I bough a pair of jeans for my daughter on 14/06/2014 (TIN# 23284006639). The MRP for the jeans was Rs. 2599. We redeemed 749 loyalty points (250 points were a promotional offer from the brand) and paid Rs 1850 with my credit card. After just 4-5 days of wearing, the fabric started pilling. My daughter visited the store around 27/06/2014 to register a complaint. The store person took the jeans and informed that he will get back with a resolution within 10 days. However, this did not happen. The store personnel never called. They didn’t even bother to check the status of the complaint unless we called and reminded them. This happened in the midst of my daughter’s move to a different country for employment, which added to the mental and physical agony. After multiple calls, they finally told us, on 13/08/2014, to come and get the exchange the next day. When we visited the store, we were told that we could exchange products only worth Rs.1850 and we will also not be refunded our loyalty points (meaning we lost the 500 points that we had accrued with our purchases). My daughter tried some of their jeans and wasn’t comfortable with the fit of the jeans. The smallest size available with them (26) of all the denims was still loose for her. A smaller size wasn’t available with them or with the other stores in the city. On asking if they could perhaps give a voucher, which we can redeem in the brand’s store in another city (where a smaller size was available), the store personnel informed us that the policy didn’t allow for a voucher or a credit note. The only options that we could exercise was to buy something from the store, whether we liked it or not, take back the defective product or lose the entire amount paid. This response after over 45 days of chasing after them for a simple complaint of a fabric defect is completely unreasonable and unacceptable. Their lack of any attention towards a consumer’s problem shows lack of concern for the consumer.

1. I want the company to take serious action towards improving their consumer grievance processes. Eventually, they should value the consumer more. 2. I want compensation for the product costs Rs. 2499. 3. I want loyalty points to be refunded. 4. I want compensation for the fuel and mobile costs incurred during the follow ups. 5. I want compensation for the mental trauma suffered.

Email Id: anumeha.sinha@gmail