[Resolved]  Pigeon India Pvt Ltd — Baby lotion and baby oil poor quality

Apr 22, 2016

Pigeon India Customer Care's response April 22, 2016 To, The Indian Consumer Complaints Forum Re: Reply to the Consumer Complaint dated 13.04.2016 of Ms. Neha Jain Respected Sir, We are surprised to note the contents of the complaint under reference, particularly in the context of the background and discussions that we had outlined in our reply dated April 8, 2016 addressed to Ms. Neha Jain. We deny all the allegations and insinuations made by Ms. Neha Jain in the subject complaint, save and except those, which have been expressly admitted hereinafter. With regard to the facts of the matter, we wish to submit as under: We are a reputed company engaged in manufacturing of products related to maternity and baby care, with a range of products encompassing every need in maternity and baby care. We have our presence in more than 65 countries and internationally, we are one of the leaders in our market segment. Contrary to what has been stated in the complaint under reference, we have already responded to the allegations, concerns/queries of Ms. Neha Jain. We have also explained to her with due proof and concern that our products cannot be and have not been the reason for her predicament. Admittedly, our R&D Manager has spoken to Ms. Neha Jain and has also discussed and responded to her concerns/queries. During the said discussions with our R&D Manager, Ms. Neha Jain was apprised that she had been extensively using some Shampoo for giving bath to her new baby. Our R&D Manager had suggested to Ms. Jain that she seeks doctor’s advice for her baby as her baby’s skin is sensitive. Considering the whole discussions and after reviewing the prescriptions shared by Ms. Neha Jain discussion with our R&D Manager, we have observed following points: 1. Baby’s skin was sensitive even before using ‘Pigeon Baby Lotion’ as the Doctor has prescribed Candid B Cream, through Doctor’s prescription dated September 26, 2015; 2. As per the prescription shared by Ms. Neha Jain dated October 24, 2015, Doctor had recommended ‘Cutisoft Cream’. The said cream is used for treating skin disorders; Therefore, it is clear that the issue was not only sensitivity of the skin. 3. Even after the Doctor prescribing ‘Cuti Soft Cream’ on October 24, 2015, Ms. Neha Jain had started using Pigeon ‘Baby Lotion’ from October 25, 2015; 4. Vide prescription dated November 12, 2015, Doctor had recommended ‘Vaseline Baby Lotion’ and ‘Teddy Bear Soap’; 5. As per email dated March 31, 2016 of Ms. Neha Jain, she has confirmed that she had been using Baby Oil from September 2015; 6. When Ms. Neha Jain first approached our Customer Care Team for her purported concerns, she had only mentioned about the “Pigeon Baby Lotion” being used and not ‘Pigeon Baby Oil’. 7. In none of the prescriptions as referred hereinabove, the Doctors have recommended ‘Pigeon Baby Lotion’ and ‘Pigeon Baby Oil’. It is therefore pertinent to note that from the very perusal of all the prescriptions shared by Ms. Neha Jain, it can be noted that baby’s skin is sensitive from the beginning even before the usage of Pigeon’s products and the baby was undergoing treatment for the same. Further, Ms. Neha Jain has not acted as per prescription of the Doctor. Ms. Neha Jain has chosen to present a completely non-existent, wrong and incorrect picture of the discussions that took place during her all or meeting with Pigeon Team and as outlined in our reply letter dated April 8, 2016. All the allegations made by her, as mentioned in the complaint have been adequately and appropriately responded to vide our reply letter dated April 8, 2016. Please also note that by the action of lodging complaints and posting complaints on social networking sites, Ms. Neha Jain has severely damaged/tarnished the image of the Company. It may please be noted that the products of the Company are manufactured after in-depth study and extensive research by our world class team of scientists. We reserve our right to avail appropriate remedy against such allegation and disparagement being done by Ms. Neha Jain. We, therefore, request you to take the aforesaid facts and settled position on record and the documents submitted with you pertaining to the subject complaint and may kindly close the subject complaint. It is submitted that, all due co-operation, if required, shall be duly extended from our end. Your Sincerely, Pigeon India Pvt. Ltd. (Authorised Signatory)