Godrej · India

Godrej customer care and complaint escalation, India

Godrej customer care

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How to escalate a complaint with Godrej

If the first response isn’t good enough, here’s the path to a resolution.

Godrej offers customer support across its enterprises and consumer products divisions. For appliances and security products, contact Godrej Enterprises; for consumer products like soaps and hair care, contact Godrej Consumer Products. Escalation options include dedicated customer care lines, email, and an online escalation form, with further recourse through India's consumer protection mechanisms.

  1. Contact Primary Customer Care

    Reach out to Godrej's customer support via phone, WhatsApp, or email for product queries and service requests.

    Customer Care (Appliances & Security)
    080-6743-6743 For appliances (AC, refrigerator, washing machine) and security products.
    Toll-Free (Appliances)
    1800-22-5511 24/7 customer support for appliances.
    WhatsApp Support
    +91 93216 65511 Available for appliances and security products.
    Email (Appliances)
    smartcare@godrej.com For refrigerators and washing machines.
    Email (Security Products)
    secare@godrej.com For locks and security products.
    Email (Consumer Products)
    care@godrejcp.com For Godrej Consumer Products (e.g., soaps, hair care).
    Customer Care (Consumer Products)
    +91 22 2518 8020 Alternate number for Godrej Consumer Products.
    Customer Care (Consumer Products)
    +91 22 2519 1234 Alternate number for Godrej Consumer Products.
    SMS
    56677 SMS 'Godrejcare' to 56677 for appliances.
    • Keep your product model number, purchase invoice, and service request details ready when contacting support.
    • For appliances, you can also submit a service request online via the Godrej Enterprises website.

  2. Escalate to Grievance / Nodal Officer

    If the primary support does not resolve your issue, use Godrej's dedicated escalation page or escalate to a higher authority within the company.

    Escalation Page
    https://www.godrejenterprises.com/escalate Online form to escalate unresolved issues for Godrej Enterprises.
    • Use the escalation page to formally raise your complaint if the initial response is unsatisfactory.
    • For Godrej Consumer Products, you may escalate by emailing care@godrejcp.com with a reference to your earlier complaint.
    • If you have a written complaint number, mention it in all follow-ups.

  3. External / Regulatory Escalation

    If the company fails to address your grievance, approach India's consumer protection bodies or sector regulators.

    National Consumer Helpline
    1915 Toll-free helpline for consumer grievances in India.
    National Consumer Helpline Website
    https://consumerhelpline.gov.in File a complaint online with the Department of Consumer Affairs.
    • You can file a complaint with the Consumer Commission under the Consumer Protection Act, 2019, if the value of goods/services exceeds the jurisdictional limit.
    • For issues related to appliances, you may also contact the Bureau of Indian Standards (BIS) if there is a quality or safety concern.
    • Keep all documentation, including bills, warranty cards, and communication with the company, as evidence.

Tips for a stronger escalation

  • Always note the date, time, and name of the representative you speak with during each interaction.
  • Keep a record of your complaint reference number and all correspondence (emails, chat transcripts, call recordings).
  • Clearly explain the issue and the resolution you expect, and set a reasonable deadline for a response.
  • If the first point of contact is unhelpful, ask to speak to a supervisor or escalate through the official escalation channel.
  • Before approaching external bodies, give the company a fair chance to resolve the issue within a reasonable timeframe (e.g., 7-15 days).
  • When filing a consumer complaint, attach copies of all relevant documents and highlight the deficiency in service or product.

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