This was my experience as below and I also updated to the senior management of Croma
Please go through the communication below so that you get the true picture of Croma
go through the content.
Dear Mr. Avijit/Raju,
Greetings from Jayesh Lohana!
I am one of your oldest, loyal and committed Croma customer and have brought almost everything at my home and personal use from your chain of stores, you may pull in the record of my purchases.
but with Deepest and dreadful regrets I have to write to your self
go through my painful and insulting experience at your retail store
I purchased a Philips coffee machine online and chose to get the same delivered at your Andheri store.
As per attached screen shot at webpage I was entitled for 2 gifts but they only could offer me one, I waited till your store manager would come I finally chose to take the delivery as per billed qty. at the cash counter.
I was asked to present my ID card which I did, but they asked me to share a copy of the same which was not acceptable to me as I was not buying it on loan which I shared with the counter.
However, the matter was taken to Ms Santoshi Gowda employee id 9973
She came to me with the attitude of princess and immediately asked the Cashier to cancel my invoice and refused the delivery without any legitimate information and Notification or sharing a copy of rules and regulations by which convincing me of sharing a copy for procedural purposes. and without which she is helpless, instead she showed her designated powers and strength to cancel my consignment.
instead she is screaming and shouting and also slamming her details with email address on the table crushing it which is all recorded at the counter CCTV footage.
She chooses to shout and also leave the counter leaving me unattended of my queries and issues
it was like I shouldn’t have approached her at all
she was throwing her attitude all over the place and she was like least interested and their communication was so ill that it was a disgust for me as a client
I felt that Croma is giving goods for free and since it’s a donation that you offer the supervisors shall treat the receivers like that.
I do not know and I do not have any reasons to understand that why you have employed such low calibre and category of employees,
you re look the whole HR enrolment policy and procedures of employees or change the HR agency which you have appointed . I challenge your HR appointing policy.
I am sure that your company employs low grade low pay scale and low esteem people to look in to such a critical aspect of retail business
I am sure that there may be more victim to your senseless way of doing business and sure that you may have lost many clients and sure that there may be a down size trend in sales for sure
such a disgust to take salary free of cost by not working and not showing any productivity at all and treating an existing and loyal customer in such insulting ways
it’s a Shame on all of you how the clients are being treated and that you do not take enough preventive measures to avoid this debacle
I simply feel that you must look in to the following aspects of retail process, policies and procedures:
1) Appointing policy
2) Customer relationship Management
3) Total Quality Management
4) Standard operating procedures
5) Operational Manuals
6) Training aspects of Customer relationships
7) You Attitude
8) Ethic and Compliance policy for Recruitment
9) Stress Induced Adrenalin Response Management
10) Ethics and Code of Conduct
11) Escalation Matrix
12) Customer Response Management
13) Retail Management Techniques
14) Six Sigma practices
15) Quality Certifications in customer care
And Many more such tools to improvise this kind of situation.
I am sure you must be having such tools but implementation is a problem This was simply not acceptable to me as a very old and committed client of Croma since incipient stages of Croma when the retail brand was introduced.
please note that Croma and Tata may be big but it started with your first sale no matter how small and insignificant or big but you have built your empire with committed and dedicated customer like us and should this be the treatment than god be with yourself and I can clearly see that this Ego and attitude will ruin the image and the company in no time
it takes years to build this relation that I had with Croma and seconds to finish
whatever happened is not good and I do not know what next.
Seriously disappointed by the ways I was treated and I shall not tolerate this insult and condescending attitude and behaviour. My efforts and time was wasted and this is the most rude and unfair trade practices which follows at croma
hopeful that my experience would be used as a constructive feedback to improvise
Relook and revert