Hello Sir
This is in regard to the highly unpleasant experience what I have had while purchasing from an exclusive Levi's Store.
I purchased a pair of Levi's Jeans for my mother on the 8th of November 2016, the invoice of which I have attached. The article highlighted of the two articles purchased tore apart from the middle as if the fabric had no strength in it and yes, only after two or three use within fifteen days from purchase. We had been attended by your sales representative Mr. Gulshan (whose name is mentioned on the invoice) at the time of our purchase.
“I completely understand that Levi’s has never ever intentionally tried to cause me such trouble but it is the attitude of the store people that has put me off.”
When the jeans tore apart we took it to the store on 20th of November 2016, to complaint about the adverse quality of the article. Something Levi’s has never intended to deliver to its ever so loyal customer base. We understand that Levi’s stands for pure quality. Hoping that the inconvenience we have faced, will be adhered to sincerely and resolved, we took the faulty article to your exclusive retail outlet i.e. West Wind Retails (P) Ltd., Gobindpuri Road, Yamuna Nagar, Haryana - 135001
We were attended by two of your employees who ensured that the matter will be looked upon and the pictures of the defected jeans will be mailed to higher authorities at Levi’s who will pass the approval to replace the faulty article. Due action will be taken in the shortest period of time and we would be telephonically informed was told to us by your employees and my contact number was taken by them and we left the article over there. Mr. Gulshan was not present that day.
I was surprised as more than fifteen days had passed and no contact had been made with me regarding the matter. Understanding the fact that Levi’s did not ever intentionally caused me the trouble, I myself called the store at the landline telephone number and I was told that the senior authorities had not replied to the request, the store had made to them via e-mails and they would call me back as soon as they were directed by the officials. I made another two or three calls and was given the same answer time and again.
Finally, on the 15th of January 2017, Monday, I myself went to the store and your then store manager Mr. Shekhar, (whom I met for the first time) greeted me and told me that no approval had arrived since the company was busy with discount periods. To my astonishment, this was a rather ironical answer as a company of such huge brand recognition, Levi’s operates internationally with years of experience in Retail sector with huge staff who must be ready all time to listen and act upon the genuine complaints of their customer base. I asked him to provide me with the contact number of his seniors, to which he absolutely refused and stated that he was not entitled to pass on the information. I dialed your consumer complaint department at the same time in the store by searching the number on Google. Till that point of time, the jeans was lying at the same shelf at which I had left it around a month ago.
I told everything to your lady representative over the call, she gave me the complaint number at that time (which I think misplaced at your store due to my negligence) and told me that I will be contacted by company end between two working days, but no reply came from the company end or the store where my number was once again noted by Mr. Shekhar. I was also told by the lady at the company end that no e-mail had been received by them from the store (which was a totally different statement from what people at the store had been saying all time). We left the store totally frustrated by the quality of your service.
I again rang the store on 20th of January, since no contact had been made to me. Mr. Shekhar replied that the replacement approval had been sanctioned from the authorities and I asked him whether I could visit the store on the coming Monday, to which he agreed positively.
Now, comes the time when I am feeling highly disappointed, frustrated and pathetic about my whole experience with you. Please note that a month has passed by the time when my mother and I visit your store on the 23rd of January 2017, Monday. We are greeted by Mr. Shekhar and we ask him whether we can have our piece replaced and he replies in a yes. I can spot 2 employees including MR. Shekhar in your store around 5 pm. After we have selected and finalized the denim that is worth Rs.2799, he tells us that we have to buy only greater than the MRP of the piece we have returned which is a totally illogical and senseless thing as he could have informed us this before we started to select the article but he cared not. And we are also told that since there is no staff in the store he will do the billing on Tuesday after he gets an approval again for God knows what??? Also, my mother asked him if we could buy anything else so that total purchase becomes of greater value, he does not answer and affirms us that he will reply to us the next day and we have not received any phone call from us neither on Tuesday nor Wednesday.
I would like to ask you that if I have paid Rs.3000 for a jeans on the 8th of November 2016, am I so worthless as a customer for Levis that I can’t really get the value of my money till 25th of January, 2017.
Another thing I would like to bring to your knowledge that when I entered the store on 23rd of January with my mother, including Mr. Shekhar there were 2 staff members in the store, one person was attending the only customer present in the store already, and still than we ourselves took out the jeans from the display and tried 3 articles for the fit, since one employee of yours was attending the customer already present and Mr. Shekhar was standing idle at the cash counter he cared not to attend us.
is this how customers in retail shopping business are entertained???
is this how you make customers loyal to your brand???
do you still expect a customer to not tell about his experience, although his money is stuck with you for about 2 months???
highly frustrated
highly irritated
your troubled loyal customer who never wore any other jeans than Levi’s
Levi's India customer support has been notified about the posted complaint.
Jan 26, 2017
Updated by Shivam Ritu Kapahi as i now am totally unsatisfied with the careless way the people at your physical outlet have treated this complaint, i do not want to visit the store again and i want to get a refund for my money. it would be very kind if the company listens to my request.
