My first order(order # 29488) was for a four poster single cot placed first week of March 2018 . There was no news or status update from Woodenstreet after the promised 45 days to delivery time. Calls to Naila Cognis and her team went unanswered and on the rare occasion when the call was answered the response is “ we will check with the manufacturing team and get back to you” This went on for almost a month and then the response changed saying that the cot came with defects and had to be shipped back to the manufacturing facility for repair. Finally the cot was delivered first week of June! Not once did Woodenstreet think it was important to give an update on the delay, instead phone calls were not answered, text and WhatsApp messages were ignored.
Despite this I made a mistake and placed a second order(order #37050) on 15th August 2018 for two custom made side tables, one bedside table, one custom made six seater dining table and chairs. When contacting Woodenstreet to place order for this there was no response from the team take the orders! I had to contact customer care through the chat service on your website before Naila contacted us. What Naila told us was that she did not expect us to come back to Woodenstreet based on our first experience with order # 29488. This was unsettling to hear and I put it down to immaturity and lack of experience of that individual and went ahead with the order. Meanwhile the drawings were finalized for a customized office table. The dining table and chairs were delivered on the 4th of October with two chairs completely broken and four chairs with bent legs. The dining table had one leg short and was not in contact with the top and has a gap of ¼ of an inch. There is also a crack right through the wood of the table top and it is increasing with time and I guess change in weather. I had contacted customer support and was directed to Rajender Pal who sent a carpenter to review the damages. The carpenter confirmed the defects and Rajender informed that the table and chairs will be replaced and that he has already given the instructions to re manufacture the items. After this conversation there was no updates for almost a month and when I tried to contact Rajender the office says that he has moved to the Mumbai region and Bangalore region is now looked after by Himani. I sent mails to Himani with no response, and finally when I was able to get her on the phone she says she has no idea about this and that she will have to check with Rajender and get back . Again no response for weeks, and when I got Himani on the phone she was exasperated with me and said that she does not know what Rajender promised me and asked me to contact Rajender. After a few weeks Rajender calls up and says he never made such a promise! Meanwhile a second carpenter was sent to evaluate the damages and he confirmed the same. Himani then says she will send Woodenstreet’s own carpenter to evaluate the defects, this carpenter came and he too confirmed the defects and said that the crack cannot be fixed it can only be covered up by wax and he says the table may last for a year, we have this in writing from the carpenter. Wooden furniture are for life time if cared for and are not electronic items for them to last only a year and I did not pay for wooden furniture that will last only a year. Himani keeps telling me that she will fill the crack up and she will review the crack after a year and refill if required, I refused to accept this cover up of the defect. Last week she asked me to resend the photographs and that she will get back to me after discussing internally. There was no response from her, I called her yesterday(13 Feb) and I was told that Himani will call me back in two hours, no call came. Today(14 Feb) I called again and this time she called me back to inform that she will only cover the defect with wax and nothing more. The chairs she says are not bent much so I have to live with that. All this happened because I trusted Woodenstreet to deliver defect free products, this would not have happened if I were to buy from a showroom where I can physically inspect the furniture before making the payment. Woodenstreet is now famous for all the wrong reasons in my apartment complex.
The only reason I choose wooden street was that I could customize the furniture to suit me instead of adapting to ready made furniture. It is a good concept but I am not sure if the founders are aware of the quality escapes and mismanagement by the employees. It is six months and I am still awaiting for a fair response from Woodenstreet.