I purchased a Child World - Half Sleeves T-Shirt & Shorts Set in the first week of October enticed by their discounts. I have purchased child world clothes before and know it to be a premium brand of clothing. After the first wash, the red colour pattern of the shirt bled, and the rest of the white of the T shirt and the trouser was spoiled. Therefore, I wrote to the firstcry support on Oct 25. I got a reply in 15 minutes that since the product was used, they could not exchange it under their refunds and returns policy. In another 5 minutes, the same person, a ’Sanju Mishra’ asked me to send in pictures of the product. When I emailed the pictures, she said that since the product was used, they could not do anything.
I was not satisfied with this response, and I called up their customer support on Oct 31st, and spoke to Vishwajeet Baghela. I asked him to give me suggestions to guage if the colour of clothes would bleed without washing it, and he had no answers. He then asked me to email the pictures to him at his email id, which I did within the hour. On not hearing from him in the next two days, I called him, but was not able to reach him. I then send a reminder email on Nov 5.
On Nov 9, I received the following email from Vishwajeet:"This mail is in reference to your order 97040LK132CA065 with us. As discussed over phone I informed you that we will not be able to provide you any resolution for the same but then also I have re escalated the issue to be checked for color bleed to the concern department. They have reverted back that the no resolution can be provided for the washed items as per the return policy.
I am extremely sorry for this as per concern team has cannot provide any resolution. We regret for the inconvenience caused to you.
Best Regards"
On receiving this email, I spoke to Manish (whom Vishwajeet said was his senior) on the same day (Nov 9). I told them that I understood the returns policy - that one should inpect items on delivery itself and point out issues immediately. But it was also true that this was a premium brand of clothing, and colour running was not expected. Also, there is no way to ascertain colour bleed on wash prior to the wash! Manish said they would look into the issue and revert. No such luck.
On Nov 15, I sent them a reminder email that they have not responded to yet.
So, in a nutshell, I have brought a lot of things from firstcry under discounts, and have not had any issues till this. But this whole experience has been draining, and indigestible. Policies are there, yes, but they need to think about whether it can be applied to every aspect of product quality. And the follow-up is exhausting. Now it’s not a matter of money, its about the principle. And sadly, when it comes to principle, they seem to be lacking.