Kalyan Silks — Customer care personnel wasn't ready to accept the damage on the product bought

Address:	68001
Website:	kalyansilks.com

Order no: #[protected]
Date of purchase: 18/07/2016

I made an online purchase on 18/07/2016 from kalyan silks. The purchase was a gift for my mom and it was a saree for rs4300. The package was delivered on time but unfortunately there were damages on the saree.

I am not here to complain on this. I understand that these things happen in rare cases but i would like to report a complaint on the customer care personnel whom i contacted to report this issue. This is how it happened :

I called the customer care to report that there is a damage in the saree. She asks me to send the pics. I send it in a few minutes. Then she says that this is not damage but a design and is expected to be like that. I may not be an expert in sarees but my wife for sure is. She took over the phone and tried to convince them that this cannot be a design but the customer care personnel was adamant that this is a design that we are not aware of and she has seen many in the kalyan silks showroom in trissur. She then gave me an option to replace the saree in any nearby showroom.

I requested her that my parents are aged and cannot travel to trivandrum on the fly as we are put up in kollam and they would need some one to drive them there (I stay in us and did this purchase as a surprise gift for my mom). Her response to this was there is no damage in the product. If you want to exchange you need to do it one week.

Finally my dad arranged a cab to showrom and when they showed the damage in the trivandrum showroom, the manager in there accepted it to be an uncompleted stitching on the saree and they repaired the same for me in 45 minutes.

My point in here is that customer care people are so adamant that they are not ready to accept the mistake on their side. This is just not acceptable.

Long story short, my surprise gift to my mom was a total failure. Thanks to kalyan and their amazing customer care.