FRONTIER BISCUIT FACTORY PVT LTD - Charging Money for Sampling Biscuits
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Complaint by: Vivek on March 29, 2013, 6:37 pm in Retail Stores

The Experience at the outlet

I Vivek Singh, had today (Date: March 29th, 2013. Time: Around 11:30am) visited one of the francise outlets of Frontier Biscuit which is located at HP Petrol Pump (GJ TRaders, Shanti Service Station., HP Petrol Pump, Mathura Road, Madanpur Khader, New Delhi. Tel.: 011-2694 9463).

I had been there with my guests to buy Frontier Biscuits since we all like the product.

But we came back with a very bad taste from the abovementioned outlet.

At the outlet, my guests were excited to see so many flavours of biscuits. And since, they had never tasted them before, we requested to sample them before buying.

But the salesman there, who revealed himself as Mr. Umesh Kumar Ahuja, was not forthcoming with our idea of sampling the biscuits. On some insistence, even when he agreed to allow us to sample them, he started giving us tiny piece each from some corner of the shop. Imagine, just a tiny piece broken from some corner of a full biscuit or maybe they were just crumbs lying in one corner.

I laughed at it and asked him how can we sample crumbs of dry fruit biscuits in which we can't see even a tiny piece of dry fruit? And that too four of us to decide buying biscuits for 3 families from just one crumb of biscuit?

So he smirked and eventually shared a full piece of a biscuit. By now, he knew that the other people accompanying me were my guests from outstation and that we were not whiling our time and that we in the outlet to definitely making a purchase. Yet, he smirked and let us taste full piece of a biscuit which we looked interesting to us.

Now when we made our purchase and asked for the bill, I was surprised to see that I was charged even for the biscuits we sampled. Initially I thought, it must've been a mistake. When I asked about it, he said yes he had charged us knowingly.

When we tried to reason with him, he started haggling in a very indecent manner and started talking nonsense.

In fact we were there to purchase on Kaju Pista biscuit, but on tasting other biscuits we decided to buy other flavours too. In all we made a purchase of Rs. 1213.00 and this man here was charging us 5 pieces of biscuit which we sampled before making our purchase. He argues that it was company rule.

Then I reasoned with him saying that I for once am ok if it was Frontier Biscuits rule to charge for sampling. But when I asked, why wasn't I informed when I asked for sampling and even before billing that he is going to charge me for sampling. On this he kept giving ridiculously lame reasons that "since I kept the biscuit in the weighing scale, (which acted as a tray for keeping biscuits), you should've understood that it was chargeable." What kind of a rubbish reasoning is this? We didn't purchase by weighing them. We have bought pre-packed boxes of biscuit. So does this shameless behaviour of his hold water???

On top of this, he started shouting loudly like a street vendor and started humiliating me in front of my guests regarding this and making accustationd like people come here and have biscuits for free in the name of sampling. On this I said I have made a good enough purchase, but he kept howling like a streetside vendor.

When I said I will report this matter to Frontier Biscuit, he said "I don't care, do whatever you want to do and said, here take my name and complaint to whosoever you want to, I just don't care."


Since I had to send these biscuits to my guests and outstation relatives, I paid bill and left the outlet with a very foul taste in my mouth.



The Experience while trying to report the matter

At 12:29pm I called Frontier Biscuit on 01276-268271 and spoke to one Mr.Kailash and told him that I want to speak to the Customer Care dept of Frontier Biscuit. He then furnished me with a mobile number (98 1818 4246) and asked me to speak on this number.

At 12:32pm I called on ********46 which was answered by Mr. Sandeep Anand. On asking which dept he belonged to he said "Administration". I then requested him to give me the mail id or number of the owner of Frontier Biscuit or of a relevant Senior Manager from the company to whom I can lodge a complaint. He said he can't give me the numbers and mail ids of anyone and insisted that I narrate my complaint to him over the phone. Having no choice, I narrated the entire incident. On hearing it he said he will look into it. He neither mentioned the complaint number, and shockingly, he didn't even bother to ask the details of the salesman against whom I wanted to lodge a complaint. When I pointed this out to him, he said "we will find that out on our own."

What kind of a response if this??? And why should someone from Admin dept take down consumer complaints??? A food company doesn't have a consumer care department??? How can this be???

He then assured me that he will look into this matter and keep me informed. I said I will SMS him my mail id so that I can be informed of the action being taken by Frontier Biscuit. On this note, we hung up and then I SMS'ed him my mail id (this very mail id).

Even after hours of lodging the complaint and the assurance that someone from Frontier Biscuit will call me regarding it within a few hours or I will get a mail, nor did I receive any calls, nor did I got any mail. So at 4.43pm I called up Mr. Sandeep Anand. I was agains surprised to hear from him that he didn't receive any SMS from me mentioning my mail id. It was so clear that all the concern which he showed was simply fake.

When I voiced my displeasure at this, Mr. Sandeep that take the complaint number over the phone. I said on his insistence I'd already shared my mail id so I want the complaint number on my mail and not orally over the phone. On this, as if to take a revenge, he spontaneously said "so forget the complain you made, if now you want to make a complaint, you also give me in writing on mail."

So here I am lodging my complaint in writing. Please find attached copy of the bill of purchase as proof of my allegations.

We all love Frontier Biscuit, but we won't tolerate this humiliation and unruly behaviour. It is simply unnacceptable.

If anyone at Frontier Biscuit really cares for its consumers, give me the proof by taking action against the foul-mouthed salesman. I don't care if he is the owner of the shop. Even Frontier Biscuit should understand that the salesman or the owner of the franchise is not losing anything. It id the name of Frontier Biscuit which is getting maligned here. So show me proof of action taken by the company or else you can rest assured that I am going to take this matter to various consumer forums and and follow up on it. And if I fail to get justice, I will share this with other consumers on every possible social forum so that they don't fall for a company which doesn't respect or is careless towards its own consumers.

Vivek Singh
New Delhi
Mail: vivekpoloi10@gmail.com
Cell: 844-796-7786

Complainant's Goal: Apology and Refund
Complainant's Target: FRONTIER BISCUIT FACTORY PVT LTD
Complaint Location: India
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Recent Comments
2.
Wed, 26 Jul 2017  PANKAJ BIYANI

I bought one Kg of Biscuits from the same outlet 3-4 days back. The Biscuits were over baked and tasteless. I wanted to complain this but not got any Consumer Care Number.

Thanks & Regards
Cell No. ********21

1.
Wed, 13 Apr 2016  Sanjay Kumar Gupta

customer service is paramount when there r so much competition.
deteriorated quality especially for the price charged.