I purchased a Birla Pop Up toaster from STAR BAZAAR( a Tata Enterprise) in Chennai (AMPA-MALL,SKYWALK) and to my horror the SERVQUAL at Star Bazaar was shocking.
The Manager Mr.Dhamodar.H and his colleague Mr.Sathya both responsible for handling customer grievances are worthless fellows at the store giving it a Bad name.
My toaster stopped working withing 2 months of purchase , so I called up the Star Bazaar number and the person having spoken to the concerned person regarding this issue asked me to come to the store and get it replaced.
At first the picture seemed really nice but the shock and horror came when these fellows mentioned above said I need to visit the Birla service station some 10-15km away and that only incase of any problem within 15 days of purchase is to be handled at the store level rest at the service level.
I also had a Star Bazaar loyalty card that I happened to take on the day I purchased the toaster.Since the points and all accumulate in it aswell as the date of sales etc all other records are traceable from there I had nothing to worry about .
But Mr dhamodar said " the first transaction reflects only after 3 months " some piece of news for me , then I asked him to give it to me in written which he said he couldn't .
Next to change his verse he said the card system started some 6 months back and the data cannot be retrieved , which again was something new to me , and that he asked me to give my details to him so that he can get back to me in some time which he also din't know , but only guessed that once he'd retrieve the details he'd call me up.
Also he did not wish to show me the company policy where it said that the customer has right to file a complaint .
I threatened to move to consumer court but I guess it does not alter an individual's image but rather the store;s image and they said I can happily go ahead with what I liked.I even left the toaster at their place saying they could keep it since it made no sense for me to carry it around across the city.
The quality of products sold at Star Bazaar is below standard
people must refrain from buying their ulta low quality products.

I purchased a Birla Pop Up toaster from STAR BAZAAR( a Tata Enterprise) in Chennai (AMPA-MALL,SKYWALK) and to my horror the SERVQUAL at Star Bazaar was shocking.
The Manager Mr.Dhamodar.H and his colleague Mr.Sathya both responsible for handling customer grievances are worthless fellows at the store giving it a Bad name.
My toaster stopped working withing 2 months of purchase , so I called up the Star Bazaar number and the person having spoken to the concerned person regarding this issue asked me to come to the store and get it replaced.
At first the picture seemed really nice but the shock and horror came when these fellows mentioned above said I need to visit the Birla service station some 10-15km away and that only incase of any problem within 15 days of purchase is to be handled at the store level rest at the service level.
I also had a Star Bazaar loyalty card that I happened to take on the day I purchased the toaster.Since the points and all accumulate in it aswell as the date of sales etc all other records are traceable from there I had nothing to worry about .
But Mr dhamodar said " the first transaction reflects only after 3 months " some piece of news for me , then I asked him to give it to me in written which he said he couldn't .
Next to change his verse he said the card system started some 6 months back and the data cannot be retrieved , which again was something new to me , and that he asked me to give my details to him so that he can get back to me in some time which he also din't know , but only guessed that once he'd retrieve the details he'd call me up.
Also he did not wish to show me the company policy where it said that the customer has right to file a complaint .
I threatened to move to consumer court but I guess it does not alter an individual's image but rather the store;s image and they said I can happily go ahead with what I liked.I even left the toaster at their place saying they could keep it since it made no sense for me to carry it around across the city.
The quality of products sold at Star Bazaar is below standard
people must refrain from buying their ulta low quality products.[/QUOTE]