[Resolved]  HomeTown — Unprofessionalism while dealing with customers

Address:

Bangalore, Karnataka

My husband and me went to Hometown Marathahalli to purchase a bed for our son on May 5th. We liked a bed and paid for it and also went in for an exchange offer for my sons baby crib . The ground manager Roshan told us that the piece would be delivered by May 7th and the pickup of the crib would be done on the same day itself. Also, the fitter would come on May 8th. We kept waiting till May 8th but nothing happened. I started calling up their Customer Service Number. Finally after dialling around 15 times I managed to speak to someone. I explained to them about my order and they said they would get back.I never heard from anyone. Next time when I called up they stated I have to call up a different number for pickup. The person at this number just hung up on me when I questioned their professionalism. I never heard back from anyone from Hometown. I had to keep calling them about by order. Finally on May 15th the bed was delivered but without the wheels. Again I had to make calls to Hometown. Finally after making some 100 calls they sent a fitter on May 24th. I have still not received any information as to when the pickup will be scheduled. I spoke to the following people Joyce, Shanti, Srikant, Joby, Shyamuddin but no one had the courtesy to give any information or expedite anything. My husbannd had to personally go to hometown to find out from the store manager about the pending order.

My question to Hometown is
1. Why are customers not kept in the loop if the order has been delayed?
2. Why do your Customer service people hang up on the customer when the customer is speaking with them?
3. Why does the customer need to call up the vendor for pickup?
4. Why do your employees not take any ownership?