Pureit · India

Pureit customer care and complaint escalation, India

Pureit customer care

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How to escalate a complaint with Pureit

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

Pureit, a Hindustan Unilever brand, offers water purifiers and RO services in India. For complaints and escalations, customers can reach out via their toll-free helpline, email, or escalate to senior management and external consumer forums if needed.

  1. Contact Pureit Customer Care

    Reach out to Pureit's official customer support for queries, complaints, or service requests. They provide a toll-free number and email for assistance.

    Toll-Free Helpline
    1800-570-1000 Available for customer support, complaints, and escalations.
    Email
    pureit@pureitwater.com For queries, escalations, and feedback.
    WhatsApp
    +91 97391 01344
    • Keep your purchase invoice, product serial number, and complaint details ready before contacting.
    • If your issue is not resolved within 48 hours, you may escalate further.

  2. Escalate to Grievance Officer / Senior Management

    If the initial support does not resolve your issue, escalate to the Service Head or other senior contacts mentioned in official communication.

    Service Head – India
    m.srinivasan@pureitwater.com
    Email (Alternate)
    pureit.hul@unilever.com Mentioned in a third-party customer service page.
    • Clearly state your previous complaint reference number and the lack of resolution.
    • Request a written acknowledgment and a timeline for resolution.

  3. External Consumer Forum / Regulator

    If the company fails to resolve your complaint, approach India's consumer protection mechanisms: National Consumer Helpline, Consumer Commission under CPA 2019, or sector regulators.

    National Consumer Helpline
    1915 Toll-free helpline for consumer complaints in India.
    Website
    https://consumerhelpline.gov.in Official portal for filing consumer complaints online.
    • File a complaint with the National Consumer Helpline (NCH) first; they may mediate with the company.
    • If not satisfied, you can file a case with the District/State/National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
    • For issues related to service quality or unfair trade practices, you may also approach sector regulators if applicable (e.g., BIS for product standards).

Tips for a stronger escalation

  • Always keep records of all communications, including call logs, emails, and complaint reference numbers.
  • Be polite but firm; clearly explain the issue and the desired resolution.
  • If you escalate, provide a timeline of your previous interactions and the lack of response.
  • Use written communication (email) for formal complaints to have a paper trail.
  • Check if your product is under warranty or AMC before claiming service.
  • If approaching consumer court, ensure you have all evidence and file within the limitation period (2 years from cause of action).

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