Spencer’s Retail Head Office
1st Floor, 31 Netaji Subhas Road,
Kolkata – 700 001
Phone: 033 6625 7800
Spencer’s Retail Customer Care
Phone: 1800 266 0134
Email: customercare.spencers@rp-sg.in
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About Spencer’s Retail
Spencer’s Retail is a chain of retail stores headquartered at Kolkata, West Bengal. Initially started in 1863 by the British John William Spencer, the company came under Indian ownership in the 1960’s and was later bought by the RPG Group, a major Indian business house. Mainly offering fresh and packaged food, Spencer’s follows the ‘Food First’ Format. Its stores sell a wide range of products including food, apparel, fashion, electronics, lifestyle products, music and books. The RPG Group earlier operated the retail chain Foodworld as a joint venture as a joint venture with Hong Kong based Dairy Farm International but, recently, the group has completely acquired the brand which is being incorporated within Spencer’s Retail. The company is also involved in a
n international tie up with US based Beverly Hills Polo Club.
The first Spencer’s store opened in Chennai, Tamil Nadu. Today, the company runs both Convenience stores (called Spencer’s) and Hypermarkets (called Spencer’s Hyper) totally numbering over 400 outlets across 60 cities across the length and breadth of the country. In the year 2008, Spencer’s opened a sprawling 72,000 square feet store in the famous South City Mall in Kolkata, its largest in India. In fact, Spencer’s Retail was the first supermarket and hypermarket in India, in the years 1980 and 2001 respectively. In a bid to promote a sense of loyalty to the brand, Spencer’s Retail has started a Smart Rewards programme for its regular customers. This allows customers to avail of numerous benefits and discount whilst Spencer’s acquires a loyal customer clientele.
Besides retailing a plethora of products, Spencer’s Retail also owns a few brands like ‘Spencer’s Smart Choice’ selling juices, noodles, cookies, honey, air fresheners, etc. Spencer’s also provides the ‘Clean Home’ range of home improvement products and ‘Tasty Wonders’ range of snacks. Spencer’s also produces general merchandise products under the name of Maroon which includes Non-Stick & Hard Anodized kitchen products besides home plastic and foils. Island Monks caters to men’s and women’s casual wear needs. Collage Studio is the company’s stationary sector brand name. Some of its other names are UnI, Scorez, Mark Nicolas, Asankhya and La Bonita. In every consumer segment, the company offers a promise of quality, variety and affordability. For its consistent performance in this sector, the company has been recognised with the SAP Ace Award, VMRD Award, Reid & Taylor Retail Icon of the Year and many others. Reach the Spencer’s Retail customer care for further information.
I am writing to you to raise an issue of misbehaviour by the Store Manager of Spencer’s Haldia
On 10/11/2020 my wife placed an order by phone at Spencer’s Haldia. When the delivery man came to deliver the items, she paid the bill through my debit card trice, every time the payment was deducted from her account. She showed the proof of account deduction to the delivery agent.
Because of their communication gap, the amount was not shown to the delivery person. When she raised her concern, they first connected her to the person concerned, she told him her concern, she was very in a panic that time, she explained her concern that she had already paid three times and why I should she pay once more. For a homemaker like me, every penny counts.
So, the concerned person said he would talk to the store manager. When he connected her to the Store Manager, he didn’t listen to her and asked her to pay again for the delivery, she had already paid thrice and she was already concerned about those payments, and the store manager had asked her to pay again otherwise the delivery will be cancelled. The store manager was very rude and arrogant. He did not even listen to what she was saying. They went back without delivering the product. It was frustrating for her
Customer is important for each store. Since she was terrified, did not understand what to do. But the Store Manager started behaving rudely instead of listening to my problems. She was already in a panic, his behaviour aggravated it more. The amount can be refunded but the harassment she faced after talking to the store manager cannot be repaid. every customer counts for a store.
I am writing to you to raise an issue of misbehaviour by the Store Manager of Spencer’s Haldia
On 10/11/2020 my wife placed an order by phone at Spencer’s Haldia. When the delivery man came to deliver the items, she paid the bill through my debit card trice, every time the payment was deducted from her account. She showed the proof of account deduction to the delivery agent.
Because of their communication gap, the amount was not shown to the delivery person. When she raised her concern, they first connected her to the person concerned, she told him her concern, she was very in a panic that time, she explained her concern that she had already paid three times and why I should she pay once more. For a homemaker like me, every penny counts.
So, the concerned person said he would talk to the store manager. When he connected her to the Store Manager, he didn’t listen to her and asked her to pay again for the delivery, she had already paid thrice and she was already concerned about those payments, and the store manager had asked her to pay again otherwise the delivery will be cancelled. The store manager was very rude and arrogant. He did not even listen to what she was saying. They went back without delivering the product. It was frustrating for her
Customer is important for each store. Since she was terrified, did not understand what to do. But the Store Manager started behaving rudely instead of listening to my problems. She was already in a panic, his behaviour aggravated it more. The amount can be refunded but the harassment she faced after talking to the store manager cannot be repaid.
I had placed an order today (17.06.2020) at around 10.34am (Order number 002072173) of Rs.1090 using my SBI Credit Card. I had been waiting religiously when suddenly around 2pm I received a msg from razorpay saying a refund of Rs.150 has been initiated which can be expected back in my account in 7 to 9 days time. What a horrible experience! When I checked your Spencer App I was shocked to find that they canceled the order without informing me and there was no evidence remaining in the App of the amount that I paid. Is this some kind of joke? Or a fraud Company? Please do the needful and return my money immediately else I will take you to the court. Why will you design an App where you take money from customers and then suddenly erase everything out? Get it straight or you are screwed.
Ordered products online on 12April,2020order no 001758056 for 16 products. After two weeks 4 products delivered. Out of 7 delivered products category and refunded amount for 3 products. But there were 9 products in the undelivered products category. Iam yet to receive refund for these products. Already emailed twice to the customer care.No reply. Tried to contact over the phone, no-one answered the call.The order was placed with the Questmall Spencer retail outlet. Please take necessary steps to refund my balance amount immediately.Spencer online shopping is disgusting.
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I had placed an order with spencers online on 12thApr. This was delivered by Spencer’s quest mall on 17th Apr. Now at the time of dispatch spencers indicated that some items couldn’t be delivered and refunded that amount. However, problem is there was one item – colored capsicum priced at 75 that was supposed to be in packed items but not delivered. I noticed it immediately and upon enquiry the delivery boy told me it was not found and would be refunded. I wrote to customer care within 5 mins, the same day. I followed up several times after that but no response whatsoever. The complaint number generated was 001760880. After that I also contacted Spencer’s through messenger but I am getting standard response that they are looking into the matter and will revert asap. This is 1month old issue now.
I used to be a regular customer of Spencer’s, both instore and online. But the experience had been beyond disappointing. This is complete fraud from quest mall to which
Spencer’s company is turning a blind eye.
Kindly note, I am a regular customer at Spencer, M G road, Gurgaon outlet. They charge customers for carry bags. There is a government regulation that instructs all retail outlets to provide carry bags free of charge. Bata was fined for the same. Pls refer to the following article regarding the same. As per the same regulation customers are not supposed to be charged for carry bags but Spencer stores are charging all customers for carry bags which is against rules.
I had made payment of my order Rs 1048.00 on 11th April 2020 for home delivery in Bidhan nagar Durgapur. My registered mobile no is 9801750005. The amount deducted form my account .But you sent me message stating “unable to place your order due to failure with the payment process”. I have tried to talk to your customer care in last four days , but none of your representatives talked to me in spite of my call holding for more than 60 minutes. Please take necessary action to place my order. I have also emailed the message to you, but reply is still awaited.
Order taken on 12th made full list of article advance of rs 3500 made date of delivery was 13th April 2020 . The next day got a message of refund of the full amount without delivering a single article. I had to waste a lot time without any result
Ordered 09 items vide order no 001650587 on 30 march.Received only 01 item on 08 april. No refund given for other 08 0aid ordets. No message / no mail received till date. Already 05 complaint lodged to complain address. PLEASE INITIATE ACTION
Hello,
I would like to share my weird experience with the Spencer’s online store. I had ordered some grocery items on the website and was expecting to be delivered the next day by 10 a.m. But, to my utter dismay, neither did the delivery boy turn up, nor did I receive any communication via text. When I sent a mail, I received absolutely no response from the customer care unit. Disappointed, I called the customer care number. The agent who interacted with me promised delivery of the products, within half an hour and informed that they could not inform me about the delay in delivery because of some technical glitch, which he was not able to elaborate. Unfortunately, 3 of the items ordered did not make it. I must say that you need to update the way your website works and also the way, your staff needs to work. There must be some reason why a person orders online. If he or she has to go all the way to a brick and mortar store just because there was a technical glitch, it is no use ordering online.
Dear Concern,
I would like to inform you that I am a regular customer of Spencer card no -200012311411 and had a wonderful experience before but after yesterday I am really disappointed and shocked after the behaviour of your Spencer’s employees at DLF Newtown heights, Action Area III, Chotto Chandpur, Newtown, New Town, West Bengal 700135.I would definitely ask you to look over the CCTV footage of the Spencer store Dt – 30th May,2017, Time – 9:05- 9:20pm. The way the employees misbehaved and harassed was really irritating and frustrating.
Yesterday , we entered the store at 9:02pm and everyone inside the store was either shopping or standing in the queue . We purchased items like glass set, cup set, ,dal , chawal & grocery items and stood in the queue. When our turn came at the counter the guy refused to bill and asked us to move to the other counter, hence we moved to two different counter again and asked the person to bill but they misbehaved with us and said the counter is closed hence we reacted and they started misbehaving and we refused to move to other counter and asked the guy to bill but he refused and this created a chaotic situation.They said that the counter is closed and the time was around 9:10pm. I would definitely ask for a clarification for what happened yesterday at the store. If the customer is standing in the queue and when you have allowed others as well within the due course then how can you deny us when we are standing in the queue as well to buy the goods. After what happened with us yesterday we were really disappointed, frustrated & annoyed.
I would ask you to sincerely look into the matter and look into the footage for what happened yesterday and take necessary action. First of all you should definitely teach some manners to your employees how to interact with the customers and definitely seek for a apology from the employees . I definitely want some action regarding this incident and want an apology in person from both the employee from your Spencer store. My address is mentioned below:
Look forward for your prompt and definite action and feedback.
Hi
I would just like to bring to your notice that inspite of being a very regular customer of your store, there was no reluctancy to introduce the paper bag which supposedly costed 20 rupees. This is not in the liking of customers as they are left stranded when one fine day you bring in this rule; though a simple message( other than offer messages) would have kept us prepared for this situation. We value 20 rupeez and issuing a cover shouldnt cost this much considering the margin profit you make from each product you sell.
I hope you would consider this in a positive sense and do the needful.
Dear Sir,
I am a regular visitor to your branch in Quest Mall, Kolkata. The branch seems to be most disorganised.
To give a few examples,(i) There is no arrangement for depositing one’s bag with purchases made in other shops at the entrance facing the exit to car park. So visit ing the Branch is out once a customer has vitied other outlets.
(ii)Then there is total lack of customer care in the counter selling cakes. The other day I went to order for a chocolate cake. I was asked to wait while someone went to the basement to get an order form. I gave up after 15 minutes of waiting and drove to Cakes on Ekdalia Road. Incidentally, I am 84 years old.
(iii) Thirdly, I wanted to buy Panipuri powder last week. The assistants, who perhaps out number of whom in slack time perhpas are more than the number customers in slack time, kept on pointing in a particular direction, without bothering to stop chatting with some other assistants. Finally I was told by one of them to go to the counter where they sell rice, dahl etc. But there they sold only Idli, Sambhar etc powders. At least one assistant stirred himself enough to go somewhere to enquire. After a while he came back and told me that the Branch did not have Panipuri powder. Then I went towards the Pay counter and looking to my right I saw a display of many packets. I went to the shelves and found many packets of Panipuri powder.
It looks as though due to the proliferation of ill trained floor assstants they spend time chatting with one another rather than assisting customers.
I have been an OD consutant for ages and have advised many hotels too. It seems obvious to me that at least the Quest Mall Branch needs an overhauling of manpower requirement and training.
Dear Sir
Branch:Lekhraj Dollar Complex, Indranagar, Lucknow
Ref your bill number; 89238. Dated 31-5.2014.
Loyalty card Number: 200002809005
I am a 83 years old lady with advanced arthritis in my legs. I regret to inform you that your staff is most reluctant to provide and push your customers in a wheelchair, this being my experience on numerous occasions. Today, my maid had to run from pillar to post, for getting the services of your staff who were refusing to assist & I had to wait for 15 minutes. There is no telephone number or name of any of your senior staff member to contact for help in such situations.
One foot rest of the wheelchair is missing for at least last 2 months. I wonder whether you have any staff who checks essential amenities for your customer, and if there is one, he should be taken to ask for not doing hos job properly.
I shall be grateful to be informed of the action taken on this complaint.
Regards
Saroj Nath