INTRODUCTION :-
Before I go ahead and tell you everything about what happened, I must admit that there was lapse of judgement on my part. When someone offers you something that is supposed to be very expeisive for a really cheap price, a bell should go off in your head. This did not happen in my case.
As a customer, you have to think where you are putting your money. Otherwise, you get what you get. If the brand is kind enough to help you out, then great. Otherwise your loss.
Pune City, 05’th August 2012:
I was out shopping for formal clothes with my lady colleague. Since my hush puppies were some 5 years old and were starting to lose their charm, I thought I should look out for something good.
I chanced upon D Cobbler while driving down Koregaon Park road. HUGE signboard. Guarded gates. White BMW in the driveway. Beautiful shop window. Anybody would feel like going in there.
So I did, and I purchased brown shoes, with a pattern finishing of raised dots. Model A1532 for INR 2095 /-. I also purchased HP132 for my lady colleague for all her troubles selecting shirts and trousers for me. INR 2695 /-.
Usage:
Over the course of a month, I wore them 4 times. Monday to Thursday. I have been carpooling with my supervisor, and these shoes have only seen the parking lots of my company and driveway, elevator and carpeted office floor. The sole is pristine, and clean as new.
Issue:-
Sometime around this time, a 1 CM into 1 CM piece of material from the tip flaked off.
The 5’th time, the shoelaces broke off.
Steps taken to resolve :-
Visit #2. 09’th Sep 2012
Visited the store and requested for the staff. I informed them of the defect and asked them for a resolution. I told them how disappointed I am with my purchase. Within the 15 minutes that I was there, the store was emptied of it’s customers. They came and peeked at the shoes looked at each other and simply left.
I was always polite and did not raise my voice. The staff was also polite. Except for the store owner who was condescending and sarcastic.
Store Rep 1. Sir, it all depends on the usage. It looks like you have kicked some stones with these shoes and walked around a lot.
Ans: I told them where I have used these shoes and how. I also asked them to look at the sole of the shoes before chiding the customer about usage. The sole is perfect. Even the raised pattern of dots on the ridges is visible. There is very little dust on the soles.
I requested them to help me out as I am a geniune customer and if it was indeed my fault, I would be here asking them to repair it for me at my expense.
At this point, the store propereitor, Mr. Sudhakar walked in. He accused me of ruining his business and driving away his customers. I politely informed him that it was not my intention to do so. I am just plain disappointed that these shoes are ruined after wearing them 4 times. The same argument about usage followed. Sudhakar continued to be condescending and hinted at my not being unfit to wear premium shoes! I was plain disgusted, but I did reply back to him politely that he should take a hint at the way all his customers got up and left! Every lady and gent in that store put himself and herself in my position and decided that it was just not worth buying shoes of this unknown brand and then making trips of his store to get the issue resolved.
Sudhakar told me that this is an excellent brand that hand makes shoes in Chennai. They have franchisees in Chennai, Bangalore, Hyderabad and now Pune.
I politely informed him again that I have lived 10 years in Bangalore, 2 years in pune and have visited Hyderabad numerous times on business. How come I have never come across this brand in my whole life?
He answered in a round about way and hinted at ignorance on my part!!!
I asked him for the website of this store and he said go to dcobbler.com. I pulled out my iphone and researched on the spot. NOTHING! There is no information on the ’WWW’ about this company or any of it’s franchisees!
Anyway, I managed to elicit a promise that he would escalate to his company rep, and call me back with what they have to say.
Visit #3. 15’th Sep 2012
It’s been a week now, and I have received no calls or messages from these guys. So, I walked into the store with two of my office colleagues. They made us wait for 10 minutes. Looking back, I think it is becuase they were in the middle of a sale and did not want those 2 customers to cancel their purchase. Also, he was going back and forth between some A/C repairman an his jijaji. The aircon company seemed to be giving him trouble and his elder brother in law was on his case.
Anyway.
The same argument ensued. I was again insulted with remarks about my kicking stones on the way home, etc etc.
But since I was not alone, my colleagues did manage to make him admit that the shoes are not pure leather. That there is a PVC or plastic coating to these shoes that makes them look like they are high quality. Since it is a thin layer of plastic, it could peel off with a simple kick against a desk, or by standing in sunlight.
Shoes have always been made to withstand a little impact as they are in contact with the ground. If the shoes can get damaged by using them in the office, then they should not sell such items in the first place.
This time, I persuaded Sudhakar to give me his number so that I can talk to him on the phone instead instead of wasting my time and burning petrol, parking my vehicle just to listen to his immature commentary.
Before leaving, my colleagues asked him about the 2 dozen odd shoes and sandals lying about behind his counter. Are they also defective shoes?
I wish I had a camera to capture his expression.
Last and final interaction:
I called Sudhakar today. He was really rude on the phone and asked me to come collect my shoes. He is not going to repair or replace them if a customer misuses the merchandise.
I politely informed him that I have purchased shoes of a reputed brand this time. Anyway, nobody can wear such shoes and go to office when pieces of them are falling apart! I suggested that he donate the shoes to charity or gift it to his company executive so that they can make proper use of it. And if he has any money left after blowing it up on that worthless franchise, he should take a franchise of Hush puppies or lee cooper or woodland. He will definitely make profit at a steady pace. God bless.
CONCLUSION :-
I wasted money and time. I was also insulted.