==This review has been edited by me. It has been edited to correct the rating for FabFurnish from 5 stars to 2 stars. The full story is now appended at the bottom.
I had been unduly hasty and had rated them 5 stars on my first verbal encounter with their customer service basis promises made. However, as time has passed and the matter has progressed, I realize that it is in people’s best interests if they stay as far away from fab Furnish and their customer care as possible.==
During my house shifting, I had purchased a shelf from FabFurnish.com?. It had got duly delivered on time at my old house. However, I hadn’t opened it, thinking that I will only open it post moving to the new place.
After I moved and opened the package, I was shocked to see that the shelf had been delivered in a damaged condition with one side broken. I took photos of the same and immediately emailed FabFurnish.
They replied that they were sorry about my experience and someone will get in touch with me. Sometime later someone did call, however only to tell me that they were really sorry they wouldn’t be able to help since more than 10 days had passed since the item was delivered and they only look into complaints about defective deliveries within 24-48 hours of delivery.
This was expected. I hadn’t really hoped for much after 2 weeks of receiving delivery. So, apart from cursing myself that I should have opened it earlier, I didn’t really have much to say or do. I expressed my disappointment at the customer service lady and hung up.
The next day to my surprise, I got another call from Fab Furnish customer care. They were calling me to inform that they had reviewed my case and as an exception was willing to refund the amount to me. They apparently didn’t have that particular shelf in stock anymore, so instead was refunding me credit for anything else I want on FabFurnish.com.
The icing on the cake was they were refunding me the full price for the shelf even though I had purchased it at a considerable discount on sale. The customer service lady said that it was their way of saying sorry for my experience and also giving me back the value of the discount coupon which had expired on 31st May.
True to her word, yesterday late evening, someone from Fab Furnish came to pickup the damaged shelf and today morning I have a credit voucher sitting in my email inbox.
By reading the passage above you would imagine them to have a wonderful customer care service, would you not?
If you answered "YES!", you would be very very wrong.
As they had stated above that they didn’t have the shelf in stock, I went ahead and purchased a shelf from elsewhere. Ten days later, I went back to FabFurnish.com to purchase a few more products. There was another one of their perpetual sale going on. I bought a few items which totaled up to a lot more than by "credit voucher". During my checkout, I tried to utilize the credit voucher to pay, just to realize that I could either use the credit voucher or I could take part in the sale, but not both.
Normally, this is expected. However, I had categorically asked the Customer Service Rep(her name is Samiha Khan, btw) whether I could use the voucher on a sale item to which she had replied "Yes, absolutely. The voucher can be used at any time in the next 30 days on the final price of any item".
So, when I couldn’t, I called up the customer service and informed them of my predicament. The CS Rep explained to me that normally credit vouchers cannot be clubbed with sales vouchers. I explained what had happened and she said that she would have someone call me and have them refund the money I had paid back to my account.
I was satisfied with that and proceeded to complete my purchase.Purchase completed, .
The next day, I received a call from Ms. Khan again advising me that she had never said that credit vouchers could be used with sales vouchers. I asked her to pull out and listen to the call. She said that she would do it later, however, she could not help me.I pointed out that even yesterday the rep had said that they would refund the money to my account. Ms. Khan flatly refused that the rep could ever have said that with an insinuation that I was lying. I again challenged her to bring up and listen to the call. She said that she would listen to both the calls and call me back.
She called back the next day. When I inquired if she had listened to both the calls, she told me that she hadn’t got the time to do so, but had spoken to "her seniors" and "as a one time exception" was willing to refund the money for the shelf to my account. Of course it would be just money for the shelf, no extra voucher amount would be included and neither would they refund the money they had charged for shipping the damaged item.Now, I was not concerned about them giving me extra money back, even though it seemed a little off that a company would go back on its word. However, I insisted on the refund of the shipping charges and after a lenthy argument, she relented and approved the refund.
I am still awaiting the refund.
Now, came the time of delivery of the 2nd lot of items I had purchased, being fooled into their guise of excellent customer service.Most of it arrived on time. Some they have shipped with unheard of courier companies(even though they have charged me Rs 500 as shipping charges). There are products which as per the website of the courier company "Is in Transit" from Delhi to Gurgaon from 22Jun 5:53pm. Wonder how long it takes as I am sure, even if someone started walking from Sonepat, they should have been in Gurgaon by now.
I did get the following item(Entice Living Door Hanging Shoe Organizer Purple) delivered to me more or less on time. Just to explain to everybody, this is a shoe organizer picked out by my wife. It hangs over the closet door.
Photo attached. When I opened the package, I realized that the organizer was there but the 3 hooks needed to hang it over the door was missing.So, again I called FabFurnish back. By now, I was considering having their customer service number programmed into my phone’s speed dial. This time I spoke to a lady called Supiya Chakraborty. She was duly apologetic, punctuated with "I understand".
Someone should really tell these agents that these phrases are over rated and people should start solving problems rather than "being sorry" about them or "understanding" them.She kept going into how this wont happen the next time. I had to tell her a number of times, that by now, I was frustrated enough and there wont be a next time. I wanted a solution to the problem for this time. She was unfortunately junior enough and unable to offer any solution apart from a "call back" from the "concerned" department.
The next day I received a call from Ms. Khan once again. Her response this time was the fact that even though the picture on their website clearly shows a product with hooks, the actual product comes without the necessary hooks to hang it. The hooks are to be procured by the customer. I asked if this was mentioned anywhere on the website that I had missed, but she informed me that it wasn’t. It was just expected that I understood that the hooks for the hanging shoe rack would need to be purchased by me.
At this statement, I finally lost the energy and the patience to deal with morons like her, who are out to SCAM customers in any way possible. I told her "Thank You very much and no I did not need anything more from FabFurnish" and I hung up.
==So, my advice to you is if you are purchasing something from Fab Furnish, be very careful as it may arrive either damaged, or the product displayed in the picture may not be what you finally get.
Proceed at your own risk!==