- This topic has 0 replies, 1 voice, and was last updated 1 year, 2 months ago by
.
Viewing 0 reply threads
-
Posts
-
-
C– Double King Hydraulic Storage Bed purchased on 15/11/2024, promised delivery +assembly by 25/11/2024
– (#1) Delivered 26/11/2024, Assembled 28/11/2024; damaged goods delivered, discovered by carpenters from assembly team. Raised a complaint with Customer Service, and only after a lot of difficulty was the service representative convinced to lodge a complaint. We were told, as per Home Centre protocol, the carpenters have to lodge the complaint by capturing evidence of the damaged parts, which was done appropriately. Re-delivery was promised within 7-10 days.
– (#2) Re-delivered 07/12/2024; wrong parts delivered (manual vs hydraulic storage) and damaged parts also delivered AGAIN. It was getting clearer by this point that the parts were possibly getting damaged during transit and/or loading+unloading and most likely during the last mile. The carpenters weren’t keen on lodging a complaint (as opposed to the first set of carpenters who were of good nature and attitude) and even tried to convince us to accept and manage with the WRONG parts (which presumably is priced much lower); their names had been noted. After reaching out to Customer Service and raising the severity of the suggestions/actions of their assembly team, they too weren’t keen on addressing the issue and kept repeating timelines and referring to other teams which was pointing at unnecessary continued delays.
To summarise – purchase date was 15/11/2024 and we were promised delivery+assembly within 10 days (ETA 25/11/2024). It is 07/12/2024 and still the bed wasn’t in usable condition and hence our family room wasn’t in usable condition. We had several and significant plans to host family, relatives and friends but unnecessarily due to Home Centre India’s extremely poor service and after sales support, none of those plans materialised and we were terribly inconvenienced and further troubled by poor grievance addressal.
After attempts at coaxing and cajoling by Home Centre India’s Complaints Team, we had no other option but to accept another delay of 10 days for the correct and undamaged replacement parts.
– (#3) Re-re-delivered 23/12/2024, correct parts sent however damaged yet AGAIN. Immediately got in touch with the aforementioned Complaints Team (we had spoken at length previously to ‘Anthony’ and later ‘Fahim’), and after raising protests by way of seeking redressal in Consumer Court, next day delivery was promised.
We had requested and urged, that if not delivered within 24-48 hours, we would like a full refund, to which they begrudgingly agreed (there was an extra charge of approximately 900 for transport; as told to us by the cashier upon paying the full amount on the purchase date, 15/11/2024).
– (#4) Re-re-re-delivered 24/12/2024, parts damaged AGAIN.
After trying to reach Anthony/Fahim via multiple attempts, we demanded an immediate refund. They refused and claimed they had to follow the protocol however, they were not accepting and admitting to the fact that the purchase date was 15/11/2024, and after 4 unsuccessful delivery+assembly attempts in a span of 5.5 weeks, we still had no bed and we couldn’t use the room where the incomplete bed was.
– 25/12/2024 (Christmas) Despite having a line of communication open with the Complaints Team via Fahim, no refund or replacement request had been processed. We had plans for travel and more during the Christmas break, however, majority of those plans were affected significantly because of Home Centre India’s lack of addressing our grievance. There were absolutely no alternatives provided, discussed or attempted.
– 27/12/2024 (Birthday) Still no refund or replacement, but line of communication open, Fahim (from the Complaints Team) agreed to a full refund but only after getting the incomplete bed picked up and appraised by the Warehouse Team. We were already trying to make the most of our break and hence couldn’t be available at our residence. At this point it was quite clear that there will be no acceptable and reasonable resolution from Home Centre India’s end and so we started to research legal advice so that we could prepare a case so that Home Centre rightfully and justly provides the goods and services that it has been FULLY paid for but has not provided and at every milestone, left our concerns mismanaged and ignored.
We outrightly refused to make ourselves available and eventually Fahim agreed to a refund before pickup. However, at this point, considering it was my birthday and we were still occupied with this unfortunate situation (purchased on 15/11/2024, birthday on 27/12/2024 = 6 weeks later), and so we wanted to demand justice and for a relatively popular brand like Home Centre with its history of good products and dependable service, this purchase has become and continues to be a nightmare for us.
It is 07/01/2025 today, 7 weeks since the purchase on 15/11/2024, and our room is still not usable and the incomplete bed is still there gathering dust.
We are seeking compensation—–
On consumerhelplinegov, the case status was recently updated as ‘disposed’ however would like to pursue the case further (e-jagriti).Would like to know, can it be expected to receive compensation beyond a simple refund (which doesn’t suffice at all). Also, despite the issues/damage with the bed, the preference is to keep the bed hence we don’t want to go for a refund at all.
Pls advise/suggest
-
Viewing 0 reply threads