Today I went to the Titan Showroom at Lulu Mall, Kochi to exchange a watch I had bought (on Oct 18 to be precise) as a first anniversary gift for my husband since the strap looked a little too thin for his hand. In what would typical be a 15 min thing turned into a one hour saga.
While I entered the showroom, there was a lady in uniform standing at the door talking on the phone. Since she dint seem to care a customer has walked in, I went over to the next sales technician available who was already helping 2 other customers. He then went over to invite the busy lady to attend to us. While she was still on the phone, she gestured what we need. Told her I want to exchange the watch for the above stated reason. She then took the watch from the box (TITAN gifting box intact, bill and guarantee included) and went on over inside. We were clueless as to where she went. So we thought of scouring the showroom for a replacement and zeroed in on a xylys watch.
At this point she comes outside and mentions, sorry we cannot exchange watches with leather strap. I found this extremely absurd and told her that it is mentioned in the bill that watches can be exchanged within 30 days of purchase and there is no special clause mentioning leather strap watch. After 10 min of argument, she accuses that it is a used watch. Since my husband is in Bangalore and he hadn't come down for the last few weeks, today is when he finally received the gift. On just placing the watch on his hand, we realized the error and quickly replaced it in the cover and went on to the showroom. If that is classified as used, then there should be no return policy as such. After another 15 min of argument, she tells me there are scratches on the watch, which personally I only took notice of when she mentioned it (dint verify during purchase since it was a gorgeous watch) . She claims, we scratched it. Now I had completely snapped. I asked her to connect to her manager who was in a meeting. She went inside and came back after another 10 min just to type 10 nos shabbily on a piece of paper. After calling the manager about 6-7 times, he finally picked up the phone, told my concern and told he would speak with the technician. Meanwhile, I was glancing at the Titan edge watches and noticed one of the displays had a couple of scratches. So i showed them the display model and told how both these have the exact sort of scratches on the body. She walked away with no care in the world. After another 2-3 calls to the manager again, he finally chooses to call back and tell it can't be exchanged. When I asked him the reason, he mentioned scratches on rose gold watches are predominant and hence the watch cannot be resold. To which i retorted asking why they have displayed tampered pieces. He then had the audacity to say that it is a rarity and he will remove that piece ASAP. I was too stunned by the response that I chose to walk out!!!
This is a pure case of breaking the trust of a customer by an otherwise ethical conglomerate, TATA. Selling scratched products, deceiving customers by stating exchange policies that do not exist. You tell me, as a customer of Tanishq, Titan Eye+, Westside, Fastrack (an encircle customer), do I deserve this?
A humble request would be to
a. Train your staff to conduct themselves cordially rather than with attitude, after all I work in a tata organization which follows the customer is king policy.
b. Please verify that the watches are not scratched or tampered with and inform the same in the presence of a customer
c. Since the display pieces are sold as the final product, please add a protective sticker to ensure these scratches don't happen (esp for rose gold ones)
Reach me at : [protected]
Aug 14, 2020
Complaint marked as Resolved Titan Company customer support has been notified about the posted complaint.
Steve here from the Customer Relations team. Always here to help!
Thanks for bringing out your concern, we understand we may not be perfect, but we always strive to make things right for our customers. We apologize for any difficulty you have faced.
As per our records, your complaint was already registered with our call center team on 12/12/2014 and the ticket number is as follows :715714. Your ticket would be addressed & closed at the earliest.
We take pride in our customer service levels. Customer satisfaction is our main goal, and we go the extra mile to ensure our customers are happy. In case you wish to talk with our Care team, please call on[protected].
Sincerely,
Steve