I’m an Indian citizen currently based in the United States. On my last visit to India, I bought a sofa set and coffee table for my parents from the Godrej Interio showroom (“Girnar”, 11, Biren Roy Road – West, Behala, Chowrasta, Kol -8) on 22nd November 2013. Mr. Debjit Debnath was the Sales Executive. The items were described as “Carbo Sofa Set” (3+1 +1) and Helix Coffee Table in the Order Confirmation Form. I left India soon after, and the above items were being used by my parents as a living room sofa set and coffee table. Within three months of purchase, the leather/outer covering of the sofa set started to break up, and spots of breakage on the leather/covering material started showing up. By six months, these cracks on the outer cover were multiple, and on all sides and surfaces of the set. All of these spots appeared spontaneously, and without any external source of damage or injury or accidental exposure to any chemical. Many of such spots of breakage of the covering are even on the back side/parts of the sofa that are away from the sitting area – thus, even “normal wear and tear” cannot explain such changes on the covering material. In addition to above issues with the sofa set, the glass cover over the coffee table appeared to be wobbling soon after the time of purchase and in June this year, the glass top got spontaneously dislodged and fell over my father’s foot. He got hurt, but fortunately it fell on an angle not to cause any permanent damage or fracture. My father is a retired government official, and his and mother’s health condition do not permit them to pursue issues described above with repeated visits to the Store or phone calls. Thus, on my return to India this year in October, we called the Store from where we purchased the items, and lodged a complaint. We followed the instructions provided by the Sales Executive, and registered the grievances with appropriate authorities. Our initial request was to either replace the product with a different product of similar value or give our money back. Despite our repeated requests and phone calls, there has been only one visit to our house from the Godrej team during last week of October, and no further action taken, although “follow up action” was promised within one week of the visit, which is more than ten days now, as I write the letter. Moreover, although the person who came for the house visit was told about issues with both the Sofa set and Coffee table, in the follow up calls, only Coffee table related issues were found to be registered by Godrej. We are not sure why. Previously, our calls of complained were registered via return SMS from Godrej (SMS1: call no. K1710454952, Secret code 470, 17 Oct, Time: 15:01:10; and SMS 2: call no. K3010456090, Secret code 855, Sent: 30 Oct, Time: 18:31:06.), but no assurance of proper follow up action was taken by the time-lines promised. The purchase bill of is attached with this complaint.

Under these circumstances, we are requesting immediate intervention for the harassment we are going through. To summarize: 1. There has been tremendous mental and physical harassment for the past 6 months/so due to the poor quality of the purchased product. Embarrassment with visiting guests who sat on these Sofas or used the Coffee table, dissatisfaction with a purchased product, and health risks of the loose table top falling on the foot of my aged father are too name a few. 2. An unprofessional attitude from the Company of these items has been particularly disturbing. It is extremely frustrating to observe the repeated failure to keep up with the promised time-lines of action-to-be-taken. We have been repeatedly promised about date/s of visit to our house to check the condition of the product, but on multiple occasions no one turned up. We have lost precious time in waiting in vain. And when the staff finally arrived, the follow up action has so far been non-existent. 3. The total cost of purchase of the products (Order Confirmation Number 217815, dated November 22, 2013) was INR 46,706. We demand the return of the entire sum of money, along with a fair compensation for the intangible, but invaluable costs of the harassment suffered by us, as described in the above two points. Please note that the items were still under the one year warranty when these complaints were lodged. 4. We also request for a formal communication of apology from the concerned authorities of Godrej, taking responsibility of both the poor quality of the product, and also the absolute lack of professionalism in customer service with repeated failure to turn up on promised date/time, and inconsistent messaging and replies to specific notes of complaints. We will decide about our future course of action based on your kind follow-up to the above described situation, and necessary intervention.

Complainant Information
name- ASB