Today, on Valentine's day, when tradition talks of spreading love and expressing your love... Cafe Coffee Day has managed to pull off a FRAUD!
My classmate from University came by visiting me, she lives in another country and is visiting India briefly. She dropped by at office and we decided to go to the nearby Cafe Coffee Day or CCD as its commonly known as!
The Valentine flavor was seen all around and at CCD, with red balloons and young couples mostly in Red and Black, the women holding presents or flowers.... the spirit was in the air!
When we sat to order, i was a little disappointed as they were NOT serving the regula
r menu, so there was no usual Masala Chai Black for me. A little unhappy, i continued to choose what my friend had ordered for - 'Go Nut Cappuccino'. As the guy was walking away with the order, we noticed that there was "no price attached to the menu", we joked about CCD's strategy to make extra bucks on V-Day and asked the guy how much the cappuccino costs, he did a mental calculation and said Rs. 51/-. We were pleased, thats not a rip off after all!
The order came and our expectations got crushed further, the Go Nut was all about one simple cappuccino and CCD's own Masala Peanut, which they call ' Go Nut'. Bummer! Yet we were going with the spirit... catching up on matters of a few years that had grayed on us. After a couple of hits by the floor supervisor at CCD we decided we'll make way for the young love birds who had flocked around waiting for their chance to taste the sweetness of caffeine...
When it was Bill Time, i was given a bill of Rs. 75 first, which in between conversation i handed a Rs. 500 note... so when change came back, i was charged an amount of Rs. 190/-
It happens such that Go Not, has nuts that's separate and charged Rs. 36 for 2 (all the time we thought it was complementary and it sucked!) Cappuccino was Rs. 75 for one. (Omygod!) When asked for a clarification, i was told that the person who took my order was not aware of the costs. Even after random excuses and million illogical statements, my question was not answered - "I want a compensation." Finally, after a serious argument and pointing out that CCD was doing a fraud with its customers, i got charged Rs. 51/-per cup of coffee.
The point is not about money here, it is about setting consumer expectations. It is about ensuring product knowledge and awareness to the last line in your business.
It is also about acknowledging the fact that consumer's are intelligent, running a business, but in a fair manner. I have no qualms about CCD making a quick buck on V-day, but my problem is in the fact that they opted not to inform the customers about the prices up front, still worse, gave wrong information.
What's your fraud experience? Let know. Also, i will be interested in knowing, if you guys can come up with intelligent fraud ways of making a quick buck... let the ideas roll!
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16 years ago
Hi Nandini,
ReplyDeleteI Landed in your Blog through OCC.
One recent experience lingered on my mind while reading the line "It is about ensuring product knowledge and awareness to the last line in your business"
I was in need of some cash - as and when I want basis.I heard of Overdraft accounts which provide ready cash credit lines...just thought of checking that facility with HDFC bank where I hold my salaried account...called the customer care,they were not able to give any other information apart from the fact that such product is available.
I wrote a mail to HELPDESK which is exclusively set in our office by HDFC.I had asked 11 questions related to the product and I got answer for just 1 disclosing interest rate as 0.05% on daily basis from the time I borrow and I was informed to drop in to nearest branch for availing it with 3 months payslip.
I walked into the branch and was informed that they need further documents like address proof,ID proof and such likes...When I asked why I was not informed of it by Customer Care or HelpDesk,comes the answer we'll enquire it.When I asked what would be the interest rate,answer comes as It will be between 0.05 to 0.058% and they can confirm the exact tomorrow.
Next day I walk into branch with all the documents,took the application and again asked what would be interest rate to fill in the application,answer comes as you can sign the application and give ...we'll fill the interest rate.I was shocked and asked how do you expect me to sign...it's as good as blank cheque.There comes the answer,it'll be between 0.05 to 0.068% ...Just a day before it was 0.05 to 0.058% ,now uppper limit goes 0.068....I said you are not consistent in your statements & not revealing exact interest rate and expect me to commit to something that i'm not aware of...I yelled and walked back saying "Educate yourself on the product & keep customer aware of all the facts before asking them to sign up...."
---Sunitha