DMart — Ready pick up point, rainbow glory, bakori phata, wagholi, 412207

Hi Team,

With an utmost disappointment making a complaint that DMart Ready pick up point which is in Wagholi is not ready to refund the amount and making us running from pillar to post.

I am the regular customer of DMart and purchase Goverdhan 1 ltr Milk Pack 3-4 times a week.
Recently I purchased a milk pack on 25/05/2024 which got spoiled however not made complaint with an intention that this would have happened once in a blue moon, but to my surprise when I purchased the packet on 27/05/2024 the result was same.

I made a complaint to DMart Customer Care where they lodged the complaint for both the days and clearly stated that to keep the Bill invoice and pic of the spoiled milk for reference to initiate refund of INR 100 (INR 50 x 2) which I kept it.

After a day a officer called me in the evening hours and informed that to visit the DMart point and can collect the refund. Fortunately I was near the pick up point only hence went to the authorized person and shared the reference number and also made the person talk to the customer care guy. But unfortunately the person denied to refund because I did not kept the milk pouch. When I stated that the customer care guy did not told me to keep the pouch and only asked to keep the invoice and snap of spoiled milk. The person spoke to the Customer Care officer but still he kept quite and made me stand and was continuing doing his work ignoring me. Later after sometime when I asked then he said that he can process refund irrespective of Customer care team send a mail to the pick up point to refund.
I again made a call to the customer care and informed about the issue. The team again investigated and after a day I got a call that the issue with pick up point is sorted hence to visit and collect the amount.
My wife visited the pick up point and shared the reference number but again the same story.
People standing over there seemed like we are begging the DMart to give INR 100 from their pocket.
Again the complaint was made to the Call center team and again after a day I got a call to visit the pick up point but Sorry this time I do wanted to wait and requested the officer to ask the authorized person from Pick up point to call me and inform to come and collect the amount. The officer assured to highlight the issue to senior management on Friday but I dont what happened after that.

This is now going into my nerves as there is no co-ordination between your internal teams itself. CC team says the refund will be given hence to visit the pick up point and the pick up point says they will not process refund and made me run twice and seemed insulted in-front of the other customers.

Request your intervention to take an action on Mr. Patil (authorized officer) and refund to be initiated along and I also demand Compensation for the loss of reputation and stress.

Feel free to connect with me for any discussion you want and expect the quicker resolution of this case else I would be forced to write to consumer court.

Regards
Srinivasan
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