Shoper Stop — complaint regarding false warranty assurance and deficiency in service allen solly purse purchased from shoppers stop, orion mall

Address: Shoppers stop, orion mall panvel

I am Sumit Morbekar filing this complaint to raise a serious issue regarding the false assurances given to me at the time of purchase of an Allen Solly purse from your Orion Mall, Panvel branch on 25.12.2025.

I had purchased an Allen Solly purse for my sister worth Rs. 3, 649/- during a Christmas sale. The purse had a golden chain handle, and before purchasing the product, I specifically raised a genuine concern regarding the durability and colour quality of the golden chain handle with the sales lady present at the Allen Solly section.

The sales representative assured me that the product carried a 6-month warranty and specifically informed me that:

1. If there was any issue regarding fading of the golden colour, stitching, or zip defects, the product would either be replaced; and
2. In case of fading of the golden chain handle, the same would be polished and returned within 6–7 days.

Only after receiving these assurances did I proceed to purchase the product.

However, within approximately 4½ months from the date of purchase, the golden chain handle started losing its colour. Since the product was still within the represented warranty period of 6 months, I approached the customer care desk at Shoppers Stop, Orion Mall Panvel on 13.05.2026.

To my utter shock and disappointment, the customer care representative, Mr. Sakharam Atbaile, refused to provide any assistance and stated that:

• No polishing service is provided for such products;
• The product cannot be replaced; and
• Since the purse was purchased during a sale, the warranty period stands reduced to only 3 months.

At no point during the purchase was I informed that sale products carry a reduced warranty period. Had such material information been disclosed to me at the time of purchase, I would never have purchased the said product.

Further, when I requested details regarding the sales representative who attended me on 25.12.2025, Mr. Sakharam Atbaile first stated that the concerned sales lady was on leave and thereafter contradicted himself by stating that no Allen Solly salesperson was present at that time. This clearly indicates misleading and evasive conduct on the part of your staff.

To verify the authenticity of the explanation given to me, I visited your Seawoods branch on the same day and casually inquired with another salesperson regarding reduction of warranty for sale products. The salesperson laughed and stated that such reduction of warranty merely because a product was purchased during a sale is not normal practice.

The conduct of your Panvel branch staff amounts to:

• False assurance at the time of sale;
• Misrepresentation and unfair trade practice;
• Deficiency in service; and
• Misleading consumers regarding warranty terms.

I therefore i filed this complaint for

1. Replace the defective purse; OR
2. Provide proper repair/polishing service for the golden chain handle as assured at the time of purchase; and
3. Provide written clarification regarding your actual warranty policy applicable to sale products.

I request you to resolve the grievance amicably at the earliest.

Regards,
Sumit morbekar
[protected]@gmail.com
[protected]/ [protected]