This is the first time I was renting furniture online and I really didn’t know it will be that big a hassel. From the time, I booked my furniture till date, the services has been pathetic.
Let me start from the beginning, I was trying to book a bed which had monthly rental of less than Rs.999. I couldn’t book it as the website didn’t receive payments less than Rs. 1000. So I left it there itself. Then I got a call from furlenco, they asked me about my request and said that I have to add something in my subscription and they will give me a free upgrade to a higher range of bed. I thought it to be a nice offer added a utility box which I didn’t need at all.
Next got a call from furlenco, confirming my order and delivery date. I waited for a week and the bed didn’t come. Then I called them again to enquire and then they mentioned about the KYC document, which no one had ever mentioned about. I uploaded my documents and waited again for a week as there delivery slots were book(And then they say delivery in 72 hrs, two weeks and no furniture, they mocked their own tag line). Finally, I got a bed but this was not the bed they have agreed to send to me. So they get me to add other items to my subscription and not even keep the word of the upgraded bed. Then I called up furlenco and they behaved as if I was lying. My call transferred multiple times and they checked with their team. There were so many calls, trust me if I knew I had to go through this, I would I have never paid. By the end, I got so frustrated, that I just wanted my money back and be out of it. But then they called and promised to deliver in the next 4 days. After so much of trouble I got my bed. The furniture quality was good. They have good products but pathetic services.
Then After three months, I wanted to end the subscription as initially I had mentioned that I want it only for 3 months. I raised a request online to pause my subscription three days before my subscription date. So as a customer, I thought my job is done and furlenco will initiate a pick-up and give me the details. But I was wrong, you have to make a thousand calls and emails for everything. The next thing I saw was an email with an invoice of the next month. This held me aback as I had paused my subscription(since they don’t have end option online). I called them again and asked about it. Then came the policy that I was suppose to raise request 7 days before, which was never mentioned but was present in the huge booklet they ask you to sign at the beginning of your subscription. I understand, it was my fault, I should have read and memorised the booklet. Anyways, I agreed to charge for 4 extra days and then get over with it. Still they were couldn’t schedule the pick in the 7 days. And now I have to go out of town and had to asked my friend to coordinate with furlenco for the pick up. I hope they will come and pick up the furniture.
So the funny part starts here, I get an email mentioning my refund amount and it’s lesser than what we agreed on and I don’t know why. Yet again the website shows I have an outstanding balance as they have generated the bill for next month. I failed to understand which of these was a source of truth when there are two different amounts and none of them match the amount we agreed upon(4days extra charge) and what happened to my request of ending the subscription. Again I have written emails, will make calls tomorrow again and explain the whole thing to multiple people on call.
Hope to get out this soon! Furlenco has good furniture but really pathetic service. They have a website but they want everything on mails. Then why have a website just do all transactions on mail. To rent from here you would need to use the website, make multiple phone calls and respond to like a hundred email. And most importantly none of the information relevant to the customer is mentioned upfront(like KYC or the 7 day rule), make sure you read the big booklet they give you or dig deep into there website which basically sends emails to there customer support.
They say a lot in their advertisements and tag line, would have been nice if they had lived up to either of them. Never mind, I just want to get rid of this bed. Furlenco has ruined furniture renting for me, would never try this again.