Note: This is not any product review. This is a review of the Retailer - Croma Retail(Online Store).
POOR ONLINE STORE
The recent Croma Thanksgiving sale offers a flat 5% discount for both platforms(in-store and website). I purchased a Voltas Split AC (1T) and added the coupon code to avail the discount online. I then proceed to checkout to make the payment.
Like always, I had the option of making partial payment using gift certificates and making balance payment using credit card. I had gift certificates worth Rs.12, 000/- and made balance payment of Rs.17, 1XX/- using credit card.
Everything worked well and suddenly I received a sms from the bank and realized that although I authorized a payment of a lower amoun, t a higher amount was debited(Rs. 18, 6XX/-).
The gap was the 5% discount that was being offered. When I called the customer care they informed that if I use gift cards (for full or partial payment), the 5% FLAT Discount is not applicable.
Now that’s what the REAL SALE is all about! I used my credit card points to purchase Croma Gift Certificates; it would have been better if I would have purchased gift certificates of any other retailer!
Also, in a self-service environment Croma could have easily disabled the Gift Card payment mode when the coupon code is applied (just like in an assisted-service environment a teller at the checkout would have guided the consumer).
However, the platform was not prepared to handle this exception. Should the consumer be penalized? Further, is it not an offense to charge the customer more that the screen value displayed at time of payment authorization?
POOR CUSTOMER CARE
1) I was upset and was contemplating what should be done if I need to cancel the order. The customer care lady said that if I wish to cancel the order I would have to pay 2% as cancellation charges. To that I reacted that it’s unfair.
2) I asked for a call tracking number and she did not want to provide me with one. She said I will receive a call back within 24 working hours and that could be three working days.
3) I insisted for a complaint tracking number and she placed my call on hold for a long time. When she came back, I was told that she has cancelled my order and provided 100% refund as an exception.
4) Had I confirmed order cancellation? Was this done to shut my voice and get rid of me? Is Croma taking its customers for a ride? I still want the AC today and I am suffering as delivery has been delayed.
5) My Complaint Tracking No is SR29111400164 and the Date & Time of Call was Nov 29, 2014 and about 1:23PM(lasted for over 30 mins).
6) Further I have realized that the gift certificates does not work any longer and they say that it will take 10 days to re-activate. Can any consumer wait this long today?
7) Croma should honor the order and deliver my product at the discount it offered. Not sure what they will do. However am writing here to alert others!
8) I have asked for a senior person from the company to talk to me on this issue. Yet no one has called to date. By cancelling my order, can Croma stop my voice?
What’s unfair is unfair and the company can’t get away without providing a proper justification.
A retailer of Croma’s repute should seriously take measures to streamline processes for the online store.