Responsive Industries Ltd
Building No 1, Eucharistic Congress, 5, Convent Street , Building No 1, Eucharistic Congress, 5, Convent Street,, Colaba, Colaba, Mumbai, India
Initial contact with the supplier:
Online Supplier Directory
Type of product(s) being purchased:
PVC based products
Value of the Purchase Order when the incident occurred:
25,001 to 100,000 USD
Destination market of order in question:
Spanish Speaking South America
Type of Complaint(s):
scams & other unethical activities
Stage of relationship with the supplier at the time of the incident:
Dear Sir (s):
With all the respect that you deserve I am formally addressing to you with a complaint related to a purchasing that my company Soluciones Textiles made through an Indian Supplier a few months back. We are an importer of Textiles based in Medellin, Colombia.
Almost a year ago we were contacted by a PVC manufacturer from Mumbai, India, here below is their information:
Responsive Industries Limited
Esperanca Building, 1st Floor, Shahid Bhagat Singh Road,
Colaba, Mumbai 400 001. India
Tel: +91 22 6656 2727 / 6656 2704
Fax: +91 22 6656 2798 / 6656 2799
Contact: Rishabh Agarwal
Director, Business Development
Responsive Industries Limited
They are manufacturers of PVC synthetic leather. Initially they sent us different samples and books, with that we proceeded to make a marketing research in Colombia, the goods were tested for quality and the results were fine. We had two customer very interested. After a while we made the decision of purchasing a 20 footer container containing 20,000 linear meters of this product at a price of $1.50 a meter, totaling $30,000 US dollars FOB Mumbai. We wired an advance deposit to start production which is the norm with all of our suppliers and the balance against BL and documents after the final balance was paid off. Prior to the shipment we requested many times for a production sample (we have electronic documentation to support it) for acceptance of the goods as is the normal procedure with all suppliers, they promised that, but never sent it during that period. We paid off the balance and they proceeded to send the goods without prior approval. The goods arrived and 2 weeks later we got the production samples.
We paid the duties (10% duties) and the sales tax (16%) and all expenses related such as international freight, local freight and customs brokers fees (10%), around 36% total investment plus the FOB. We send the goods to our two customers and 2 days later both of them rejected the product due to poor quality, the tear strength was so bad that a normal person could tore it apart on both directions with the force of human hands ( we have videos to support this claim). I asked my customers to send back the goods and then proceeded to make a formal complaint to Responsive Industries in Mumbai. I have e-mails going back and forth with the Director of Sales Rishabh Agarwal, and by phone conversation he had asked me to send a sample from the batch production from one of the rolls, which I did on my own expenses. He promised to get back with me a week later, he did and explained that the goods in fact had a problem and he was very upset with his raw material supplier (I have copies of all e-mails to support this) and he promised in a short period of time a refund, he never gave us a refund, he came back with a ridiculous offer of 0.10 cents on our next order. I have lost total trust in this company, how can I give them another chance, after a situation they have created. I refused that offer and they were quite for a while, until I decided to send an e-mail to all of my customers and people I know warning them about this company. Then Mr. Agarwal came back with another offer, that I gather all the material and he will give me a refund, but who is going to pay for duties, taxes and all the expenses you normally have when importing goods into Colombia. I did not accept that either.
I ask you to help me in resolving this issue or at least warn other companies about the way Responsive do business, that gives exporters from India a very bad name and reputation. I have all the documentation related to substantiate my claim, emails, conversations, messages, pictures and videos of the product.
Hoping that you will put all the attention to this matter my best regards,
1. Insist on production samples, do not accept order until production samples come first
2. Have independent QC verify the goods are OK