Evok — colton sofa

My customer no is [protected] and sales order no is[protected]Shipra) & sales invoice no:[protected]/ reference no: c[protected] dated 22.08.19.

The above sofa was delivered to me around 7:30 in the morning on 25th aug'19. On saturday. I. E. A day before, some internal renovation work was done at my house and the house was in mess when the sofa set was delivered. Hence i asked the delivery persons that i can not open and check the sofa set. They asked me to write the reason on the delivery chalan and said that when installation guy would come he would open the packing and you can check the same. I gave the receiving citing the reason in that.

When installation guy came in the evening and opened the sofa, we found that there was a cut in the rexine on the 3 seater sofa. I immediately informed the installation person who took the photo of the same. I also sent the photo to sales person in shipra mall, mr. Mrityunjay pandey ([protected]), who informed me to write this on the service report and seek for replacement. I did so.
Thereafter, i followed with mrityunjay for a week and he every time responded that our service team had sent request for replacement and awaiting for revert from ho, which should take a couple of days. We exchanged few messages on whatsapp as well for the same.

However when even after a week, he said it would take a couple of days more, i asked him to give the service person number who is handling the case. He sent me the number of mr. Naresh bhati ([protected]).

Now talking to naresh was like a roller coaster ride. The first question he asked was.."why did you want replacement.. What is the defect".. I asked why are you asking me this question after 8 days since i filled the service form, as i was informed that you had sent my case for approval from ho.
He then started telling his problems in detail, the crux of which was how difficult is the replacement after delivery... And he went on explaining his ordeal in length..

I said ok... It seems that it is difficult at you level to do the needful and therefore please share your senior number so that i can coordinate with him.

Naresh, obviously, did not like it. He said then you go the customer care and lodge your complaint now.

I said ok.. But can you share contact details of your senior, he said his senior name is mr. Pradeep. But he did not share the number.
However he said that the if i had written clearly on the delivery receipt that the material was not checked on delivery only then replacement is possible. I said i had written the same on the delivery receipt you please check.
He asked me to wait for 5 minutes with the promise of a call back. He also advised me not to call him on the number that mrityunjay had shared but asked me to call on his other number ([protected]).

After some time he called back and said that he had checked my papers and lodged the complaint for replacement with warehouse. He said to wait for 24 hours for his revert and after that he would share mr. Pradeep' number.

Now the case in brief :

1. I had made full advance payment of 18th aug'19 for colton 3+2 seater sofa set.
2. The material was delivered on 25th aug'19 and 3 seater sofa was defective on arrival. Delivery receipt is with naresh and service feed back is enclosed.
3. The defect was immediately pointed out to the installation person, who also took photograph of the same. At the same time the photo of the defective 3 seater was sent to mrityunjay as well.
4. Though for next complete week mritunjay kept on saying that the replacement would be done within 2-3 days but nothing happened.
5. After 8 days when contacted naresh (Service person handling the case), we came to know that he was not updated with the case. He was very unprofessional in approach.
6. The defective sofa is lying at my house. Though we are not using it but can not warranty its proper care as we have 7 year child. It is lying at "evok's" risk at my house.

I waiting for revert asap.

Regards

Ashoo saxena (Husband - neeta saxena)