May 06, 2013 02:53 PM
11344 Views
(Updated May 06, 2013 09:20 PM)
This is to inform you about the serious leak of customer information from the hands of a Croma Store Manager from the Bangalore Indira Nagar branch.
On 27th April, a purchase was made in my name with my address details, my phone number and email id in Bangalore. I am based out of Pune and on the given day I was in a remote town of Andhra Pradesh. I was shocked to see the e bill copy on my email id. I did not do any purchase. The purchase receipt shows my personal details. The day prior my credit card was also lost. I immediately called up the Croma customer care and lodged a complaint. I was assured I would get a call back with 24 hours, which obviously took around 72 hrs. And you say the call is of top priority to you.
Next, I had sent one of my friend from Bangalore to Croma Store, there apparently the whole mystery unveiled. The store manager also has the name ANKIT KHANDELWAL. He eventually purchased the stuff mentioned in the bill. While recording the bill, name was selected and was not cross verified and the bill was generated in my name. I have a history of purchase from Croma last July 2012.
Now, I requested Ankit Khandelwal, the store manager to sent me a written apology about the mistake in handling the bill and that the purchase was not done by me to which he responded that he would get sent me one in 24 hrs. The mail never came yet as of today.. Plus, he was rudely handled my friend who went to verify the facts trying to bully him saying where does he stay and what is his business in the most gruesome tone ever. This is the behavior of the store manager..
This leaves me with few open questions about the customer details security with Croma.
1) How easy was it for some one use my personal details and get away with a purchase. The purchase was made for a camera on my name and address. I was not there. Had this been used for any antisocial activities and the bill was found there, I would have fallen in serious trouble..
2) The carelessness of the cashier who billed the amount as he was feeding the data for the bill generation, did not cross verify the name and contact number of the customer who made the purchase. He simply selected the 1st name that popped out.
3) The purchase was done by the store manager, Ankit Khandelwal, who did not do the basic check of the bill after he made the purchase? How does he plan to take the warranty forward then? I had even received messages of Croma stating the home delivery of the product.
4) The rude behavior and the bullyness shown by the store manager to my friend who went to verify the facts. Why? He apologised me verbally but I want a written apology. When the bill was a written on, why not an apology?
5) No apology or acknowledgement sent by Croma Store Manager or the Cashier when infact I have repeatedly asked for one. Its been more than 72 hours and everything seems to be cool with them. I had two calls with them. One with Store Manager and another with the cashier.
I am seriously shocked by this particular incident and was a serious and immediate action to this. I was out of station since 26th April - 1st May.
I want the senior management to be aware of this incident.
I want an acknowledgement to this mail."
Update 1: Yesterday evening I received the call from Croma Indiranagar Store manager Prem Sai. I asked him about the update and he said me that the entire store has been warned especially the cashiers. The bill was refunded and new bill has been issued. But I didnot get any written confirmation and apology from their end. He said he was not authorized to do so.Its been 7 days since the issue opened. I requested him to give me the email id of the person in authority so that I can mail them. After conversation with his seniors, he has just sms'd me the Zonal Manager and Area Manager. Yet no apology mail.
I have all the neccessary evidences, screenshots, invoice copy, FB responses by Croma, Sms.
UPDATE 2: The written apology mail from the Indiranagar branch of Croma has been received. Thank you!
