We placed an order(king size bed) with home center on 30th May and we were happy with the delivery as it happened on the scheduled date but till now we were not aware of what is coming next. Technician came over same day and while assembling the bed he found there is a scratch and light damage on the head of it, he further started to unpack the rest of the boxes and found multiple things are damaged.
As expected, he said he can raise it to Home Centre people for a replacement to which I agreed. Tech told us that it will take 24 to 48 hours for the next action and left the site. Now my one room is fully occupied with cartons and damage wood. We called customer care after 48 hours of this incident and they said it will take another 24 to 48 hours, we agreed but there was no contact made. We asked again for the update but again they said 24 to 48 hours. This was so annoying, just imagine that one of your rooms is fully occupied with the wood and you have a toddler at home.
We tried explaining this to them and asked them to at least pick the damaged product, they didn’t listen to the request. We said we don’t need the bed, refund our money, they denied and instead told us that replacement will be done in two weeks that too after waiting for one week . We were very clear to them that we can’t wait and we want refund but we were forced to wait . We spoke to some supervisors like Krishna, Nalini who were kind enough to give us false hopes and made false promises that they will call us back with an update which was never done.
We approached their social media team on Twitter but looks like it’s being handled by bots as there is no proper response and all they do it forward the same complaint to same useless customer care folks. Now we are left with no options but to wait and watch. Horrible service and feeling completely harassed by the Home Center team. Bunch of jokers running the business.
Date - 14th June
After all this mental harassment when we were waiting for the replacement(they gave us the date 15th June) we thought of checking if it’s going to be delivered tomorrow or not but to our surprise customer care rep said it will be delivered on 22nd. Again I spoke to the supervisor Ms.Nalini( not sure if she is really a supervisor or not), she said it will be delivered on 16th for sure and she can send me an email on the same but she didn’t and asked time till 2pm. No one called us till 4pm and when we contacted them again one of representatives says it will be delivered on 15th for sure. I asked for a written confirmation on which he said there is a separate team for that who can send emails to the customer but he can surely put a request to them. After 2 3 mins, I got call from Nalini who said she couldn’t call me as she was busy on some other call and she can’t give me email confirmation as she didn’t get the confirmation from her internal department. When I told her that her colleague told me 15th, she said that’s not the right date and they can’t deliver it on the 15th. And the story continues …. It’s not resolved yet and I have no hopes from this vendor now.