bank for this as it has happened with many buyers here from Croma.

Please escalate and expedite the pickup and refund process so that my money gets invested in a genuine product.

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Aug 10, 2021

Complaint marked as Resolved

Refund received on 6th August and Bank EMI/Loan was closed (after approaching them as well) on 10th August. I feel a regular customer should not have to approach the croma team in such a manner here and things must be resolved at the earliest. Quality Control and Order processing at Croma needs to revamp according to the present competition. Anyways, I got my refund and hence marking this as resolved.

Croma customer support has been notified about the posted complaint.

Jul 27, 2021

Updated by rachit_asia See their reply as on 23rd July they have said the resolution will be done fast, and today as of 27th July the product has not been picked up. I have a feeling Croma will also make me face the Interest and late payment charges from the bank credit card if the same is not refunded in suitable timeframe.

Jul 27, 2021

Updated by rachit_asia Croma has agreed to return and refund and initiated a return pickup. On my request they will be expediting the refund process (expecting it to be done within 7 days from today) so that I won't get any late fees or Interest charges from the Bank since product was purchased on EMI. It will be cancelled by Bank only when Croma initiates the refund. I am hoping for a quick action. Will update here when processed!

Jul 30, 2021

Updated by rachit_asia Product has been picked up as on 29th July and Return delivery date is mentioned as 30th July, 2021.
Refund has not been initiated by Croma yet.

Aug 02, 2021

Updated by rachit_asia Till today, 2nd August there is no sign of refund processing nor any notification regarding the same from Croma.
Disappointed since this will cost me Bank Interests if not done at the earliest.

Verified Support

Aug 03, 2021

Croma Customer Care's response Hi, I trust your issue has been resolved. If not, then we request you to reach out to our customer care team on [protected] or write an email at [protected]@croma.com. They will assist you with the resolution of your concerns.

Aug 03, 2021

Updated by rachit_asia No it has not. As on 3rd August evening, I have not received the refund SMS or Email from your end.
I will update here and Mark the Complaint as Resolved, only after I receive the refund.

Aug 07, 2021

Updated by rachit_asia Refund initiated by Croma on 4th August and now reflecting in my account. Bank will further take time to cancel the EMI and I also had to bear the processing fees from HDFC Bank that was charged for EMI Conversion, all because of the delay from Croma to process the refund. I had to work hard to get this request fulfilled from them after receiving an incomplete product earlier!