Regular readers of this blog or my Twitterfeed will know that I like to moan when customer service goes wrong (which reminds me, T-mobile have a massive letter coming their way). We've got it so good compared to India. Once that money is spent, it's gone and it seems that no amount of fault on the retailers part will get it back. Even at established chain stores such as Fab India or Woodland you cannot get a refund even when the item is faulty. To be fair it is much cheaper and quicker to get things repaired, and most retailers will offer to repair the item, but customer rights?!
I wonder if there are retailers who do have great customer service. Surely it would be a great way to become a favourite retailer pretty quickly? But then they would need the quality goods to back it up. I was surprised at the quality, or lack of, of a lot of stuff I bought from retail brands compared to independents/markets - it's like the reversal of what you'd expect here, imagine market goods being better made than TopShop. I bought a Rs.2,500 pair of sandals (about £35 - comparable to UK high street prices) from Tres Mode for a wedding and was surprised at the quality of the stitching, finish of the leather, etc compared to sandals I've bought for a similar price (or cheaper) from Office or Primark over here. It seems crazy given that the UK high street product was probably manufactured in India anyway. When you ask the locals about it, they just shrug their shoulders and mumble something about export quality. It seems unfair that Indian consumers should have to accept this.