Poor handling and mis-management of ritu wears
I want to bring to your notice the mismanagement of ritu wears which is situated in Amritsar at Lawrence road. The management of ritu wears is really poor and managers still need to learn the basic marketing techniques and customer handling etiquettes. Management still need to learn on how to handle customers. They think they are the real boss and ruining the goodwill of ritu wears.
I had a torrid experience at ritu wears. I have been a regular and loyal customer of ritu wears and i normally do all my shopping from ritu wears. But after the experience on last Saturday, i no longer wish to go for shopping in ritu wears and deal with that manager and assistant manager.
I bought a beevee shorts (knickers) about three to four months ago after which i went to USA. When i washed shorts there, its colour got faded. When i came back to india, i took that shorts to ritu wears at Lawrence road on 20 september, 2009 and i asked them if there is any warranty of such thing.
The salesman took me to kunal who was told to be assistant manager or manager. He asked me when it was bought, i replied i can’t remember the date but it’ll be about 4 months ago. He asked me it’s price, i replied it was for about Rs. 700-800. He said no problem, it will be exchanged but he’ll have to figure out it’s exact price. He asked me if i have it’s receipt but i did’nt have.
I asked him if it can be replaced without receipt, he said it can be but he needs to know it’s exact price.
I gave him my royalty card and told him, though i was not sure i did shopping through royalty card on that day but he can check it’s transactions and can confirm its exact price. (Which later was founded that i did’nt do shopping through royalty card on that day.)
Kunal said, there is no problem, the shorts will be replaced without receipt as and when he confirms it’s exact price. He took my faded color shorts with him and gave me his contact number to ask about it next day. (he took my shorts with him )
I called him two days after and asked about the replacement. He said he looked into my royalty card transactions and couldn’t locate this transaction. I said i might not have done shopping through royalty card. He said its ok, you come on Saturday, he’ll replace that shorts but they have Capri instead of shorts and shorts will be replaced with selected stock only on which there’s 50 % discount going on. I replied i don’t wear Capri, i wear only shorts. He said no problem. If u doesn’t like capris, u will be given a written note by which u can do shopping worth Rs. 400 (the amount after discount of 50 % on 800). I said when i bought shorts, i didn’t buy it at discount. Though i did’nt have receipt, i agreed.

I told him that i’ll be coming in Amritsar on Saturday and will come to ritu wears at 12:30 noon. I live in jalandhar.
On Saturday, i called kunal and told him that I am coming. He said he is not at ritu wears but said that after reaching there, tell any salesmen to talk to kunal. He will guide him what to do on that.
I did the same thing. I went at ritu wears and told salesman to talk to kunal. After talking to him on phone, he asked me to sit and wait. I waited for about 15-20 minutes. Then, salesman came and told me that shorts can’t be replaced, i asked him the reason. He told me to talk to manager.
I went to manager and asked him the reason for it. He rudely showed me that shorts and said its torn. I was amazed how it can be torn as it wasn’t earlier. I told him that on 21 September, it wasn’t torn, if it would have been torn, kunal wouldn’t have accepted this shorts and would have refused to replace straight away.
I said if it’s torn, it is torn on your behalf as it wasn’t on the day i handed over to you.
Manager was very rude in talking and said, let kunal come and it’ll be sorted out then. I waited till he came. When kunal came, the manager and kunal had some talk.
Then they came to me. Kunal said it can’t be replaced as i don’t have its receipt. I reminded him of the talks we had on phone before coming here that it’ll be replaced. He refused straightaway that he didn’t say it’ll be replaced.
(Even manager was agreed to replace without receipt as he gave the reason for not replacing was that it was torn)
It was really unprofessional behaviour of both manager and kunal who refused what they said last minute.
The ultimate reason for not replacing was that it was torn. Which it wasn’t the day kunal accepted and agreed to replace.
They rather than doing this weird drama, could have rejected me on the very first day
What i want is that they should be sorry for such behaviour and –provide me new or compensate me for tearing my shorts.
This was the worst experience in any store i’ve had across the globe.
Regards
Mandeep singh
Email- [email protected]
RW Royalty card no. 60021100620288