Titan Company — In-appropriate response and no resolution

Address:

Titan Eyeplus store, Titan Eye+,# 9/2183/4, Near Malabar Watches, Opp to HDFC Bank, Sasthamangalam, Thiruvananthapuram - 695010

Thoroughly disappointed by the service and behaviour of the staff.
Recently i bought a spectacle from titan eye care (Titan Eyeplus store, Titan Eye+, # 9/2183/4, Near Malabar Watches, Opp to HDFC Bank, Sasthamangalam, Thiruvananthapuram - 695010) for my mother who is about 80 years
Since they live in Trivandrum and i am located in chennai, i did not want to take any chances and i trusted the tata group companies ( i still do :-))
The temples of your eyeglasses came off in 2 weeks and we visited the store and they said it is a simple problem with the screws and fixed it and assured that it will not happen again.
I even told them that we cannot come back since my parents are old and they cannot travel alone and requested them to check it thoroughly.
They also agreed that this was a defect and not caused by any misuse.

Again after 2 weeks the temples came off and since i was not around, my parents could not take it to the store.
So last week ( for 2 months my mother could not use it), we visited the store again and I explained to them the situation and told them that since this is the second time, the product is defective and it has to be replaced. We had other spectacles from Titan eye care which lasted for 6-7 years without any issues.

The person at the store was very rude and kept on saying that what they can do is only to fix the screw without understanding my situation.
I did not want to waste time at the store and called customer care from the shop itself and explained that i have to travel back in 2 - 3 days and the customer care person informed me that there will be a resolution before that. (They usually say 24-36 hours)
But to my disappointment nobody bothered to call back and when I contacted them back it went to another section and they said they will ask someone from the right department to call back.
A Few hours later someone did call but what that person asked me after about 48 hours irritated me to the core.
He started by saying "let me understand your problem". So even after explaining the problem a couple of times, they were still trying to understand the simple problem.
Not sure how we can trust any brand these days. They don't understand what it means to support an elderly.
If someone from TATA is reading this, please take some action.
Sumesh Sadanandan
[protected]@gmail.com