[protected] Forwarded message[protected]
From: shashank jain <[protected]@gmail.com>
Date: Sun, Nov 16, 2014 at 3:36 PM
Subject: Re: Fwd: Re: Hush puppies || Shoe EXCHANGE Required
To: Customer Service <in-Customer.[protected]@bata.com>, [protected]@bataindia.com, [protected]@bataindia.com, customer.[protected]@bata.co.in
Dear Hushpuppies and Bata Team,
Please refer my complaints with Email Query Reference number: 243428 on Wednesday, July 23, 2014 4:52 PM ; my mail dated 21 Oct 2014 01:09 and my further several written and oral communications.
I am a loyal customer and strong advocate of hushpuppies and Bata since 20 years and take pride in using its products, but now I really feel that both hushpuppies and Bata doesn’t deserve to be brand. The pathetic customer service and inferior and shoddy quality of your product not only caused me a monetary loss but because of all this I am facing mental and physical harassment.
I purchased a HP Shoe model no. - "8246825", SIZE – 8 from your authorized and Exclusive Hush Puppies store, shop No. 133, 1st Floor, Ambience Mall, Gurgaon, Haryana, 122001 in Dec ‘13. To my surprise the shoes started to wear within 6 months of purchase and a hole was formed in the sole, I found it strange and immediately contacted your customer care representative and explained the issue. After seeing the shoe condition, HP declared the shoe as unfit & advised me to contact the exclusive Hush Puppies store from where I had purchased.
When I contacted the showroom (Hush Puppies Store, Shop no. 133, 1st Floor, Ambience Mall, Gurgaon), Instead of exchanging the product with full amount I was compelled to purchase a new product, Model No: "8246826", SIZE – 7 (Bill/Cash Memo No.: 28-07-14/1/[protected], by paying an additional amount of Rs 1319. To my surprise even the new shoe began to wear in less than 2 months but now in different fashion. I once again contacted the customer care and mailed images of the same and requested for full refund. My subsequent communications both written and oral regarding the refund/reimbursement went unanswered and you didn’t even care to acknowledge the same.
Please note the following facts.
1. I chose a premium brand like hushpuppies because of its brand, trust and commitment towards quality, considering my last two experiences I believe purchasing a shoe from a smaller brand with much lower market value would have been a better option. What is the use of purchasing such a premium brand new product by paying a premium price?
2. Both the shoes had a manufacturing defect that is inferior quality was used and was unfit for selling then why it was sold to me. Don’t you have any quality standards and checks for the same?
3. Why the customer has to get harassed for the defective, inferior, poor and shoddy quality of product which is entirely company’s fault, mistake and responsibility. Buying your defective and poor quality product, going to your exclusive outlets, customer care centers and calling your representatives each & every time accounts for both monetary and non monetary cost. Doesn’t company realize what customer is going through?
4. Why after my several requests I was not connected directly to the concerned person’s who had authority to take decisions in this matter. Are the customers so insignificant for Hushpuppies and Bata that the concerned persons don’t want to resolve the issue?
5. Why it was every time I followed up through written and oral communications with the company and none of the executives contacted me. Why was I forced to buy higher value product by paying the additional cost and I was not offered the same product or full refund for the billed amount.
The same was bought to the notice to you through your customer care representatives but you intentionally chose to neglect and ignore it and chose to remain oblivious to the fact that your customers have put their hard earned money and valuable time in your product just because of company's Brand value. On the other hand, you tried to dupe them by supplying defective and inferior quality products through your spurious and forceful services just on the pretext of your policy.
Please note, because of this incident I am facing lot of physical, mental and financial harassment in addition of being deprived of my hard earned money and my rights. I felt cheated and deeply hurt because of the actions and inactions of your organization. Also note, I once again request you to replace my defective shoe with a brand new non-defective same product or to return my money within 48 hrs of receipt of this mail.
Failure to comply with the requisitions will force me to take legal action against you and your company representatives.
Yours Sincerely,
Shashank Jain
[protected]
[protected]@gmail.com
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