LOTUS HERBALS PVT LTD NEW DELHI - BAD SERVICE BY LOTUS HERBALS

I became a member of Lotus Herbals in August, **** from their kiosk at Inorbit Mall, Vashi. Ever since, whenever I went for a purchase, I faced a lot of agony at their kiosks at Vashi and Seawoods.

They told me that they would send me an SMS/email confirming my membership and after every purchase, but that was not the case. They always had a "system problem" whenever I asked why they did not maintain/update my purchase records. As a result, everytime I went for a purchase, I had constant arguments with their staff regarding the status of my card (silver/gold/platinum) and the respective discounts. I would then be made to talk to their Regional manager, one Ms. Pooja Bhojane, every time. She was loud and lacked courtesy in her talk. Even the amount for membership was wrongly told to me. I was misinformed so as to purchase products worth Rs.*,***/- for membership, when I needed to have purchased for Rs.*,***/- only, which I got to know only recently (they refunded Rs.***/- recently when I demanded to be refunded the extra amount charged at the time of membership). They also did not tell me about their downgrading policy at the time of my membership. Their staff at Vashi and Seawoods gave me a different card (silver/gold/platinum) structure breakup everytime. Their staff always needs to speak with Ms.Pooja Bhojane, their Regional manager, on phone, before they can action themselves. You are made to wait till then and also made to speak with her for clarification (There was a time when I was made to wait close to ** minutes till the staff called up someone above her to clear some discrepancy, as they have no records for immediate referral. There are a lot of arguments as a result. Their earlier Retail Manager, Mr.Kapil Sharma, cited "huge database" for not having records). Fed up, I demanded to speak with a higher up and was given Mr. Kapil Sharma's contact details. When I tried calling him, he never answered the calls. I then made innumerable calls to their Customer Care (so much so, that they stopped taking my calls, when I persisted) asking to be connected to Mr. Sharma, but to no avail --- they always had some excuse. One executive even discarded the line as I was talking to him. I sent a detailed email to Mr. Kapil. He replied to my mail saying he would revert in ** hours, but did not. Also, he did not address any of the points I had raised in my mail but just expressed regret. Thereafter, he was not contactable for ** days. I then sent * reminders. When I finally spoke to him, he apologised and promised me that the harassment at the kiosks would not be repeated and gave me a complimentary offer of Rs.*,***/- and a **% discount on * purchases, to be picked up from their Seawoods kiosk. He sent me a mail confirming this. I told him that I should not be made to talk with Ms. Pooja Bhojane, like it happens everytime, as I had been agonised enough by her loud tone and lack of courtesy. He said I would not need to talk to her, as the kiosk staff would be intimated about the offer, by him. Hence, I went on Nov. **th, **** to Seawoods Grand Central's Lotus kiosk to collect this offer. When I produced Mr. Kapil's mail to the staff there, she said she was new. When I asked her to check records, she said she did not have any, and made me talk with Ms.Pooja Bhojane again, over phone. Ms. Pooja Bhojane was loud and outright and told me to "forward" the mail to her and that "she would need her senior's approval" before I could collect the offer and that I could come back after that. I told her to check mail records and that it was marked by Mr. Kapil to two others also, but she was adamant that I forward the mail to her -- "simple logic", she said. My visit was a waste and I had to go back frustrated, as always. I reported this immediately to Mr.Nikhil Bangera, Operations Manager, Seawoods Grand Central. He thereafter intervened between me and Mr.Yogesh Yadav, the present Retail Manager, and arranged for conference calls too. Mr. Yogesh here, agreed to let me collect the offer, and I did. But when I asked that I be compensated for the repeated harassment (the harassment that continues even after Mr. Kapil promised that it would not), Mr. Yogesh asked me for time to talk to his boss who was on tour, regarding this. He promised to get back to me with the decision as soon as his boss returned. He did not revert (earlier too, when we spoke, he had promised to get back to me after checking my purchase/membership details, etc., but did not). When I sent him a reminder, he replied (** days after the return of his boss), that a compensation could not be given, as it was against 'company policy'. I wrote back asking if it was company policy, how come he was not aware of it earlier and why he had kept me waiting (for ** days), saying he needed to consult his boss who was on tour? He also refused to give me contact details of his CEO/MD/VP when I asked for it.

Lotus Herbals is deficient/poor in its services. It has subjected me to a lot of mental agony and harassment for over * years. I have written long winding mails, made innumerable calls, and engaged in endless arguments with their staff. I want a compensation from Lotus Herbals for inconveniencing me thus.