Croma — Subject: Urgent Complaint Wrong Lenovo LOQ Model Delivered & Staff Misconduct at Croma Acropolis, Kolkata |

Address: Acropolis mall , Rajdanga main Rd, Kolkata

Store Manager Name- Ranjit Shaw
Date: 4.07.2025 at 22:23 hrs

I am writing to raise a formal and urgent complaint against the Croma store at Acropolis Mall, Kolkata, regarding misrepresentation of product specifications, unethical sales behavior, and poor after-sales support.

🔹 Purchase & Billing Details:
Invoice Number: SLA[protected]
Order Number: SOA[protected]
Billed By: Chandan Sa
Date of Purchase: 4th July 2025
Time: 20:23 Hrs
Store Location: Croma – Acropolis Mall, Kolkata
Total Amount Paid: ₹76, 290
🔹 Issue: Wrong Product Delivered
I specifically told both the salesperson and billing staff that I wanted to purchase the Lenovo LOQ with i5 13th Generation HX processor, RTX 3050 (6GB GPU), 16GB RAM, and 512GB SSD, at a price of ₹76, 000.

They verbally confirmed this configuration and finalized the purchase. However, after checking the invoice and system specifications, I realized I was sold:

Lenovo LOQ 15IAX9
Intel Core i5 – 12th Generation, not 13th Gen
Even the invoice clearly mentions "i5 12th Gen, " which confirms that I was misled and sold the wrong product under false assurances. I was charged the price of the 13th gen laptop which is 81000, I paid 76000 from discount of my HDFC credit card.The price of the 12th gen laptop is 74k.

🔹 Evidence:
As proof of my intent and understanding, I have:

A text message sent to a friend just before the purchase, stating that I was buying the i5 13th Gen HX processor with RTX 3050 at ₹76, 000.
A phone call from that friend, where I further confirmed the same details before finalizing the purchase. While I don’t have the recording, I am willing to retrieve it via the cybercrime department, who can verify the call.
If Croma demands this level of proof, I expect all charges for such verification to be borne by your officials, not by me. This entire situation arose due to store-level negligence and miscommunication, not on my part.

🔹 In-Store Misconduct:
When I approached the store for support:

The store manager, customer care, and billing staff refused to help or even hear my side.
They were rude, argumentative, dismissive, and repeatedly stated that they were “helpless.”
This treatment was disrespectful, and shows complete disregard for customer care and basic professionalism.
🔹 Policy & Rights:
As per Croma’s return/replacement policy, any customer reporting a mismatch or wrong product within 7 days of purchase is eligible for a replacement or full refund.

Additionally, this issue falls under the scope of the Consumer Protection Act, 2019, which protects customers against:

Unfair trade practices
Deficiency in service
Misrepresentation of product information
🔹 Final Request:
I do not wish to engage in any further arguments or back-and-forth discussions. I am simply requesting:

A full refund of ₹76, 290,
OR
A replacement with the correct Lenovo LOQ laptop featuring the i5 13th Gen HX processor with RTX 3050 (6GB), 16 GB RAM, 512GB storage.

I had a talk with one of the employees of customer care at acropolis croma, they replied that they can provide 2k gift voucher as a compensation for the trouble. The money that I should get refund is rupees. The price of the 12th gen laptop in the back to college offer of lenevo is 74999 rupees . With my HDFC Bank credit card I should get a discount of 5% so the discounted price of the laptop is 71250 . The amount I paid was 76821 rupees. So, the amount I should be refunded is of rupees 5571. I want the extra money I paid to be refunded, either in cash or via net banking . I do not want a croma gift card, I wish for replacement of the 12 th gen laptop to a 13th gen laptop or the legitimate amount, ie, rupees 5571 to be refunded ( in cash or via net banking) . This is a case of fraud and we have been harrassed by the employees of the store for the last 3 days since we discovered the truth. Please consider my situation and do the needful.
Sincerely,
Kaushiki Paul