Complaints India

Dear Sir/ Ma\'am,

My name is Alok Tanna working with Mercedes-Benz (Passenger Cars Division). My contact no is +919892817817, residing at Dombivli, Thane.

This is with reference to the claim Invoice NO:A1C00145, dated 08/07/2011 for exchange of pair of shoes purchased on 24/06/2011.

It was a worse experience dealing with your franchise store located at 422/424, SVP Patel Road, PRATHNA SAMAJ, MUMBAI-400004.

I visited the store on 24th June 2011. The sales person Mr. Sachin who came to assist me, did not make any efforts to understand my choice & search for the size of shoes. He replied that they do not have my size of shoes & left me unattended. Finally when I approached the Manager Mr. Sen Gupta, he checked the Inventory & found one pair of my choice & size available. They took 20 mins to get those out. I took a trial & immediately purchased it.

1st Visit for Exchange - 1st July 2011:
Within one week of purchase, I found that the upper part of the shoes were pilling off with cracks. I visited the store same day to exchange the pair. I met Mr. Sen Gupta, who checked the worn out pair properly & agreed to exchange them on a condition to wear the shoes for some more days as per some formality of BATA Company. He asked me to visit the store again on 6/7/2011.

2nd Visit for Exchange - 6th July 2011 - Afternoon:
I visited the store again as per his advise (afternoon on 6/7/2011). Mr. Sen Gupta was not available, so I met the sales person Mr. Sachin. He denied to give the claim for the exchange as he was not aware of the case. I requested him to call & confirm the same with Mr. Sen Gupta. He asked me to come later on.

3rd Visit for Exchange - 6th July 2011 - Evening:
So I visited the store once again the same day. Mr. Gupta was still unavailable. I requested Sachin to call him & confirm. He called & confirmed the case & assured me to do the exchange on the very next day.

4th Visit for Exchange - 7th July 2011:
I visited the store yet again on 7/7/2011 at 1:00pm as per their advise with faith in the Brand Name BATA. I made my choice of shoes with Sachin. I was shocked by his answer that \"don\'t buy this pair of shoes as these shoes are of low quality\". Now how can a person rely on a Brand Name like BATA if their representative degrades their product. I was feeling as if I have done a mistake coming to BATA stores.The store had a very limited range of designs & sizes of shoes. However, I made a choice of my shoes, for which they did not have my shoe size. I requested them to ask for the same from any branch of BATA stores. They started forcing me to buy some other design of shoes from their stock. I insisted of having the desired pair, after which they called the Bhuleshwar branch for the shoes, where the size was available. They asked me to come again the next day afternoon to collect those shoes.

5th Visit for Exchange - 8th July 2011:
I visited the store one more time as i had been doing it in the past for about 4 times as per their advise and no options left. To my horrors, the desired pair was not been collected from the Bhuleshwar Branch neither was Mr. Sen Gupta present who had committed of getting the shoes collected from Bhuleshwar branch. Mr. Sachin started fooling around with reasons such as \"we are short of staff, its raining heavily, hence we will not be able to collect shoes, why don\'t you go there!!!!!\" Left with no options, i had to pay extra for shoes which are not my choice.

This frustrating experience with the well known brand for best shoes in the country \"BATA\" has made me feel very dissatisfied with the service and want to conclude the reasons for the same:
1) This franchise BATA store does not have a wide range of designs and sizes of Male shoes
2) Representatives disinterested attitude towards customers
3) Representatives do not understand customers requirements and poor customer focus
4) Misrepresentation of the product - \"the BATA shoes are low quality\" statement by Sales person & Manager
5) Delay in offering resolution to the customer
6) Miscommunication within themselves and improper response to customer

My overall experience is forcing me to file a complaint against BATA in the Consumers Court and i will now make sure that i inform all those who are Brand loyal to BATA not to spend their much valuable time and money with your company.

I am writing to the customer service with my woes hoping that BATA would offer me a solution.

Regards,
Alok Tanna

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