Croma — Waiting for 15 days of ordering for my product to be delivered. Unprofessional people.

rajiv22

from Chennai, Tamil Nadu

Dec 25, 2023

Address:

BSR Mall, Thoraipakkam, Chennai

I wanted to purchase a LG Convection Owen and this is the kind of service these Croma people offered me, left me with tension & mental stress.. It was so atrocious that made me decide that I will never visit this branch ever again to buy any product there.. All credit goes to – Croma Store, BSR mall, Thoraipakkam, Chennai

Here is what happened –
On 10th Dec 2023, Before visiting there, I called them to check if the Store is open and does the store have enough stock of all the LG Owen, so that I can order and bring the item I wanted with me (as Owens are small enough and will fit my Car’s Trunk). Saleswomen named Padmavathi received the call and she said she has stock of all the LG Owens. So then I visited there by 12noon same day..

Selected an convection Owen and they took almost 20 minutes and replied, “The Owen is currently not in Stock sir”.. So then I asked them “Will the stock come back? If yes, in how many days will the product be delivered?”. And they replied “in 4 days and maximum 5 days confirmed sir, that’s on 15th Nov 2023”.

Till 15th Nov 2023, 6pm, there was no call from them. I had to called them back to check the status and finally another person possibly an Asst Manager named Ponraj replied saying “the Owen allotted to you got damaged in transit from another Croma Store nearby, hence could not be delivered”. Also added saying, “This was last in stock Owen in Chennai and another 50 nos of same model new stock is arriving on 16th Dec and your Owen be surely delivered on Sunday 17th afternoon for sure 100%”.. But nothing.. He never cared to call back to inform too..

On 18th Monday, I called him (Ponraj) back and he said “Sorry sir, the expected stock did not arrive so far and our distributor has asked to request you for 3 more days. So I am requesting for 5 more days. Meaning, mostly delivered by 21st Dec, if not I will call and update and after that it will surely be delivered on 23rd Dec.. If not delivered, we will initiate for refund”..

NO call from any of them till 23rd Dec, NOTHING.. So I called Ponraj to initiate an refund but he did not pick up the call at all and Padmavathi received the call and said “Sir, we just got the update that stock has arrived and will surely be delivered on 24th Dec, Sunday before 3PM sure”.. I asked for confirmation, and they said they will send the PO order allocation details, but they failed to send.. But after reminding them, they sent the same.

On 24th Dec, by 1 pm, the warehouse personal calls and says “sorry sir, the delivery person’s wife has met with an emergency. So I am asking you the permission, to be delivered by today evening or tomorrow 25th Dec morning without fail”.. And its 4 PM now and no update from either the Warehouse nor from Delivery guy or from Store..

And the funny part is, by 3 pm on 24th Dec, the installation professional from LG calls me and requests me for an appointment for installation, without even enquiring that I have received the Owen or not!!! Wow!! How professional these people are.. Kudos..

Even my mom had patience in the start but on 21st Dec, she too lost her patience and told me to cancel the product and request them for an refund.. She also told me, “We should never go to this store ever again”..

This whole incident, they never cared to call back and update which they promised and I had to call them to asked the update every time.. Even today 25th, Still no calls from anyone.. How irresponsible.. And now after I call only these guys will come tell all their stories like “Leave due to not feeling well (by Padma), Year end Meeting & restocking (By Ponraj) and Emergency leave (by Delivery personnel)..

And firstly they never offered any discount while ordering and for this extensive delay there was no strong apology too.. After request, they said, they will offer an gift as an token of apology, but I doubt that too..!

Not just this, they have inexperienced people working there who almost have no knowledge about product.. I about an HP printer last and the salesman guy did know nothing about it!! Also, while purchasing an AC from them, we had to wait for almost 45 minutes just for billing even though there was not big queue and all..

Dear All, please don’t visit this store and buy anything.. If possible stay away from Croma.. Even online shopping is better.. Or even Viveks store is better in term of Delivery.. They never took more than 3 day for any order for past almost 25 yrs (since 1998).. Ordering from this Croma store, left me with 15days of fooling and mental stress only with my product still hanging with them despite of full pre payment.. Wrong Promises, buildup stories, non customer centrical.. Highly unprofessional people..

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Croma customer support has been notified about the posted complaint.

Verified Support

Dec 27, 2023

Croma Customer Care's response Hello there, this is not the experience we would have liked you to have. Please get in touch with us at [protected] or write to us at [protected]@croma.com for further support.

Dec 28, 2023

Updated by rajiv22 Finally on 25th Evening the product was delivered and the despite of delay in Delivery, the delivery guys voluntarily took away Rs.100 from me without any appologies..!

But this is still not over.. Now comes is the installation from LG, coordinated by Croma team.. I called the LG same guy on 26th, who previously called me on 24th, for rescheduling the installation and he says "You have cancelled it, so you need to reschedule".. I then called the LG customer support the same day to reschedule and they said the installation is still pending and will come the same day, but on 26th NO one came..

On 27th, the installation guy name Dakshinamoorthy comes at 1PM and opens the package.. My mom finds and tells, the package is fishy and not proper, but the LG guy first says "It will be like this only maam", then after checking the whole package, says "the manual book is missing. Without manual book we cannot do the installation" and asked us to escalate the issue again with Croma..

I completely lost my temper and called Croma and spoke with Asst Branch manager Mr. Mani and requested him to take the product back and provide me with the refund as I cannot take any more stress..
But then Mr. Ponraj himself arrived at my home to check the condition himself and tell me "LG guys told me that now a days no company offer Manual book. We need to download from Online, , So no need to worry".. And then reschedules for Installation the same day before 6PM But NO one came on the day..

The next day 28th Dec, Ponraj confirms me that, the installation guys will 100% arrive before 12:30 (Previously said 1PM) and at 1:15PM the LG guys calls and tells me, it will take another 1hr+ for them to come.. If they are scheduled to come by 2:30 PM, Why should they tell that they will be coming by 12:30??

So, Dear all, This is how Croma and LG work.. Highly unprofessional and irresponsible employees.. As said previously, I have purchased several products from Viveks for 20+ yrs and never once happened like this.. But Croma.., Its a shame and disgrace...