[Resolved]  Pantaloons Fashion & Retail — non customer friendly systems and processes

Address:

Dwarka, Sector 13, New Delhi, Delhi, 110075

Hello,

My name is Unnikrishnan V. I was out with my family yesterday to shop at Pantaloons store in 'Soul City Mall, Dwarka, New Delhi'.

There was an ongoing offer that if you purchase worth Rs. 3, 000/- you get vouchers worth Rs. 1, 000/-. Now part of my family who were buying clothes for kids went ahead n billed it, while the others were still buying other stuff. In another 15-20 minutes we also went to the billing counter and were told about the offer we said "Yes, our total billing is more than Rs. 3, 000/- and part of it has already been billed few mins back". But to our surprise they pushed back saying the offer is not valid because you billed part already. Mind you, none o[censored]s even left the store and 5-6 family members were all scattered in the store doing their shopping.

This is a clear case of invoicing issue where they couldn't club the 2 separate packets and so called it invalid instead of helping us with a way to avail the offer. So, inspite of technically shopping for over Rs 3000/- we got nothing.

Now, we walked to the customer support desk in the store and were rejected by them too. Then came in a Supervisor (guy wearing specs and clearly oversmart) who again refused to understand the details we were sharing and instead said the only way to avail the offer now is "we will issue you a credit note (as an exchange), and then when you come back and shop for another Rs. 3000, you can avail the Rs 1000 discount. This in effect meant to get the Rs. 1000 which we were eligible for, the store supervisor suggests the customer to shop for another Rs. 3000 the next day.

It is not just a matter of Rs 1000/- here, but it's about the way we got treated at the store and how nicely the folks stuck to just one thing "this is the process sir, ab bill ban gaya, nothing can be done". Followed by the oversmart supervisor who gave us an even bigger idea to shell out more money to get what we were supposed to, in the first place. A snapshot of the invoices is attached herewith.
Is that what Pantaloons offers as a Customer's experience for Brand loyalty?

Look forward to a more meaningful intervention from Pantaloons team to come up with a better solution to this issue.