Marks And Spencer — Defective trouser

Address:

Mumbai City, Maharashtra

Sir / Madam On 9 May 2015, I had bought a black coloured trouser worth Rs 1, 499 (Rupees One Thousand Four Hundred and Ninety Nine ony) from your store at R City, Ghatkopar (W), Mumbai 400 086. I had specially brought this trouser, as I had to attend a meeting with overseas client in the same week. Please find attached the invoice in this regard, for your reference. On 12 May 2015, I wore this trouser for attending meeting with overseas clients. I would like to bring to your notice that I had travelled in my car to attend the meeting. Within 20 minutes of the meeting, the trouser tore off from the bottom (with the stitching coming out), when I was just seated. I went to your store on 21 May 215 and met the cash counter over there. The person at the cash counter informed me that he will need to speak to the store manager and he will get back to me. The person at the cash counter after some time informed me that he will not be able to replace the trouser and at best he could only get the torn part stitched. He informed me that that there was no manufacturing defect and accordingly the store could not do anything for me. When I refused to accept, he called the store manager (Mr Rohan) who reiterated the same thing and kept on giving excuses. He was giving some baseless excuses that the trouser was of long length and hence it tore off and the stitching came out. However, I wish to highlight that I have been wearing the same length trousers all throughout and had never had to experience such a disgustment. I was surprised to hear such a statement and to know that the store is not bothered to take any steps for rectifying the deficiency in service on its part. It is shocking to get such a response from a reputed brand like ‘Marks & Spencer’. I had bought the clothes relying on the brand image and had not expected such a poor quality product from a reputed brand like Marks & Spencer, where the product did not survive even for few hours. I had not paid the amount to receive a defective product, but had relied on the brand image and expected that I receive a product free from any defects. I feel cheated because of all this. Also, because of your defective product, I was made to feel embarrassed in front of my overseas clients, as the trousers just tore off during the meeting. Your store people instead of giving excuses should have looked into the matter, specially considering that the trouser just tore off in about 20 minutes, after being worn for the first time. Since your store could not help, I am escalating the issue. I request you to please look into the matter and get back to me at your earliest convenience. You could reach me on [protected]. Regards Stuti Galiya (Advocate & Solicitor)