Fair and Equal Consumer Offers At Hypermarkets/SuperStores

Fair and Equal Consumer Offers At Hypermarkets/SuperStores

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Raj Raja started this petition to Honourable Minister Mr. Ram Vilas Paswan and

I request my fellow Indians who shop at these or similar stores and have faced similar issue or have felt cheated to support my petition.With an aim to bring change in the work model of this FMCG compaines and Make them accountable for their misdeeds.

I request the concerned Honorable Ministers and consumer forums across INDIA to take Sou Mo tou Cognizance and draft better rules and policy in favor of the consumer.

I have started this petition for below problem i faced recently

Offer Period 9th August 2019 till 15th August 2019, Offer Name Mahabachat Sale. Terms and conditions attached.

As per offer customer has shop a minimum of 3000/- to be eligible for the offer.

I visited the Stores Big Bazaar & HyperCity on 9th and 12th August 2019 respectively both owned and managed by Future Group's Future Retail.

I made purchases worth 6000/- (3000/- each in both stores) copies of bill and offer snaps attached as PDF.

There were offer like buy 1 get 2, buy 2 get 1, buy 1 get 1, etc whose advt boards/placards also mentioned + additional 20% cash back in future pay wallet Terms and conditions applied saying valid only on minimum shopping of 3000/- .

Based on above information i made following purchases.

For Big Bazaar Number Registered for Cash Back 6253 (Big Bazaar)

1. offer buy 2 get 1 free + additional 20% cashback in future pay wallet big bazaar (yummies forzen)

Tr No.: 73238
Till: 8
Transaction Date: 09/08/19
St Code:4797
Amount paid for Product 380/-
Total Bill Amount 3024.22/-

For HyperCity Number Registered for Cash Back 7732 (HyperCity)

1. offer buy 1 get 1 free + additional 20% cashback in future pay wallet dreamline double sheet

Tr No.: 56602
Till: 1
Transaction Date: 12/08/19
St Code:5532
Amount paid for Product 1299/-
Total Bill Amount 3033.50/-

2. DesiAtta Besan 1Kg Selling price 80/- with future pay cashback price 64/-
Tr No.: 56602
Till: 1
Transaction Date: 12/08/19
St Code:5532
Amount paid for Product 80/-
Total Bill Amount 3033.50/-

3. offer buy 1 get 1 free + additional 20% cashback in future pay wallet Kalchi Curry Spread

Tr No.: 56602
Till: 1
Transaction Date: 12/08/19
St Code:5532
Amount paid for Product 200/-
Total Bill Amount 3033.50/-

4. offer on Madhur Sugar 5Kg Selling price 233/- with future pay cashback price 187/-

Tr No.: 56602
Till: 1
Transaction Date: 12/08/19
St Code:5532
Amount paid for Product 233/-
Total Bill Amount 3033.50/-

5. offer on rin detergent bar rs.7/- off on mrp + additional 20% cashback in future pay wallet

Tr No.: 56602
Till: 1
Transaction Date: 12/08/19
St Code:5532
Amount paid for Product 59/-
Total Bill Amount 3033.50/-
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I didn't receive any additional cashback as described in the offer Advt Placards. When contacted the helpline numbers 1800 2002 255 & 1800-210-1818 it seems to be not working most of the time which is why lodged a complaint on their facebook page (https://www.facebook.com/BigBazaar/ where was asked to drop a mail to priya@futuregroup.in & care@futurepay.co.in and inturn received BB21903238697 (Complaint No.) after repeated follow-ups received a call from their call center executive Mr. Hariendar saying that addtional cashback offer didn't exist in the first place, when confronted with proof of snaps he said that it was inclusive of the mahabachat offer and no additional cashback was to be given separately when asked why it was not clarified in the advt he had no answer except it was just a marketing strategy and nothing else. have audio recording of that call which cannot be attached due to file extension restrictions.

I told him that as a customer when i read the offer it says buy 1 get 1 free + 20% additional cashback in futurepay wallet TnC apply which says offer valid only on minimum shopping of 3000/- on a single bill, on that after much deliberation he accepted that the word "inclusive" was not mentioned anywhere in the Mahabachat Offer TnC or the Advt placards. but still he said i am not going to get any additional cash back apart from the offer shop for 3000/- and get 600/- cashback in future pay wallet.

I tried to explain him the meaning of additional and that the company as a whole was at fault for misleading the customers he said if you shop for 3000/- worth products all containing 20% additional cashback then do you think company would provide 40% cashback(ie 20% + 20%)? we only offered 20% cashback which is what you are going to get and nothing else. i told him that additional 20% cashback was only given on select products and not all and that my bill amount was 3000/- and above and that i am eligible for the offer and should get the cashback. but he continued his by hearted script and didn't listen.

I asked him to provide his senior's contact details since i am not satisfied with his resolution of my complaint he said he is the senior and i have to accept the resolution whether i like it or not. i asked him to provide the details of nodal or grievance officer with whom i can take the issue again same response.

It is in clear violation of the rules framed by Govt for entities providing services to customer to have grievance cell which they don't seem to have.

Changes we want in current consumer protection act 2019

1. 24/7 operational contact center numbers for FMCG Companies
2. Any and all offers/Sale planned by FMCG companies should be approved by Ministry of Consumer Affairs or National Consumer Forum.inclusive of cashback offer and offer material.
3. Availability of Escalation Matrix to Customers who are not satisfied with the resolution provided contact center personnel
4. Mandatory Appointment of Nodal/Grievance officer by FMCG's to help customers.and details of the same be made available at the cashier counter and business websites with an option for file complaints online.
5. Minimum of 100 Crore fine on FMCG's for misleading or incomplete Advt. presale / during sale period.
6. Mandatory Soft-Skill training in customer service to all customer facing Employees to reduce and avoid rudeness of employees toward customer.

Do share any additional points you may want to add in this petition.

 

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