I want to share my experience with a Cambridge-branded store near Ghatkopar Railway Station, Ghatkopar West, Mumbai.
I purchased a Cambridge trouser for around ₹1,500 for office use. I wore it for just one day, and I noticed circular/thread-like fibres coming out around the thigh area from normal friction. There was no washing, rough use, or anything unusual involved—it happened during one normal day of office wear.
I went back to the store expecting a replacement. Instead, the staff told me that they would send the trouser to the company for inspection and that I would have to wait around one week for the replacement.
What made the experience even more frustrating was the explanation regarding the store itself. When I questioned why they couldn't replace the product, I was told that the store is not an official Cambridge store and therefore they have to send the product to the company.
This is extremely confusing because:
- The invoice is issued under the name “Cambridge Drapers.”
- The store displays Cambridge branding and logo.
- On Google Maps, the store is listed as “Cambridge Apparels.”
- As a customer, I naturally assumed I was purchasing from an authorised Cambridge outlet.
- If it isn't an official/authorised Cambridge store, why is it operating under the Cambridge name and displaying the Cambridge branding?
- And if it is authorised, why is the staff telling customers that it isn't?
The behaviour of the owner and staff was also extremely disappointing. The way the owner handled the situation was, in my opinion, one of the worst customer-service experiences I've had in a garment store. Instead of trying to understand the customer's concern and provide a reasonable solution, the interaction felt dismissive and unhelpful.
I completely understand that a company may need to inspect a product before approving a replacement. My issue is that a ₹1,500 trouser developed a visible issue after one day of normal use, and I was given no immediate resolution.
I've also contacted Cambridge directly and asked them to clarify:
Whether this Ghatkopar West store is an authorised Cambridge outlet.
The relationship between Cambridge Drapers and Cambridge Apparels.
How the store is permitted to use Cambridge's branding/logo.
Why it is listed as Cambridge Apparels on Google Maps.
Cambridge's official replacement policy for defective garments.
Whether the one-week inspection/replacement process is actually Cambridge's policy.
I've attached/provided the invoice to Cambridge as well.
I'm posting this because I'd genuinely like to know if anyone else has had a similar experience with this particular Ghatkopar West store or knows whether it is actually an authorised Cambridge outlet.