My subscription gets over on 1st May 2020. When I called the customer care center to ask to terminate the subscription I was told that due to lockdown Furlenco won’t be able to pick up the furniture and I shall have to pay for one month additional(over and above 3-month subscription). I requested the customer care agent to stop the subscription on the 3rd of May(when the lockdown is getting lifted) and pick up the furniture then. All of them were adamant and mentioned I shall have to pay for 1 month extra. I raised the following points on call to customer service executives but still, they were staunch that I shall have to pay for 1 additional month rent.
(a) I had called on 21st March(before lockdown started) to request to terminate subscription from 1st May(when my subscription ends), at that time I was told by customer care executive that they can not take a termination request more than 15 days prior to the end day. Now customer care executives are telling me as they can’t pick up the furniture, I have to pay for it.
(b) I have reached out to customer care 6 times today(15th Apr) to discuss this matter. I have talked to agents multiple times. Every time I was assured that I would receive a call back within 15-20 mins. However, I have never received a callback. This is a prime example of poor and substandard practice.
(c) Customer care executives kept making the arguments that Furlenco won’t be able to pick up the furniture due to lockdown, so I shall have to pay for it. It’s not my fault that Furlenco guys is not able to pick up the furniture. Furlenco can not force a consumer to pay for it.
From the above-mentioned points, it is clear that it is lack of infrastructure on Furlenco side and horrible policies of not taking termination request. Furlenco can not force me to pay 1-month additional rent because of Furlenco’s limitations. Especially during these trying times, where most of the companies are trying to help the consumers as much as they can, Furlenco has dreadful customer service and Furlenco is ripping off customers on the name of lockdown.