Duty Free Shop — Urgent Escalation: Misrepresentation of Discount & Refund Required Second Incident

Address: Delhi Duty Free Division Address: Aero Hub @ Cargo City, First Floor, Public Amenities Complex (PAC), Near Cargo Gate 5, Indira Gandhi International

Dear Team,

I am writing to formally escalate a very serious issue regarding my recent purchase on 9th Sept from Delhi Duty Free at IGI Airport.

This is the second time I have faced the same issue with thier staff, which is extremely disappointing and raises serious concerns about how discounts are being communicated and applied to customers.

At the time of purchase, thier staff clearly informed us that a 10% discount had been applied. We trusted the information provided by your staff and proceeded with the purchase.

When we asked for the physical bill, we were informed that it could not be generated/retrieved at that time due to a network issue. Your staff specifically told us that we could scan the bill at home and retrieve the details later. Based on this assurance, we left the airport without verifying the final calculation.

However, after reaching home and reviewing the bill, we were shocked to find that the actual discount was nowhere close to the 10% that was represented to us.

Product Original Price Discount Effective Price
Singleton 12, 480.00 ₹4, 490.00 + ₹289.91 ₹7, 700.09
Calvin Klein IN2U EDT ₹3, 390.00 ₹123.00 ₹3, 267.00
Calvin Klein One EDT ₹4, 520.00 ₹164.01 ₹4, 355.99
Chloé Signature EDP ₹10, 470.00 ₹379.90 ₹10, 090.10
Burberry Goddess Mini ₹210.50 ₹210.50 FREE
Burberry Goddess Mini ₹210.50 ₹210.50 FREE
Free Gift Coty ₹291.99 ₹291.99 FREE
Ritter Sport Chocolate ₹520.00 ₹14.97 ₹505.03
Ritter Sport Fine Milk ₹460.00 ₹13.24 ₹446.76
Ritter Sport Honey Salt ₹520.00 ₹310.00 + ₹14.97 ₹195.03

The bill separately shows “Buy any 3 @1190/-” with a ₹310 discount for the Ritter Sport chocolates. So the ₹195.03 effective price for that particular chocolate should be explained as part of the 3-for-₹1, 190 promotion, rather than treating the ₹310 as an ordinary standalone discount.

More importantly, several of the discounts shown on the bill are promotional/free-gift adjustments, while the overall discount communicated to us at the counter was represented differently. This is not what we were led to believe when making the purchase.

What is particularly unacceptable is that this has happened to me for the second time. A customer should not have to independently audit a bill at home to determine whether the discount promised by your staff was actually given.

I therefore requested the mentioned below following:

Immediately review the complete transaction and the discount calculation.
Provide a clear item-wise explanation of how the 10% discount communicated at the counter was calculated.
Explain why the physical bill was not provided/retrievable at the time of purchase and why we were asked to check it later.
Refund the difference if the promised 10% discount was not actually applied.
Investigate the staff involved and clarify why the same issue has occurred for the second time.
Provide a written confirmation of the corrective action taken.
I want to make it absolutely clear that this is not merely a query about a discount. It is a matter of trust and transparency. Customers rely on your staff's representations when making purchases, particularly at an airport duty-free counter where there is limited opportunity to independently verify pricing and promotional calculations.

I expect this complaint to be treated as a formal escalation, not as a routine customer-service query.

Please investigate this transaction and arrange the applicable refund at the earliest. I would also appreciate a written response explaining exactly what went wrong and what action Delhi Duty Free intends to take to ensure this does not happen again.

I am attaching the bill for your review.

I look forward to a prompt and satisfactory resolution.

Regards,
Raghav Dogra /Arun Kumar
[protected]