I sent the following mail to ITC customer care:-
Sir,
I have been a very old customer of Sunfeast
products basically because of their good quality
and price. But for the past 2-3 years it has not
been a good experience for me.
Whenever I buy a Sunfeast product for eg. this
time I bought a Sunfeast Bounce Tangy Orange
biscuit pack and as usual the biscuits were in
badly.i say again BADLY damaged condition! They
are virtually in’choora’ form. This has been
happening consistently for the past 2-3 years.
Each and every pack of your biscuits has
completely damaged and broken pieces of biscuits.
This is highly unprofessional.
I am sure this is not the product for which you
charge from your customers. If a customer is
buying a pack of biscuit then it HAS TO BE IN THE
FORM OF A BISCUIT!.
For proof and investigation I am sending a photo
of one of your damaged products. Please check the
attachment.
I am sure that someone responsible from your
company will take up the issue on priority and get
in touch with me.
Regards
They called me up and took detailed feedback and the lady told me that I would be given a gift as a’token of appreciation’. I did not need it but anyways I said ok.
After 2 days a representative from ITC visited my place(ie. today) and said that as a token of appreciation I am giving you this - 1 Pack of Sunfeast Bounce Tangy Orage Biscuit worth Rs. 10/!
I was shocked to see such kind of a joke being played on a loyal customer, who took out time to send such a vital piece of information to ITC. I have purchased 100s of Sunfeast biscuits and out of them more than 80% of them were in COMPLETELY damaged condition. You have to actually use a spoon to eat it!
The point is that I did not want any gifts etc for the vital information which I conveyed to them. I only wanted them to take action against those who were manhandling and damaging their product so that the customers are not cheated by buying damaged pack of biscuits.
BUT if the company DID decide to send a’gift’ as a token of appreciation THEN they did act quite unprofessionally and tried to make a JOKE of this whole issue by sending a Rs. 10 pack of biscuit for ALL THE inconvenience that I had faced in purchasing their biscuits.
I humbly told the representative that I dont need this and that I only want the company to keep a check on their supply chain so that their product reaches the end customer undamaged.
Regards