I had purchased 4 items from the Bangalore store on 30th September 2014(Order Number- BN01164). I liked the furniture while I was in the store but that is where the good part ended. I was promised a delivery date of 13/09/14 by the store.
2 items were delivered on 06/09/14 itself( bed & coffee table) both items were damaged. the assembly guy said that the damage in the bed is nothing major and he will just put a screw to fix it. One side of the sleeping plank is broken. I didn’t agree since a completely new piece is not supposed to have such a major damage. Fortunately he agreed to take back the coffee table
when I called the store they said that they don’t have anything to do here and customer care team will take care of this and also raised a complaint on my behalf on 6/09/14.( case: 6624547). from there I have called the customer care at least 10-12 times. First they confirmed with their own team which said that its not a major damage. Then they asked for pics of damaged products, then a technical person was sent to examine the bed. After 2 days of that, when I called up, I was informed by the rep that the technical guy has resolved the query but since I am not satisfied so he will look for a replacement of that part.
Every time during the conversations, I was promised a status update call in next 24 hrs. but I never used to get it and had to call multiple times to reach the CC exec who is assigned to this case.
ThenI received a replacement of the coffee table, and to my horror, it was still damaged. Doing a mistake once can be considered a mistake but this definitely looked like a case of duping the customer.
I tried calling the customer care but as always, my CC exec was on a break. I insisted on escalating this to a senior and I was promised a callback in 10 mins. Meanwhile I called up the showroom from and told them strongly that I am not happy and told him that I will return the bed if it is not fixed. He replied by saying that it has not been done purposefully. He promised to get back in 2 Hrs. After that I received a call back from another Customer care rep who said that she needs another 24 hrs. to tell me how soon can my case can be resolved.
So here I am, with all the money paid in advance and my wedding 2 weeks later and a broken bed and with no idea as to when will my complaint get resolved.
Extremely Appalling experience with one of the worst customer service across industries.