Croma - Kelambakkam - OMR

It was a great experience shopping at the Croma Kelambakkam branch. The sales executive, Mr. Anwar, was highly knowledgeable and took the time to understand my requirements before helping me choose the right brand and model. I purchased an LG 65-inch TV, and the price offered was better than at other stores I visited. The delivery and installation were completed on time, exactly as promised. A big thanks to Mr. Anwar and Mr. Sundar for their excellent service and smooth overall experience.

Good, big showroom with enough parking

All electronics with max discounted price. Brought ear phone for my cousin. Friendly staffs and helped to sorting my doubts. More technical knowledge and explained the specs well.

I recently purchased an OTG from Croma, and unfortunately, the unit turned out to be defective. I raised a complaint, and I appreciate the way the entire issue was handled. A service engineer from the brand visited promptly, inspected the product, confirmed the defect, and initiated the replacement process under warranty. Although there were a few delays during the replacement process, I found the overall approach to be very professional and well-coordinated. Throughout the process, the Croma team kept things organized, and when I visited the store to collect the replacement, I decided to purchase other products for same value. The billing and exchange process was handled seamlessly, making the overall experience smooth. I would like to share a couple of suggestions that I believe can further improve the customer experience: 1. Dedicated customer support line for warranty and service requests Currently, every customer call goes through the store's main number, and the staff then transfer the call to the relevant department. While this may work well for new sales inquiries, it is less efficient for after-sales support, warranty claims, and service-related queries. I also noticed that the respective departments can call customers directly from their own numbers, but customers cannot call those numbers back. Instead, we have to call the main store number again and wait to be connected to the appropriate department. This adds unnecessary waiting time and delays communication. I would strongly recommend having at least one dedicated support number for warranty claims and after-sales service. It would improve operational efficiency, reduce waiting time, and make the support experience much more convenient for customers. 2. Wider brand availability One of the primary reasons I choose Croma is because it is a trusted multi-brand retail chain backed by the Tata Group. However, I noticed that some popular brands are not available for purchase. While I understand there may be business reasons behind this, from a customer's perspective, the expectation from a multi-brand retailer is to compare products across all major brands under one roof. Otherwise, customers may prefer visiting the respective brand's exclusive stores directly. Expanding the range of available brands would further strengthen Croma's position as a one-stop destination for electronics. Overall, my trust in Croma remains strong. Over the past two years, I have purchased multiple products from Croma because I am confident that I am getting genuine, original products. Based on my past experiences with other retailers, I do not always have the same level of confidence elsewhere. Despite the initial issue with the defective product, I appreciate the professionalism shown by the team in resolving it. My feedback is intended purely as a suggestion for improvement. With a dedicated support line for after-sales service and a broader selection of brands, I believe Croma can deliver an even better customer experience.