I have been a loyal customer to Turakhia for quite sometime now. My Late father once beleived in their customer orientation, quality and service. He was a regular in their modest beginnings in Broadway, chennai in the 60s and 70s.
We are regular with them in our fiamly and extended family. I personally have bought quite a few eyeware from Turakhia over the years, atleast in the last 5 years I have bought two sunglasses worth over 5k each. Power glasses one worth 7500, A Lacoste frame Crsial lens which I lost and had to upgrade to another one. A Guess Brand Bronze frame, progressive, photochromatic, antiglare, antiscratch Esilor/Crisal lens, cost me over 17k. I trust a Turakhia sales person, a warm gentle and caring individual and frankly go by his advise.
This is when the series of trouble began.
There was a ghost image that cameby always when I used my new glasses, especialy when viewing a bright object, It was brushed aside stating I am getting bed in with progressive technology and will adjust for it. Oops is it a technology shock for me, or is it changing Turakhia.
The case given to me did not fit the glass, I had to get back to them and was promply given a bright yellow Turakhia case, I had to politely decline showing no disrespect to turakhia brand, but preferred a 'Guess' case. They wanted sometime and ofcourse they replaced.
3, I was given a voucher for Rs 2000/- to buy any product. Unfortunately, twice when I turned up at the store, I could not get a good pair of shades for my wife so sought time for redeeming vouchers quoting my overseas travel. Turakhia have a process of routing all gift vouchers to the store where u buy the glasses originally.[ I had to buy my power glasses at Cathedral road outlet as my prior ones were from there and also for the range in the store]. So had ot go all the way for gift voucher redemtion as well, despite having a store in my backyard at Porur.
- When I finally came by in Match of this year for redeeming the voucher, I was promply refused as I was late by six weeks. I told that I had sought the extension approval due to my overseas travel and prior times I could not have the range and was also advised the range would be fresh in a few weeks then. All this was deftly brushed aside and said that the 2000 rupee voucher is of no value anymore.
At this insyance the 40-50 year assosciation my family had with the brand for trust, service and quality went to dust, Obviosuly there is Lawrence & Mayo and other new players, but this brand stood for something.... personal connection..
- Above all, when I asked them that since the case was not fitting and had to be replaced, can they consider billing the transaction again as I could avail the tax benefit given the glasses are for medical reasons. I could have been refused though the 'Sales return' process exist quoting process, I was suggested to alter the date in my bill to avail my benefit by the store manager or one that appeared senior who was extremely curt in refusing my vouchers and dismissing all his employees' commitments.
This one approach sounded so unethical, crassly differnt from what we beleived this brand stood for.
The old Turakhia team that much of the sales force still is very differnt from this new 'business first' management
We are past this brand now but I always want to let know whoever is intersted of the path. Maybe, it is strategy to not be be so ethical, isnt the cliched "Business ethics an oxymoron" so apt.
