This was my worst-ever online shopping experience. Do not buy products from their website. To everyone tempted by their cheap prices:
Don’t be tempted by price or fooled by the feedback. Their delivery systems are shoddy, unprofessional and they never post negative feedback on their website, I have tried and not been successful.
You can check out their products(the range is good) but go looking for the product on other websites(I have shopped with pepperfry and urban ladder and they are excellent)
If you still are tempted, do keep a spanner on hand and be prepared ready to assemble the product yourself. They are supposed to send spanners with their assembly nuts and bolts but there was none in the packet I received. Nor were they instructions. My father, aged 78, who knows all kinds of DIY work, was able to solve the puzzle and instruct me as to how to assemble the sofa. If you don’t have anyone like that at hand, be ready to be frustrated.
Now the rest of the story:
I received the product one month after the money was debited from my account. But I had asked for a GREY sofa https://furnituremartindia.com/sofa-cum-beds-india/european-sofa-bed-xxl-5-feet-x-6-feet.html and they delivered a BLACK sofa. The invoice and the packaging BOTH said GREY
Then, when I asked for a replacement, and they said it would send me a replacement cover - and that has taken them ONE MONTH MORE to deliver.
The cover that arrived does not fit over the sofa and it is made of cheaper material than is there on the sofa. The size of the replacement cover should be 5ft x6ft but it is 4 1/2 feet X 6 1/2 feet. Once you pay furnituremartIndia your money, they dont care about delivery times and they dont care about the details in case of any objection from any customer. The replacement cover was sent from Mumbai to Bangalore via Poonam Courier on July 11th according to the receipt on the envelope - and I have received it after ten days, on July 22nd.
All of this after I had kept following up with emails/ phone calls and asking for a delivery date. No one gets to speak a guy called Rohan, who is the main owners(staff told me he is into real estaste and lives mostly in Australia). I spoke very often to Rahul, another "owner" and while the staff was polite but they obviously are very used to handing out a set of excuses. And regularly produced a set of false claims and delivery promises which took two months to sort out.
We can get a clue of their their approach to customers from their website itself: This is what it contains:
“While we are certainly no Flipkart in the online home decor space, we have easy and accomodative policies im place for our patrons. Unlile other well funded companies, our Call Centre does NOT have 24 X 7 operations, and you may find delays in communication or getting through to us during certain times of the day. But what we are best at, is selecting and shipping exclusive products with complete transparency and competitive prices to customers across India.”
This is a sales pitch, but look at what they say to their customers
“Please keep the packing material intact as you have to take care for the repacking of goods in case of replacement or refund. If the buyer do not agree with our suggestions and do not wish to rectify the product locally than it would be buyers responsibility of repacking and safe return of the furniture back to us on his own expense through the same cargo or through their own channel. Upon receipt of returned furniture we shall make the refund of the original shipping cost.
Please do not provide unnecessary neutral/negative feedbacks in such situations when we are working in line with our Pre declared terms and trying to solve the issue best in your favour . Delivery is made by third party transport companies and it is beyond our direct control. PLEASE DO NOT BUY FROM US IF OUR POLICIES DOES NOT SUIT YOU.”
This tone to customer service should be a warning to us all. Their operational policies do not suit ANY customer who respects the money s/he has spent.
Their choice of transport companies is not just third-party, but also third-class. Poonam Courier delivered a sofa cover(which does not fit) ten days after it was sent from Mumbai to Bangalore.
If you go through all the reviews of the product you can see a pattern of operational behaviour - there are more bad reviews about their delivery cycles than good ones.
So please be warned.