Croma Kharghar — Samsung Phone A31

Address:	Store address. Infiniti Retail Limited | A Tata Enterprise Unit No. 02 to 06, Ground & First Floor,Landmark Plot No-26A, Sec-07, Kharghar, Navi Mumbai
Website:	www.croma.com

Mon, Jul 26, 3:38 AM (5 days ago)

to customersupport, grievance.officer, nodal.officer

Good Day,

I purchased a Samsung A31 from your Kharghar store on[protected]:58:15, after just a few days the phone started heating up and the battery suddenly dying. I went to the store on July 23rd 2021 to report the issue, the manager kept insisting that its being 15 days, the reason i was unable to come to the store is due to heavy rains and limited store hours, also my mother in law is senior citizen so unable to travel during this pandemic, i tried to communicate the same with the Manager but he had no interest in listening to my situation. He also said come back on Monday and we can send the phone to Samsung, i informed him that I am staying in Mankhurd and it would be very difficult to travel again on Monday, after requesting him a few times he took the phone and said will call back. I am very shocked to receive such unprofessional service from Croma, I have purchased multiple products from your stores and never had such pathetic service. We buy products from Croma due to the trust and service having a piece of mind that the product is genuine. I was hoping for better service and assistance, I would appreciate it if you give me a new phone instead or even if this series is bad i may upgrade and buy a different phone. I had brought this phone for my mother in law and made me look so bad, did i make a mistake by purchasing this phone from Croma, i always buy extended warranty and now I feel it's just a waste as I returned the phone within a few days and the manager refused to assist me.

Second email we sent to Croma Customer Care

Good Day,

The most pathetic service I have received from Croma, I have been calling everyday to Customer care and all they promise that they have escalated the complaint to senior management, then i end up getting a call from the Kharghar store forcing me to take the same phone. I have requested from them multiple times that the phone is for a senior citizen, We are not comfortable as the phone is heating up. We have also mentioned that we would like to purchase a more expensive phone so we don't come across such issues. We called the customer care today and requested to talk to the supervisor, but the customer care person sricha was hesitant to connect after requesting a few times. She agreed to connect and put me on hold for 2-3 minutes, came back on call and mentioned the supervisor is busy and they will call back after 5 hours. On inquiring the name of the supervisor she denied mentioning the name. It's against company policy to mention names. After the brief hold the Customer care person connected me to Mr Mitesh and As per my conversation with Mr Mitesh Grievance manager said he will respond by Monday Aug 3 2021 with a resolution and today i have received the following email from the kharghar store. I would like to bring to the management's attention the disrespectful and inappropriate behaviour of the Kharghar Store manager. The Store manager and his team are defaming the Tata name the way the customers are treated in this particular store, please investigate and you shall find what i'm talking about.
Me and my family have purchased tons of products from Croma Kurla store and the service is always amazing and very helpful staff, The kharghar store the staff event interested to assist you and then you try talking to the manager it gets worst, i tried explaining the manager he just brushed me off and said u must be using it more games and whatsapp, i mentioned my mother in law is using it and no games are downloaded ok then he said come on Monday we shall see after requesting him repeatedly he took the phone. I would also like to know the Croma refund and return policy with the new covid hours, as i went on 17th day due to heavy rains and limited store hours, so i shall get treated this way, i have genuine concern about phone overheating shall 2 days not be considered.

I hope you resolve this matter asap as i'm getting exhausted dealing with your Kharghar store.

Regard's
XXXXXX

This the service we receive from Croma defaming TATA name so degrading, we buy products from Croma for the service and trust and look at this

Reply from Manager ( Threatening reply from store manger)
Dear Madam,

Greetings from Croma.

With reference to the product submitted on 23/07/2021 against request # Manual Gan No: 80740