The Grand Sweets and Snacks -THIRUVANMIYUR — Restaurant in Zone 13 Adyar

I had a horrific experience, representing the worst of customer service at the Thiruvanmiyur store today. Submitted a complaint on the online form, but there's no response so far. I've been a loyal Grand Sweets customer for decades now, ever since they had a small shop at Gandhinagar. I continue to by around Rs. 1,500 work of sweets and snacks practically every month. On 22nd January, along with other items, I asked for "Maalaadu," my father's favourite sweet, for his 85th birthday. On handing over to him, to our horror, we found that we had actually been given a pack of "Porivilangai Urundai" which is virtually impossible to bite for a octagenarian. Today, I visited the store and narrated the whole incident. She rather rudely asked me which store this happened. I made it clear that this was very much at the same store. Why else would I be making this complaint at this branch? Naturally, I got quite upset and said that this was no way to speak to a customer. When I said that I would take this up with the Head Office, she said that she wasn't bothered. Next, she said that all the staff in the store are senior, two women and a cashier, and that they couldn't have made the mistake. When I responded that this was a completely atrocious response to a genuine complaint, she said I could not be a long-time genuine customer if I was saying they made a mistake. Naturally, I got quite upset, and said that this was no way to speak to a customer. When I said that I would take this up with the Head Office, she said that she wasn't bothered. Since the lady seemed quite senior, the rather youngish cash counter guy would not get into this at all. I did submit these details on the customer service form on the "thegrandsweets.com" website. Hours later, there is no response! It is extremely sad that the Grand Sweets brand, built over several decades based on great taste and excellent customer service, is being tarnished by utterly terrible, callous, and arrogant salespeople...

I went there on Sunday and bought samosas, seedai, Ras malai, vethakozhambu and chilli thokku. None of the items had a manufactured and expiry date so I asked the lady if they were fresh. She said the stock came in the morning. And when I was looking elsewhere she labelled just the chilli thokku as manufactured in June - pic of both the label and invoice attached. When we got home and expectantly opened the chilli thokku, it smelled of stale oil. Such liars and cheaters - they shouldn’t be selling stuff like this to customers especially at a time like this. And she kept assuring me that the products were all fresh. These guys should have their shop shut for fooling their customers and selling expired and stale products to customers. It’s our money that’s paying their salary and they are trying to fool us out of our money. Sad state of affairs! Will never return to...

I always buy sweets from here when visiting Chennai and the same lady - I do not know her name - has been selling and packing sweets for me. Typically gift packs.

Today I bought 2 gift packs, and asked her for 2 carry bags, one for each friend I was gifting to. She said she was putting in the second carry bag into the first.

When I come home I find the second carry bag to be very different from the bigger, nicer one. This is shoddy, much smaller in size, and when I gift them together it is going to look as if one person is getting half of the other's.

I called the number on the internet for this store - only to be told that the number does not exist.

This is shortchanging the customer in more ways than one. Unacceptable. I hope NEVER to return...