We were gifted Croma gift vouchers worth 6,000/- by our friends on our wedding. But unfortunately we lost it during reception at our hometown Durg, Chattisgarh and could not recover it. After coming back to Bangalore, we gathered the requisite details from our friends on the voucher and went to the Croma outlet, Outer Ring Road, Marathahalli (Sometime around 24th July). They mentioned that they need to send a mail to all their 64 outlets and issue a warning for the vouchers so that it is not encashed elsewhere. And once they hear back form their other outlets they will reissue the Vouchers. They mentioned it would take about a month's time and said that they will give us a call in couple of days. After going back in a week's time without hearing from them in a couple of days as they promised, they said they have lost our mobile number which was mentioned in the same sheet of paper in which we had the scanned copies of the receipt so could not call. We gave our number again and asked if they had really sent the voucher details to all their outlets and not lost those details as well. They mentioned that they have sent the details the next day itself. Then we kept on following up with them but their response has been very pathetic to say the least. The head cashier has no manners of talking to us. Though the manager of the outlet was kind enough to give us his personal no and assured us that he will personally follow-up. Now yesterday after waiting for long time we contacted him and he said its not going to be reissued and one of his superiors will speak to me today. Today I have not got any calls nor the manager is picking up his call when I try calling him!

I really fail to understand why a brand like Croma/Tata who have so very boldly mentioned in their website:
A name you can trust
Croma is promoted by Infiniti Retail Ltd, an initiative of the Tata group, a brand that stands for trust and reliability globally.
Customer commitment
Croma not only gives you a world-class shopping experience, but also backs it with great after-sales service.


I donot see any of these in practise! When money is already paid for the Gift Vouchers, are we giving charity to them! Its like broad day light robbery! When the vouchers are lost and not used by anyone else and we have paid the money in advance, are we supposed to think we have donated money for charity! Its not like a bus ticket that we have lost! Its a substantial hard earned money that we are talking about. And the execuses/response from Croma has been really lame. They mention they are using SAP ERP software and do not have a provision for tracking such vouchers! I work in SAP and such excuses are so so ridiculous! They can very easily block the vouchers that are lost and reissue us a new one! Or issue us with the same voucher number again which we can use instantly so that no case of the lost vouchers being used again arises!

This is nothing but taking the customer for granted once they have sold the product and not at all expected from a brand like TATA

Can someone help us out here!

A Very Unhappy, Frustated and Disappointed Customer
Gaurav