I recently moved cities and needed new furniture for the new house. Since I was busy at work I was looking online for furniture options. We zeroed on this sofa as it met the space requirements of the living area where we needed seating. My ordeal started 5 months after using the sofa.
the problem?: The seats had completely sinked in. Their tech who visited us, told us the foam was not of the required density and needed to be replaced. it would need to go to the warehouse for repairs. The pathetic customer service rep told me it would take minimum of 2 weeks for this to happen. when I told them 2 weeks is a very long time to do without a seating arrangement, they got in an argument and delayed the conversation for 3-4 days. The rep even told me, once the product was damaged, the warranty on the product expires!(what exactly is the definition of warranty again?) I had no option but to agree to whatever time they wanted to take as I needed the sofa to be fixed.
The sofa got "Fixed" and was redelivered in 7 working days. and it got worse! The finishing of the sofa was completely destroyed, there were tack nails protruding from the lining, one part of the sofa was fixed, the other reassembled without changing the foam. We had another tech visit, and they agreed to take the sofa back.
It doesnt end there! the rep offered me coupons for buying stuff from their website in lieu of the money spent. When I told him that doesnt help me in any way and I would either need a replacement or my money back, no coupons they promptly agreed to replace the sofa. the returns team lead helped me place a new order for the replacement to be delivered in 10 working days.
It even gets better! One afternoon I get a call from their team telling me they will be picking up the old sofa before delivering the new piece. I told them, they could have informed me earlier and I had guests at my place for lunch and that I could not arrange for alternate seating at such short notice. I was told we will not deliver the new sofa till the old is picked. I was even dared to stop the process else the order for new one would be cancelled. We somehow got over it.
The new sofa now sits in my living area, of much poor quality( The seat of this has sunk in 2 weeks as compared to that of 5-6 months in the earlier product). I have not even installed the legs of this peice.( The rep told me there is an extra charge of 500Rs if we need the fabfurnish team to do it for us)
I will definitely not recommend Fabfurnish to anyone. It is alright to have a bad experience once, but being bullied by the Customer service guys is a new low in all standards.
All in all - extremely poor customer sensitization, arm twisting customer service representatives who think people spending their hard earned money in their store have no brains and should adhere to their policies for buying sub standard products.
A sofa priced 50 k on their website, not even worth 15k.