Liberty Shoes — False Commitment regarding product guarantee and life

We had bought liberty product in beginning of April 2021 for Rs. 2, 499/- and it could survive just for 4 months.

At the time of purchasing it, we had been informed by the showroom salesman that although the product is having guarantee of 6 (six) months only, we will be able to use it for years to come and shall feel boredom with the product as it shall be so long lasting.

However, in the first week of August 2021, its sole had a major crack. You will appreciate that even a local product worth Rs. 500/- lasts more than 6 months. Whereas product of liberty, the brand, could not run even for six months.

When the matter was brought to the attention of the concerned showroom, they told us to submit the complaint with the company on the customer care number and/or by email given on the box of the product. Accordingly, I submitted the complaint on customer care number as well as by email on 15.08.2021 sending copy of purchase bill as well as photograph of the product. Subsequently, reminder was sent on 24.08.2021 and on 30.08.2021. However, realizing the fact that the company is not responding despite various follow ups through phone call as well as emails, the matter was brought to the attention of Mr. Adesh Gupta, CEO of the Company on 04.09.2021 but again did not receive any response. Thereafter, reminder was sent to Mr. Adesh Gupta on 15.09.2021 informing that in case I do not receive any response I shall be left with no option but to submit a complaint with the consumer forum.

In response, I received a phone call from the company on the very next day i.e. on 16.09.2021 stating that company can give two options in such cases- either the customer can get refund of 50% of product cost or credit voucher can be given for 66% of product cost which can be utilized for getting product of the company. With an intent to put the matter to an end, we gave our consent for 50% refund and shared paytm details with the company official, who promised that refund shall be credited by next morning.

However, we did not receive the refund and we tried to contact the said company official but she did not take our call and did not reverted even thereafter. Finally, we send her a message on 19.09.2021 asking for the refund and she reverted on 21.09.2021 informing that the condition of the product revealed as if we have used it for many years. in response, we replied on 21.09.2021 stating that the product was bought the beginning of April 2021 only then how it can be used for many years. we also asked her to convey company's final decision for refunding the amount promised i.e. 50% but She did not respond.

Finally, on 24.09.2021, we wrote to Mr. Adesh Gupta, informing him the situation as under:

"Dear Mr. Adesh,

With reference to my earlier mails, I regret to bring to your kind attention that despite commitment by your official on 16.09.2021 for refunding the money, neither I got the refund till now nor she felt the need to respond in reply to my reminder sent on 19.09.2021. Rather on 21.09.2021 an attempt was made by her to hold me responsible for using the product for many years although it was bought by me on 04.04.2021 only, which made it apparent that Liberty's product could not last even for 4 (four) months.

The aforementioned clearly shows that the company does not have any goal to achieve customer satisfaction and is therefore not willing to discharge its responsibilities towards its customers despite specific commitment.

I preferred to send this mail to you as I felt it is quite reasonable to bring the matter to your attention, you being the pilot of this Titanic. I once again express my deep regret for the same which is forcing me to move ahead towards the consumer forum."

Hence, we have made all possible efforts over a period of last more than one and half month, but the company is not willing to resolve the matter despite commitment made by it.