Spencers store, Pacific Mall, Gaziabad
I wanted to purchase a fridge. We narrowed down our choice to Samsung brand. After much leg work we found that Spencer’s store, Pacific Mall, Gaziabad was giving the best deal. Everything was finalised and full payment was made, with a promise that the fridge will be delivered next day by 12 o’clock noon. Now the ordeal started:-
Day 1 to 3 already posted
Day 4 (29.8.08): I called up the salesman at 1:00 PM. He said that his duty starts at 2:00 PM, so he will let me know after that. It is 3:30 PM, no call from them. I am still waiting. At 4:30 pm I called the customer care and told them the whole story. I told them I want the refund or the fridge today. She said I will check it up and revert back. She called me up and promised me that the fridge will be delivered today and will be replaced after 7 – 10 days with fresh one. When I asked them how do I trust them. They said that they are a big organisation and I need to trust them. I said after all what happened, can I trust them. I said, I want in writing that if the fridge is not replaced in 7 – 10 days they will refund my money. They agreed to it as a special case. I thought my ordeal of getting fridge from Spencer’s is over. 9:30 pm, no sign of the fridge. I call up the salesman and he said that there is some problem with the delivery and it will be delivered tomorrow. When asked about time he said it will be delivered by 1:00 PM. Till now I have been talking to salesman or customer service. I was calling them up, no one from their side took initiative to call. No higher up person deemed fit to talk about it. I also sent an email to their customer service in Calcutta. I got a reply from Calcutta, that they will “liaise with appropriate department in the mean while to resolve the issue to your satisfaction.”
Day 5 (30.8.08): Saturday morning, service engineer from Samsung visited my house and said that I have registered a complaint with them for a fridge. I was shocked. I haven’t received the fridge and service engineer has visited to rectify the problem. I also got a message on my mobile regarding the registration of the complaint. Then I came to know that Spencer’s had registered a complaint on my behalf that fridge is not working properly. This was the last straw. I called up the salesman that I do not want the fridge and I want the refund. I insisted on it. Then for the first time floor manager called me up and said that they are sorry about the trouble and I should accept the fridge. He said he will make sure that it is replaced within 7 days. When I said how do I trust them? He said ‘believe me!’ I said, you still want me to believe him. Then I told them that I will accept the fridge with following conditions: a) I will not sign the delivery challan and I will not give the old fridge. This will be done only when I receive the new fridge after couple of days. He agreed. Then he called me up after some time and said that this is not possible as it is not their policy to deliver without abovementioned things. I said I want refund and finally he agreed.
I went to their showroom to collect the refund. When I reached the showroom, their Category merchandiser (West UP) met me and told me that he was sorry about the whole affair and as a goodwill gesture he offered me an upgraded version of the fridge, without me paying any difference. He promised me that fridge will be delivered by evening or maximum by tomorrow. In the evening the fridge arrived. My wife emptied the old refrigerator while the delivery boy was opening the fridge. My 10 year old kid was excited to see the new fridge and was asking questions about it. Lo and behold the fridge was taken out of the packaging material and I was shocked to see a downgraded version of the fridge. Imagine, they again goofed. I was speechless. I called up category merchandiser and told him that I will not accept the fridge. He said ok and I returned the fridge.
Day 6 (31.8.08): It is 11:00 am. I am waiting for their call. No one has called me till now. What should I do. Any suggestions?
I feel that Spencer’s is selling seconds goods.
