ADDRESSING TO THE TOP MANAGEMENT OF MAHINDRA RETAIL, PLEASE FORWARD TO THE CEO & MD OF RETAIL DIVISION WHO TAKES CARE OF BABYOYE STORES. MARKING THIS MAIL TO MULTIPLE IDS SO THAT IT REACHES TO THE BOARD AND MD.
Dear Mahindra Retail Management (Mr Prakash Wakankar),
This is to bring to your kind notice that I had visited Babyoye Store, Indiranagar, Bangalore on 30th May evening around 7 PM to buy some merchandise for my baby. Post selection of merchandise, I had asked the cashier to bill the same and apply the coupon which I had received from my sister-in-law as she bought some appliances from some store and she opted for babyoye coupons which she has received through SMS.
Firstly, Cashier asked us from where did you get the coupon code, we simply told him that we have received from our relative and we don’t have the SMS at this point of time. But cashier insisted that he wants to see the SMS. Finally, we had shown him the sms which states Rs 500 off on the cart value of Rs 1500.
After checking the SMS, Store manager intervene and called his Business Manager Mr Shouvik in Kormangala Babyoye Storeand asked for a confirmation. But whatever conversation we had with the Cashier and the store manager was immensely depressing and quite offensive. Before calling the business Manager, we asked the Store manager that whatever he is quoting that he want the original sms, where that condition is mentioned. When we said, we will escalate the matter to the highest authority in Mahindra Retail, he said “you are most welcome to do that however we can’t allow the coupon code to be redeemed”.
When the store manager called Mr Shouvik, I insisted to talk to him and understand where is the issue. Mr Shouvik quoted the below conditions for the coupon redemption-
Only 1 coupon can be redeemed per customer.
Coupon can only be redeemed through the customer phone number on which coupons are actually received and can’t be redeemed by any other family member through different phone numbers.
Based on the above condition, I simply asked him, how I had redeemed 2 coupons in my earlier purchase which can be checked over the system. Also, if the phone number is different for redemption from the number on which these coupon had been actually received, system should not accept the coupon itself because when the online or gift coupons are issued, either the coupon code is same but it has a restriction on the number of times it should get redeemed or it should be a unique coupon code which are linked to a particular phone number. Or it might have a condition that unique coupon code but can be redeemed once only by any customer.
Secondly, if you are asking the complete sms, which we had shown to the store manager.
Finally, Mr Shouvik has changed his complete statement and he states the following-
He says, its a technical bug due to which it is accepting the coupons on different phone number and we are trying to fix this.
My question to the Mahindra Retail Management is, if you are trying to fix the issue then there should be a disclaimer in the store stating no coupons can be redeemed as there is a technical glitch in the system. Otherwise, you are bound to accept the coupon till the time your problem gets resolved and customers are presenting a valid coupon code.
So far I had purchased merchandise worth of Rs 40,000 in last 3 months. If a person of my profile gets a treatment and customer experience of such level then its a huge set back to your commitment to provide good customer experience to all your customers. I had wasted 1 hour to select the products and convincing your store staff on this coupon issue. Also, if you as a company has so much of issues for redeeming mere Rs 500 coupon, why did you guys allow to issue these coupons in the market to one customer who bought Rs 30,000 appliance. I see there is no connect between your management and marketing department who are issuing the coupons. it seems marketing is keep issuing the coupons and management is against the redemption of these coupons.
Finally, I & my family members went out without buying the merchandise of worth Rs 2000. Also, I have decided not to purchase any merchandise from any of your store and I will be discussing this issue in different forums of high profile retail professionals so that they don’t choose babyoye as a destination for their purchase to experience such a pathetic service and buying experience. I am an experienced retail professional and I understand how the customer needs to be treated.
My registered contact number is mentioned in my signature to check the purchase history for verifying the facts.
Thanks & Regards
BISWAJYOTI BARAT
National Head – Vendor & Sourcing Management – JIT
BIGBASKET.COM
+91-9916055072
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