How can we help you?

Ordering

Open your browser (Internet Explorer, Chrome or Mozilla Firefox) & type www.spencers.in – you will be asked for your city and pin code/area name, click on 'Submit' once you have selected out your area code/area name from the drop down.

Once you are on our Home Page, you can search for products by typing out the product name in the space where it is written 'I am looking for'.

In the below example, toor dal is been searched

  1. Navigating using the Search Bar: Type 'Toor' in the Search Bar, you can see options for the searched product

  2. One can choose and add the desired product from the drop down that appears. The 'Add' button can be used to add items to the cart. To add two units of the same product to cart click on the 'Add; button twice and so on.

    From the drop down that appears 4 units of 'Tata Sampann High Protein Toor Dal' is chosen to be added to the cart by clicking on the 'Add' button.

  3. Navigating using the Category navigation bar: Example: Spencer's Smart Choice Rajma (Red Hover your mouse over 'Grocery & Staples' on the navigation bar, you can see all the categories under Staples: Dal & Pulses, Edible Oils & Ghee, Dry Fruits etc.

    Under Dal & Pulses – you can see 'Rajma' Click Rajma to see all the brands of Rajma available

    Out of the brands available, one may want to choose the Daily Jammu Rajma – Click the 'Add' icon placed below your item of choice. You can see that Daily Jammu Rajma 500g has also been added to your cart

    In this manner, you can continue adding items to your cart…

    Click on the Checkout Tab to 'Check Out'

Yes. Please refer spencers.in home page for the minimum order value.

For instance, If you need 3 bags of Tata Sampann High Protein Toor Dal instead of 5 – Click on the (-) under Quantity Tab and change 5 to 3, now click 'Proceed to Checkout'

You can see that the quantity has been updated: With this change Our Cart value is Rs.585 & one can 'Proceed to Checkout'

Click the box 'Proceed to Checkout' - You will be asked to Login using your email ID and password. If this is your first time – Please click 'Register Now'

Key in all the required details – ensure your password has at least 6 characters & then click 'Submit'

An OTP will be sent to the mobile number mentioned at the time of registration. Enter the OTP and verify.

Post OTP verification one can choose the date of delivery and delievry slot on that day

After choosing the 'Delivery Date' and 'Delivery Slot' fill the details of delivery address

Payments

Clicking on the 'Proceed to pay' will guide to the payment page where one can choose from variety of payment options. One can also redeem the wallet balance while paying for the order.

One can use Internet Banking, Credit Card, Debit Card and Cash on Delivery to pay for the orders. Customers can also avail the payment mode of paying through 'Card (Debit/Credit) on Delivery' after selecting the Cash on Delivery option

Post updating the delivery address, one will be guided to the Order Preview page where one can review the order. The page also has 'Proceed to Pay' button.

Your online transaction on Spencers.in is secure with the highest levels of transaction security currently available on the Internet. We use 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.

All credit card and debit card payments on the app are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.

We realize the importance of a strong fraud detection and resolution capability. We and our online payments partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team.

In the rarest of rare cases, when our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder. We apologize for any inconvenience that may be caused to customers and request them to bear with us in the larger interest of ensuring a safe and secure environment for online transactions

Enter your Card Number & Expiry Date (these details are on the front side of your card) The CVV number is a 3 digit code that you will find on the flip side of your card. Simply click on 'Make Payment' to complete your transaction.

You will have to validate your card details via an OTP sent to the mobile number registered with your bank or by entering the grid numbers provided on your debit card

How do I use Net Banking?

Choose your Banking Partner from the drop down list provided, the page will redirect to your bank's internet banking site. Login, using your banking user ID & password.

You may be asked to validate your transaction using the grid numbers on your debit card or an OTP sent to the mobile number registered with your bank

Smart Rewards

Just shop at spencer's and ask for your SmartRewards Program brochure from the cashier. Click here to know the minimum amount you need to shop for to be eligible for membership.

Your Program brochure contains your registration form and your SmartRewards card. Please fill in the registration form accurately and in full and drop it in the drop box placed right behind the cash till or handover it to the cashier at the program desk in-store(program desk in Spencer's Hyper only).

IMPORTANT: If your registration form is not complete or the cashier has forgotten to swipe the card at the cash till at the time of issue then your card will not get activated and you will not be able to either track your points status or redeem any points that you might have accumulated while shopping at Spencer's.

All current HSBC Spencer's card holders can use their HSBC Spencer's card in the same way that they have been using till now.

  • Please remember to fill in your mobile number in the registration form to enjoy the benefits of the Program.
  • Your SmartRewards card will be activated within 21 working days of applying for registration. The moment your card gets activated you will receive an SMS containing your web user ID and password. The User ID and Password is your Smart Rewards Card no. After first login, please remember to change the password for security reason. Log on to click on the SmartRewards link, and use your web user ID and password to:
    • Check/edit your profile.
    • Track your points earned, points redeemed, and points balance.
    • Submit lost card requests or ask for a points e-statement.
    • Please remember to change your password the first time you log in.
  • *Conditions: Minimum shopping limit to be eligible for program membership varies from store to store . Click here to know the minimum amount you need to shop for to be eligible for membership.
    • Spencer's SmartRewards card is a bearer's card. In case it gets lost or misplaced please call 18002660134(toll free – operational 8 a.m. to 10 p.m. on all days) to block the points redemption immediately.
    • Spencer's will not be liable for any points redemption if you do not block points redemption on your card or if the points are redeemed before you block your card.

WHAT WILL I GET BY PARTICIPATING IN THIS PROGRAM?

By participating in the Program you start earning points for every purchase you make at Spencer's. That's not all – you start earning points from day 1 of applying for registration! To earn your points, just hand over your SmartRewards card to the cashier every time you shop at Spencer's.

FOR EVERY RS.100 YOU SPEND AT SPENCER'S, YOU EARN 10 POINTS.*

Additionally, Spencer's will launch exclusive promotions for Program members from time to time which you can take advantage of. Such offers when launched would be communicated to you either in Spencer's stores or though the contact information you have submitted at the time of registration.

  • *Conditions:
    • Points will get transferred to your account within 7 working days of your billing. E.g. if you shop at Spencer's on August 15, 2010 then points for this billing would get transferred to your account by August 24, 2010.
    • Points are earned if you purchase in multiples of Rs.100 only – e.g. if you have billed Rs.175 then you will only get 10 points for the first Rs.100 you have spent. In this case, it would be better to purchase a small amount more to bring your total billing up to Rs.200 and earn 20 points instead.
    • Points are earned on the net invoice amount paid (amount paid after any deductions that may be applicable).
    • For points expiry rule please refer to the points expiry section in this brochure.
    • Other Spencer's SmartRewards Program conditions apply.
    • Please remember to carry your SmartRewards card every time you shop at Spencer's to earn points.
    • In order to be rewarded with points on a purchase, your card must be swiped at the time of that purchase. Otherwise, no points will be given.
    • No manual entry of your card number at the cash till is allowed.

WHAT CAN I GET THROUGH THE POINTS I HAVE ACCUMULATED?

You can use your points to pay for the purchases you make at Spencer's. It is similar to getting cash-off on your purchases

HOW DO I GET POINTS IF I HAVE BEEN HANDED OVER A HANDWRITTEN BILL?

There are times when you are issued a manual bill on your purchases. As a Smart Rewards card holder, you are eligible for points against such purchases as well. Please remind the cashiers to note down your Smart Rewards card number while issuing you a handwritten bill. The process for the same is as follows

  • Log into the CRM Portal with your userid and password
  • Submit a request
    • In your request, please share the following mandatory details
      • Store Address (as mentioned on the handwritten bill)
      • Handwritten Bill No.
      • Bill Date
      • Bill Amount
      • Card No.
    • Points will be transferred to your account within 10 working days from the date of request. In case you find points have not been transferred kindly call us at 18002660134 (toll free – operational 8 a.m. to 10 p.m. on all days) or email us at customercare.spencers@rp-sg.in. Our customer service team will be happy to resolve your queries.

HOW DO I REDEEM POINTS?

Simply hand over your card to the cashier at the time of billing, and confirm to the cashier the number of points you would like to redeem. The cashier will redeem points on your behalf and hand over a charge slip as a confirmation of points redemption.

1 point = 5 paise

Conditions:

  • Any redemption performed by the cashier at your instructions cannot be cancelled or altered or amended at any point in time.
  • Points redemption is possible at the time of purchase only.

HOW WILL I KNOW THE NUMBER OF POINTS I HAVE ACCUMULATED OR REDEEMED?

We will send you a monthly SMS informing you of your points balance. Better still:

  • Just log on to www.spencersretail.com, click on the SmartReward points link, and check your points status or
  • Call us at 18002660134 (toll free – operational 8 a.m. to 10 p.m. on all days) and ask our customer care executive about your points status.

WHEN WILL MY SPENCER'S SMARTREWARDS CARD NOT GET ACTIVATED AND WHAT IS THE DISADVANTAGE OF HAVING A CARD WHICH HAS NOT BEEN ACTIVATED?

  • If you do not fill in your registration form in full at the time of registration your card will not get activated.
  • If the cashier does not swipe your card at the time of card issue your card will not get activated.

If your card is not activated:

  • You cannot redeem your points.
  • Also, you won't be able to view your account and points status on the website.

If you find that you are using a card which has not been activated call us at 18002660134 (toll free – operational 8 a.m. to 10 p.m. on all days) and customer care will guide you to get it activated.

Please give us a week from your request date to activate your card in such cases.

WHEN WILL MY POINTS EXPIRE?

All points accumulated on a card on or before 30th June, 2012 will expire on 1st October, 2012

WHOM SHOULD I GET IN TOUCH WITH IN CASE I HAVE ANY QUERIES OR IF I want to report A LOST CARD?

Please log on to www.spencersretail.com and submit an online request, call us at 18002660134 (toll free –operational 8 a.m. to 10 p.m. on all days), or write to us at customercare.spencers@rp-sg.in mentioning your card number and we will get in touch with you.

In case you require any further assistance regarding the Program, need more information, or wish to inform us of any change related to mobile number/address, other details, or loss/damage of card, write to us at customercare.spencers@rp-sg.in mentioning your card number or call us at 18002660134 (toll free – operational 8 a.m. to 10 p.m. on all days). Our customer service team will be happy to resolve your queries.

WHAT DO I DO IF I MISS/FORGET CARRYING MY CARD TO THE STORE AT THE TIME OF SHOPPING?

Points will also be awarded for the transaction where you have missed swiping your card at the time of billing. Request for "Missed Rewards" to be made within 2 days of the billing date:-

You may earn "Missed Rewards" by:-

  • Log in Online- Please login with your user ID and password to and give a request for manual points updation.
  • Call Customer Care- 1800 266 0134 (toll free) and give a request for manual points updation.

For both of the above process- Bill number, till number, Smart Rewards card number, bill date and store name would be required.

By participating in the Program you start earning points for every purchase you make at Spencer's. That's not all – you start earning points from day 1 of applying for registration! To earn your points, just hand over your SmartRewards card to the cashier every time you shop at Spencer's.

Additionally, Spencer's will launch exclusive promotions for Program members from time to time which you can take advantage of. Such offers when launched would be communicated to you either in Spencer's stores or though the contact information you have submitted at the time of registration.

  • *Conditions:
    • Points will get transferred to your account within 7 working days of your billing. E.g. if you shop at Spencer's on August 15, 2010 then points for this billing would get transferred to your account by August 24, 2010.
    • Points are earned if you purchase in multiples of Rs.100 only – e.g. if you have billed Rs.175 then you will only get 10 points for the first Rs.100 you have spent. In this case, it would be better to purchase a small amount more to bring your total billing up to Rs.200 and earn 20 points instead.
    • Points are earned on the net invoice amount paid (amount paid after any deductions that may be applicable).
    • For points expiry rule please refer to the points expiry section in this brochure.
    • Other Spencer's SmartRewards Program conditions apply.
    • Please remember to carry your SmartRewards card every time you shop at Spencer's to earn points.
    • In order to be rewarded with points on a purchase, your card must be swiped at the time of that purchase. Otherwise, no points will be given.
    • No manual entry of your card number at the cash till is allowed.
You can use your points to pay for the purchases you make at Spencer's. It is similar to getting cash-off on your purchases

There are times when you are issued a manual bill on your purchases. As a Smart Rewards card holder, you are eligible for points against such purchases as well. Please remind the cashiers to note down your Smart Rewards card number while issuing you a handwritten bill. The process for the same is as follows

  • Log into the CRM Portal with your userid and password
  • Submit a request
    • In your request, please share the following mandatory details
      • Store Address (as mentioned on the handwritten bill)
      • Handwritten Bill No.
      • Bill Date
      • Bill Amount
      • Card No.
    • Points will be transferred to your account within 10 working days from the date of request. In case you find points have not been transferred kindly call us at 18002660134 (toll free – operational 8 a.m. to 10 p.m. on all days) or email us at customercare.spencers@rp-sg.in. Our customer service team will be happy to resolve your queries.

Simply hand over your card to the cashier at the time of billing, and confirm to the cashier the number of points you would like to redeem. The cashier will redeem points on your behalf and hand over a charge slip as a confirmation of points redemption.

1 point = 5 paise

Conditions:

  • Any redemption performed by the cashier at your instructions cannot be cancelled or altered or amended at any point in time.
  • Points redemption is possible at the time of purchase only.

We will send you a monthly SMS informing you of your points balance. Better still:

  • Just log on to www.spencersretail.com, click on the SmartReward points link, and check your points status or
  • Call us at 18002660134 (toll free – operational 8 a.m. to 10 p.m. on all days) and ask our customer care executive about your points status.
  • If you do not fill in your registration form in full at the time of registration your card will not get activated.
  • If the cashier does not swipe your card at the time of card issue your card will not get activated.

If your card is not activated:

  • You cannot redeem your points.
  • Also, you won't be able to view your account and points status on the website.

If you find that you are using a card which has not been activated call us at 18002660134 (toll free – operational 8 a.m. to 10 p.m. on all days) and customer care will guide you to get it activated.

Please give us a week from your request date to activate your card in such cases.

All points accumulated on a card on or before 30th June, 2012 will expire on 1st October, 2012

Please log on to www.spencersretail.com and submit an online request, call us at 18002660134 (toll free –operational 8 a.m. to 10 p.m. on all days), or write to us at customercare.spencers@rp-sg.in mentioning your card number and we will get in touch with you.

In case you require any further assistance regarding the Program, need more information, or wish to inform us of any change related to mobile number/address, other details, or loss/damage of card, write to us at customercare.spencers@rp-sg.in mentioning your card number or call us at 18002660134 (toll free – operational 8 a.m. to 10 p.m. on all days). Our customer service team will be happy to resolve your queries.

Points will also be awarded for the transaction where you have missed swiping your card at the time of billing. Request for "Missed Rewards" to be made within 2 days of the billing date:-

You may earn "Missed Rewards" by:-

  • Log in Online- Please login with your user ID and password to and give a request for manual points updation.
  • Call Customer Care- 1800 266 0134 (toll free) and give a request for manual points updation.

For both of the above process- Bill number, till number, Smart Rewards card number, bill date and store name would be required.

Gift Cards

It is a much more elegant and smart option than buying a product or gifting cash
You can purchase Spencer’s Gift card from any of the Spencer’s Hyper stores and get it billed in a similar manner just like any other product. Please click here for Spencer’s hyper list.
The Gift card will only be activated with a minimum load value of Rs 500/-.
Gift card is valid for one year from the date of activation.
There are 3 ways how you can check the validity and balance on your gift card Sms .jpgC to 9841646669 for an immediate response on your card balance and validity or Log on to the or call our Toll-Free 1800 266 0134 anytime during 8 AM – 10 PM (operational on all days)
You can redeem the Gift Card only at the Spencer’s Hyper & supers stores.
You can redeem the gift card for any merchandise at select Spencer’s outlets in India. Click here for the list of the relevant stores. However, the card cannot be used for purchases made at the spencer’s food court and/or concessionaires. It is not redeemable for cash or credit.
The gift card is redeemable within a period of 12 months from the date of activation. When redeeming your gift card you can even part pay using a combination of Gift Card + Cash or Gift Card + Credit/ Debit Card. For click here for detailed Terms & Condiitions
This card is valid for a period of 1 year from the date of activation OR until the balance in the Card reaches zero WHICHEVER IS EARLIER. Post this, the card cannot be reloaded again for reuse.
Gift card is a bearer’s card. Spencer’s is not responsible/liable for any loss to customer if the card is lost or stolen in any manner whatsoever; if it is lost or stolen it can’t be blocked.
The gift card can be redeemed partially and the balance will remain in the card to be redeemed on subsequent bills, however within the validity period of the card. As mentioned earlier, the gift card is valid for a period of 12 months from the date of activation.
A gift card cannot be used for buying another Gift card. This Gift Card is redeemable for merchandise at all Spencer’s hypers in Kolkata, Siliguri and Durgapur. Additionally in Avishar & Upohar. Not valid in Food court and concessionaires and it is not redeemable for cash or credit.
No extensions / revalidation would be possible if the Gift card expires. Hence, the balance value will be lost.
Please seek help from the store cashier or the store manager or call our Toll-Free 1800 266 0134 anytime during 8 AM – 10 PM (operational on all days)

Delivery

Are there any delivery charges?
Unfortunately, you cannot change your delivery slot after placing your order
Yes, we deliver on all weekends & Public Holidays, On Holi – We will not offer any delivery slots in the morning & on Diwali, we will not offer any delivery slots in the evening
Fruits, Vegetables, Fish & Meat undergo a stringent Quality Check to ensure that only the right quality is picked & packed – Fruits & Vegetables are weighed on our scales, For Fish & Meat, weights are assigned only to the cleaned product. Chill pads & insulation boxes are used for delivery to maintain freshness
Orders can be cancelled two hours before the start of your chosen delivery slot. You will have to reach our call center and place a request. Our call center number is 1800-2660-134. Example: If your chosen slot is 9:30AM – 11:30AM, you can cancel your order by calling the call center up to 7:30AM

Returns & Refunds

Our stringent Quality Check process ensures that we do not ship any item that falls short of your expectations, if this event arises, we follow a 'No Questions Asked' Refusal Policy at your doorstep. Value of the goods refused, will be credited to the source of payment in case of all pre-paid orders

While checking out, choose 'Redeem' to utilize the wallet balance while paying for the order. Wallet points have a validity of 30 days.

No. Reverse pickup of returned items is not done by our delivery team. All returns are entertained at designated spencer's store and the product is to be carried by the customer to the store. Please reach out to our call center to locate your store of return. Our return policy for different product categories is as below.

Please Note: a) For Fruits & Vegetables, Fish & Meat, Chilled & Frozen, Under Garments, E&E & Consumables– Returns will not be entertained b) Any other product category – Returns will be entertained within 7 days of delivery How much time does it take to process refunds? Refunds will be credited within 2 working days. Money will be credited to the original source of payment for refusal to accept whole/part of order or for non-fulfillment of whole/part of order. Money will be credited to spencer's wallet in case a part or whole of the order returned after accepting delivery.

My Account

When you login, the system prompts you for your email ID & password, in case you have forgotten your password, Click on the 'Forgot your Password' link as shown below:

This will take you to a page where you have to confirm your email address – as shown below: Enter your email address and click 'Submit'

You will receive a link on your registered email ID, which you can use to reset your password

On the Home Page, on the top right hand corner of your window you will see your account name 'Avijit' in the below example. Click on your account name to access your 'My Account'.

You will see the 'My Account' Menu on the left side of your window. Choose 'Account Information'

In 'Account Information' you can change your email address and mobile number( To be updated post correction on the site)

Yes, you can earn points by ordering online. You can also use your points while shopping on spencers.in

If you have to change your billing/shipping address, click on 'Address Book' – You can edit your billing/shipping address or add a new address altogether using 'Edit Address'

Click on 'My Orders' from the 'My Account' Menu on the left side of your window. You can see your order history & can choose to 'Reorder' any of them. Simply click 'Reorder', make changes as desired to your cart & checkout!

Customer Relationship Management(CRM)

One can become a member of our CRM program to availa of benefits like earning and burning of reward points, enrollment into Smart Rewards program on spencers.in

One will have to register with Mobile Number, e-mail id and password. Existing members of Smart Reward program will get an OTP using which one can verify the details provided. Upon succesful verification the Smart Reward card number will then get linked with the online user id of the customer.

For all registrations where the details have not matched but have a valid SR card number, one can enter the SR card number in the field provided and if found to be correct, the online id is linked with SR card number.

In case one wishes to join the Smart Reward Program, he/she can use the 'I want to join SR program' link, fill out the required details and post which the user will will be alloted a SR card and the same will be linked to online id.

Our CRM program is voluntary for customers.

Accrual of points

  • The SR points accrual will be done on the next day after day of delivery
  • Accrual of points will be done on the net delivery value i.e. Invoice Value – Credit Note(If any)
  • If at any time after accrual, products are returned, then the points have to be reversed from SR Points Balance according to the credit note generated
  • If the enrollment date of SR rewards program is after the online registration date, points accrual will not be done for any previous orders made by the customer
  • If the enrollment date of SR rewards program is before the online registration date and then the user choses to link the SR Card on online platform, the accrual of all online orders post enrollment date will be done

Redemption of points

  • In case points are redeemed to shop online and then products are returned, the equivalent points will be reversed in wallet.

Click & Pick

To use the facility you have to register with spencers.in. You can browse for the products and the flow is similar to home delivery. Post the slot selection, you ll get an option for home Delivery or Click n Pick facility.
Click and Pick facility is free of charge. You will be paying for the products plus the applicable taxes only.
The flow is similar to home delivery order. If a slot is availaible the same day and you choose it, you can collect it the same day
We believe in ensuring quality is not compromised. Whether you’re collecting from a store or a pick up location, your groceries will be stored in a temperature-controlled environment, ensuring you receive the freshest produce.
You can use "edit order" functionality if you want to cancel a particular order
On the rare occasion that a product you order is not available,will keep you updated regarding the same by SMS and email.
The order has to be collected as per the time slot selected. If you are unable to collect your order beyond 30 mins of time lapsing for the same, the order will be cancelled.
An ID proof is not required. We would need the SMS which you would have received confiriming the order. This has to be shown at the time of collecting the order.
We prefer the customer placing the order collects the same. In case this is not possible, the person who presents the confirmation SMS and cites the order no. can collect on your behalf
If you are unable to collect your order beyond 30 mins of time lapsing for the same, the order will be cancelled.