Jaquar Bathroom Fittings — Not received purchased items, even after 1 Month !

Address:

Kottayam, Kerala

Sri. Rajesh Mehra The Managing Director, Jaquar And Company Pvt. Ltd. Plot No 306, Udyog Vihar Phase II, Gurgaon, Haryana 122016 - India Wednesday, February 05, 2014 Dear Sir, Sub : Non receipt of Ordered Jaquar items - (Model No (s). 29001 – 5 Nos, 15163 – 2 Nos & 39309 – 1 No.) on time, resulting in huge losses to me. Ref : Builders Merchant, (Authorised Dealer of Jaquar) Order Receipt No. 4666 dtd. 2nd January 2014 Worth around Rs. 75, 000/- Apropos our earlier communication dtd. 31st January 2014, we are sorry to inform you that we are yet receive our ordered products, till date and time! To our surprise, we are yet to receive any confirmation regarding the receipt of our earlier letter. However, one Mr. Giridhar from Ernakulam office telephoned on 1st February 2014 assuring delivery of the products within two days. And, in an interesting way, you’ll discover that nothing happened till date. And while you wonder that, I want you to discover that, yesterday, 4th February 2014, I telephoned your Ernakulam office enquiring about the status of our order and one Ms. Shyla answered my call, since Mr. Giridhar was on leave. She requested me to wait till evening to enquire about the matter. I would like you to discover something that at 4 PM, she confirmed her inability to deliver the products and still not sure; when the products can be delivered! Maybe it will surprise you to notice that she advised me to cancel the order with Builders Merchant (your dealer) by retrieving our money and purchase it from another dealer, Cochin Sanitary, Poothotta, Ernakulam Dist, instead of solving our problem. She also informed us that one item, ordered by us is not available with them too, so I have to change that model and take another item from them! “Business needs sincerity and commitment - Rajesh Mehra – MD & Promoter, Jaquar”. We believed your words, Sir. But now we are in deep trouble. We realized how your company employees are serving valued customers! If this is the kind of service we receive at the time of purchasing, we can imagine your after sales service! At first, when we visited your showroom at Cochin, they claimed that they can provide items as per the themes. But later, when we actually selected products by theme and when we approached your dealer for purchasing the same, they are unable to provide those items! Accordingly, we had to change our selection several times to match your stock. I wonder if you’ll be curious, as you notice that they supplied these items in 4 deliveries and still some items are pending! Maybe it will surprise you to notice that now your staff is asking your aggrieved customer to cancel certain orders and buy it from some other dealer, that too, 70 KMS away from our place! We really wonder:  Why such a company like Jaquer, with a global presence in more than 30 countries cannot deliver the purchased products on time.  In all probability, you will definitely agree that the consumers will have to select your products as per their desire and taste and not as per your stock!  Perhaps you wouldn’t mind noticing that if the products are not available at the local dealer’s place, why can’t the company courier it to us on time to avoid such delays.  One of the first things you can become aware of is that it does not require more than one month knowing the product availability status? Now days, any products can be available at your door step, within one week, anywhere from the world!  Perhaps you wouldn’t mind noticing that if a material is not available, isn’t common sense for a consumer to identify that, we have to purchase it from another shop! As a matter of fact, the really important thing is just to be fully aware of that when we are approaching Jaquer with our complaint; we are expecting concrete action to solve our problem. I am sure you’ll be fascinated and feel a strong compulsion to inquire about this incident and take immediate remedial action, at least for the sake of market research. Now, of course, I don’t know for sure what you’re experiencing. But perhaps, you will be wondering why things are happening like this to a consumer in this era of internet. And it’s very rewarding to know that, if desired, all available stocks can be visible to your dealers, online, before placing any orders, to avoid any such mishap to consumers. All that’s really important as an aggrieved consumer, we would like to have a written confirmation about when can we receive the ordered products. Kindly treat this as VERY URGENT and we request you, once again, to deliver the products at the earliest. Anymore delay will cause us in huge losses, as mentioned in our earlier letter too; and as an aggrieved consumer, we may be forced to take necessary remedial actions to retrieve our losses. Thanking you, Yours faithfully, Deepa Suresh (+91 [protected] )