Pantaloons — Unprofessional customer service

Address:

Mumbai City, Maharashtra, 022

We've been a regular customer of Pantaloons. The staff at Pantaloons stores has never been welcoming and warm like the other brands right since the start. But they never made it obvious, like the did this Wednesday afternoon. We visited the High Street Phoenix Pantaloons store earlier this afternoon. Since quite a few visits in the past, we've not been satisfied with the attitude of the staff, specially in the Men's section on the 2nd level.
A customer comes with a specific purchase intention in mind and intends to get done with the purchase as quick as possible. Your staff is just not accommodating to the customers and the behavior is absolutely unprofessional. More than a dozen of them are just loitering around the shop floor, talking amongst each other and their friends as well (I assumed non-uniformed persons to be their friends). They fail to recognise that a customer is looking for something. Not only about recognising, even after a customer shouting for assistance, most of them are outsourcing it to others, just simply stating that they do not know anything about that specific brand.
This above matter literally wasted 1 hour of each one of our time. There's absolute lack of knowledge about the garments, and no courtesy to help when a customer is willing to try. We had to scan through the shelves and find the right size and had to open the shirts ourselves before trying them on. The staff was just standing there, looking at me, still not bothered. This is what a customer at Pantaloons has to do? Is it?
I believe there are 12 cash counters in the store across all levels. Out of all 12, only 3 were operational, two on the ground floor and one on the first floor. The last thing I'd expect after shopping would be to face such an issue. There were customers literally waiting for their turn to come, and this inconveniance would have been avoided if more counters were open.
While billing, we requested the cashier, Mr. Shah to speak to the Store Manager. Mr. Noor Khan came up and claimed to be the store manager. The person accompanying me and I explained our grievance to him. The sheer attitude and behaviour of Mr. Noor conveyed that he wasn't ready to acknowledge our problems at all. I even asked him to courteously accept the fact and to our shock, he asked me not to our frustration. That's the most annoying way one can acknowledge what a customer is complaining about. Never in my life, would I treat a customer like the way Mr. Noor Khan did.
On observing the customer queuing up, I requested the manager Mr. Noor Khan to kindly open other cash counters. He straightaway refused to do so and asked me to please not suggest him about the store matters. He reasoned it by saying that Pantaloons High Street Phoenix lacks the manpower to man the cash counters. I somehow fail to understand this since we observe dozens of manpower just whiling their time at the shop floor. Even if there's lack of manpower, the manager can himself man the cash counter incase a customer is facing some inconvenience.

Also would like to highlight, Mr. Vinod Kalia is highly unprofessional in the way he handles customer grievances. On mailing him, I receieved numerous phone calls (the recordings of which I have) about how he can settle the matter in 'one-to-one' basis. He was not ready to write a single email from his side of what he proposed in writing.