I purchased a Polar Bear Mixer Grinder through my HDFC credit card via AVA Merchandising on 17/07/08,which was delivered on 25/07/08.

The product details are as follows:

Order No - 040043116
Serial No. - spl0805,187

I am a regular user of HDFC Credit card. I saw an offer of a Polar Bear Juicer, Mixer and Grinder. Upon contacting AVA Merchandising, their representatives confirmed the product details as offered by HDFC Credit Card. However, upon making the payment through the HDFC Credit Card, the product delivered was only a Mixer Grinder.

The product started malfunctioning and I logged complain with Mr.Rawat of Polar Bear Inc. around a month before. Their false assurances never resulted in any affirmative action. Upon my follow ups the complain was being throwed from one end to other. Representative of AVA Merchandising Ms. Ashima Pahwa assured to replace the faulty product via e-mail on January 31, 2009. However, such written assurance was softly denied and upon my rigorous follow ups, AVA Merchandising, subsequently advised me to contact Polar Bear Service center on given contact numbers, please be advised that my efforts to contact Polar Bear went in vain as there was no response from such contact numbers. The non functionality of the contact numbers of Polar Bear service center was also confirmed by another representative of AVA Merchandising. Adding fuel to the fire is the irresponsible behavior of the HDFC Credit card representatives. Upon contacting the HDFC credit card representatives, their clear denial of any involvement in the complaint and redressal procedure of innocent customers left me with no alternatives than to seek the intervention of your good self. I was taken by surprise by the non-professional behavior of all the three parties i.e. AVA Merchandising, Polar Bear Inc. and HDFC Credit Card.

My complaint against the parties involved is hereunder:

AVA Merchandising - Deseptively selling a product of Polar Bear Inc. with false product information. Non responsive behavior towards several service requests and providing false written assurance of service and now they have gone to the extent of denying the authority of the Consumer Forum and are daringly asking me to do whatever I can.

Polar Bear Inc. - Conniving with HDFC bank and deceptively selling products without proper after sale service. Non responsive behavior towards several service requests. Providing false assurance of resolving the matter and thereafter sleeping on my several humble requests. Their contact numbers as provided by AVA Merchandising are non functional. Polar Bear Inc. is deceiving the customers with their tag line – “VALUE FOR MONEY”.

HDFC Credit Card - Deceptively offering to sell a product with false product information. Conniving with manufacturers to deceive the customers and banking on the brand name of HDFC. I might not have purchased the product, had the product not been offered through HDFC Bank Credit card. I trusted the HDFC banks reputation and hence believed that the product being offered is of high value. The bank is charging for providing the services and is openly denying any responsibility thereafter.

I request your good self to kindly assume the quantum of time I as a customer have to invest in this cumbersome process as a direct result of the unprofessional behavior of the representatives of the parties involved. You are also requested to issue an order thereby referring the parties to connive and deceive innocent customers.

I was forced to move your good self’s intervention by the amount of stress caused to me during a span of time stretching over a month. I bought the consumer home appliance – Polar Bears Mixer grinder relying on the brand name of Polar Bear and HDFC Bank’s Credit Card division. I bought the product for its convenience. Howsoever, the parties involved completely broke my trust and caused me mental stress and agony. Not only this have had I observed the harassing behavior of the representative parties. Had I invested the same amount of time, money and attention to any other productive work it would have fetched me more monetary and emotional benefits.

I request your good self to kindly let me know if you require any additional information from my side. It is not only the question of my individual interest rather would request you to assume the similar amount of stress to the existing and future customers of the parties involved. In the larger interest of the consumers of India I would request your good self to issue appropriate relief to me as individual and such appropriate orders refraining the parties to continue such harassing behavior.