I had ordered for vetra queen size bed with hydraulic storage and vetra night stand on 5 September 2013 and Amando H/B Chair Blk and Mandarin Duck Hand Red leather chair on 6 September 2013 from Home Center outlet located at Oberoi Mall Goregaon East Mumbai. Full amount was paid on the date of the booking itself. Delivery was promised after 12 days from the date of purchase. I personally noted bad and frustrating experience with rRajeev_Vermact to the below points:
Delivery and installation logistics: They state that this will be done before calling the customer in advance and confirming time slot but no such calls were received. I needed to call their customer service center always on the promised date itself to confirm the time slot for both delivery and installation. Delivery and installation however were done within time after necessary follow up from my end.
Lack of quality check process before delivery of item: I received a damage piece of Mandarin Duck Hand Red Leather chair. The stitches were torn off at two places and it had stained spot at one place. Delivery person initially argued stating that these are just small thing but when I refuse to accept his contention, he finally agreed to the point and allowed me to note down the remark that damaged piece received on the delivery document. I do not understand how come such big brand name after taking such a long delivery time of 12 days, ends up delivering a damage piece. Don’t they have any quality checking process before the goods are delivered to the customer? This is not an isolated incident as I experience a couple have heated conversations with the store incharge at their R Mall Ghatkopar/ Vikroli outlet for delivery of damage piece of a sofa set. This was subsequent to my purchase of the above items and I was there to buy a sofa set however thankfully ended up not going ahead with my purchase.
Bad after sales support: I immediately notified the receipt of the damage item by email along with the photos of the damage piece to their customer support email id csdmum1@lifestylestores.com with a cc to their Oberoi Mall store in-charge Mr Sanoj Francis and completed online feedback form as well on their website itself about the overall frustrating experience with Home Center Brand. Forgot the courtesy for an email apology for inconvenience caused or a simple phone call, I have been continuously following up with their customer service department for the replacement of the damaged piece since 17 September.
They acknowledged over the phone that replaced item will be provided without any determined timeline however somehow does not want to commit for replacement by an email confirmation in-spite of several request for the same. After my several calls, I was informed on 19 September 2013 that a replaced piece will be provided to me by 22 September 2013 and I will be called today i.e. 20 September 2013 on the confirmed time slot for delivery of the replaced piece.
However after not receiving the promised call by end of the day, I called them up and they informed me that the replaced piece received by them was also damage and hence the replacement can be done only after 8 days.
At least have decency to call customer and update on such a delay but I believe that is too much to expect from brand like Home Center. I was also promised on call that I will be finally receiving email confirmation for replacement before they close by 8 pm. However no such email has been shared by them despite of assurance over phone.
Subsequently unpacked item during the installation process mainly bed also had scratches at certain places and a bed bug (hope that is the only one) but I have completely given up on Home Center for any further complaint or follow up on rest of the items and hope they have some business ethics left with them for sending me an email confirmation for replacement and provide me with the replacement of Mandarin Duck Hand sofa chair asap.