Shoppers Stop — Casio ladies watch with defects, denial of service

Address:	Gurgaon, Haryana, 122015
Website:	www.shoppersstop.com

Hi Team, This is to bring into your notice, with the highest priority, about the torturous customer experience we faced at MGF Gurgaon Mall outlet at Shopper Stop. We had purchased a Casio Ladies watch on 19th September 2015, which we realized had a minor glass defect (apparent scratch-like pattern) and thus came back with the product on 24th September 2015. We had complained about the issue to the customer care representative at the MGF outlet of SS, they handed over our case to Retail Manager, Ms. Rachna Gupta. Ms. Rachna was unbearably insolent towards us, and completely refused to address our issue. Later, on our pleading request she somehow agreed to send our watch to Casio for further intervention. Now this is what happened next: 1) We submitted the watch and were given a 35 day return assurance. 2) On 1st October i received a call from Casio that the upper part of the watch would be completely replaced if we'd pay rupees 500 extra. 3) Highly perturbed by Ms Rachna's denial of service and ruder behavior, we agreed for the payment of extra 500 rupees. 4) On 1st October itself the Casio respondent replied that he will deliver the watch within 15 days, starting 1st October 2015. 5) Ever since our approval of getting the watch fixed(which ideally should've been on the expenditure of SS), till date Customer care at MGF outlet of SS did not even care to take any follow-ups 6) It has been 20 days since and still our request has not been taken care of. 7) Finally today(19th October 2015) we called the Customer Care again, only to get a response that the watch will take additional 10 days to get fixed as no follow up was taken by them. 8) Highly infuriated by the negligence of Ms Rachna and her support Staff we simply requested the watch to be delivered back to us without any fix. Not only did Ms. Rachna not pay any heed to the problem we have gone through, but also she has mentally tortured us by giving a lecture on, "how to be a good customer". More gruesome was the fact that she threatened us to disconnect the call as she could't bear the dis-pleasure of a customer. 9) She further added that it has not been 35 days that i should complain about this issue! We are highly infuriated by her unprofessional behavior and rude antics for the end customer. I don't know what else to expect from this store at MGF while people like Ms Rachna continue to bully end customers. Conclusively, it was just 1 day that the watch was worn and upon the careful glance of identifying the issue and submitting the same to MGF outlet SS, we were shown no trust of a good customer-centric approach; the ordeal of 26 days still continues when no one is interested in resolving our issue, instead being lectured that we need to wait for 35 days! At this point, i have lost all faith in Shopper Stop by the treatment we've received. It was just a matter of 500 bucks but i have been coming back and forth from all the way to Gurgaon from Delhi and calling up the team innumerable times. Looking for a fair-decision maker at SS (if there exists any) thanks and regards Highly Frustrated Gaurav Kumar