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
12 noon passed by, but no fridge. After calling them up (customer care), I was informed that there has been delay and the fridge will be positively delivered in the evening (by 8:00 PM). (I called up, to find out about the delay. The company never bothered to call up inspite of having my mobile number.) The fridge was not delivered. The salesman did not pick up the phone.
Day 2
We are still waiting for the elusive fridge to arrive. I again called up Spencer’s to find out about the fridge. Again they promised that it will be delivered by the evening. I had to take trouble of finding out about the fridge. The company never bothered to inform me. (I guess they had received the payment so why bother).
The fridge arrived in the evening. When the workers were opening the fridge, I found a dent on the side of the fridge. I talked to the salesman in the store, he said that it could have happened during transportation, so it is not a big problem and I should accept it. I refused. I said that if the new fridge has something like this, then the whole quality is of suspect. The salesman said that they do not have any new fridge and I might have to wait for 8 – 10 days for the fresh piece. Then he said he will check and update me tomorrow about the latest situation.
Day 3
No news from them. The customer care called me up to find out about the installation in the evening. They did not know that fridge has been returned. (So much for their internal communication). I told them the whole story. They said that they will look into the matter and get back to me. They called me and told me to talk to the salesman. (customer service?). I did. I did not have any option. I am a customer so it was my duty.
The salesman told me that they have a new piece and I should check it out, before they despatch it to me. I asked him is it new or it is the ‘display piece’. He assured me that it was a new piece. So we went down to Spencer’s again and they showed me the piece. It had scratches on the door, and the door handle. It was a display piece. I refused again and said that either you give me a fresh piece or refund my amount. It was already 9 in the evening. I told him that I want to speak to someone higher up. I was told that everyone is gone home and he will get back to me tomorrow.
Day 4 (29.8.08)
It is 2:30 PM, no call from them. I am still waiting. I will keep you updated about the latest….
I feel that Spencer’s is selling seconds goods. The quality of the fridge is suspect. The same fridge we saw in other showroom did not have any problem. They are not able to say why the new fridge will take so much time to arrive. Other thing I learnt is that never pay by credit card. Since I had paid full amount by credit card, I was stuck.
