Complaint Details

Status	:	Closed
Complaint No	:	0002595/2012
Category	:	Consumer Goods
Date	:	29-11-2012
Subject Line	:	Unethical marketing practices
Complainant	:	Suchi Chawla
Address	:	F-103, Raj Legacy, Vikhroli W, Mumbai
Complainee	:	Future Group
Address	:	Ghatkopar & Vikhroli

Complaint Details
Future group stores such as Big Bazaar and Home Town are resorting to unethical marketing practices. They have launched a reward program called "Payback". In this program they issue a card and basis the customers spend at Future group outlets the reward points are credited to the customer. Basis these reward points the customers get discounts on future purchases and they also get vouchers. The undersigned was enrolled for this program by future group representatives stating that it is a very customer friendly program. The undersigned had made purchases of over 25000/- in the past two months at various future group stores such as Big Bazaar and Home Town. However, due to systemic problems with the computers at those stores and revamping of the billing system, the points could not be credited to my "Payback" account. When the undersigned approached the stores, the stores advised that since the bills were for beyond 30 days, the undersigned should directly contact the helpline for crediting of reward points. When the undersigned contacted the helpline, the undersigned explained on the helpline (telephonically) abour the issue. the customer representative at the helpline advised the undersigned to scan and send all the bills in email format to the Payback team and they would help the undersigned. The undersigned immediately did so. However, the next day the undersigned recieved an e-mail from Payback stating the points could not be credited since the time period for registering a complaint had lapsed and they refused to even log a complaint.
The undersigned wishes to complain that the delay in raising the issue was not directly attributable to the undersigned as the undersigned was not properly directed by Future group stores.
Further Payback tried to pocrastinate the issue by asking for scanned copy of the bills when they very well know that the bills they (future group stores issue)fade away in a few days time.
Still the undersigned retrieved the old bills and submitted the details to Payback. However Payback (Future group)dint even bother to look into the complaint and gave a very mechanical response to the undersigned's issue and refused to login a complaint.
In case the points are not credited to the undersigned, the usdersigned stands to loose membership upgradation to 5 star, resulting in a loss of 5% discount in every future purchase with some of the future group stores.
Am attaching a copy of the email communication addressed by the undersigned to Payback (Future group). Further am also attaching a copy of the bills that are pending for crediting the reward points.

Regards

Suchi Chawla

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