Future Group — Unprofessional Outlook and Horrendous Product Delivery Service

Address:

Mumbai City, Maharashtra

Order no. [protected]. Order booked date: 27.03.2015 Delivery dates 04.04.2015 Time: 13.40 After visiting twice to Home Town @ Vikhroli, my brother and I had received a wrong product (received a 4 seater dinning table with 4 chairs instead of 6 seater dinning table with 4 chairs). To rectify the previously wrong billed order no. [protected] dated 15.03.2015 (floor supervisor’s miscommunication), we went to Vikhroli shop for the 3rd time on March 27th 2015. Mr. Mukhtar attended us and gave two options to choose from: either to take refund of the entire amount or choose any other product by paying the differential amount. He also connected me to an HR staff over the phone and after requesting and urging him to seek an amicable solution, we paid an additional amount of 2500 so that the matter get resolved and we get our desired but revised product i.e. 6 seater with 6 chairs. After necessary checks and balances, Mr Mukhtar informed us at the very moment that the delivery shall be done by April 1 and amidst the conversation realized that there are a few public holidays and hence the mutually agreed delivery date as per the billed as well as per the received SMS was April 4 @ 1.40 p.m. Following are the extremely disappointing and supremely unprofessional sequence of acts done by Home Town back end team, customer care executives, Furniture section individuals and product delivery team: 1. March 3rd As per company’s practice, customer should receive a call or sms a day before the scheduled delivery date (April 4th in our case) – However, no intimation was given on April 3rd. 2. March 4th NO PRODUCT DELIVERY! No courtesy call or sms for apology due to delay! As a worried customer for its product, we called the Customer Care to check the product’s whereabouts. As a matter of practice after keeping us on hold for looooooong, the customer care executive noted our request and assured us a call back in an hour’s time. STRANGE BUT TRUE – No call back at all!!! 3. March 5th Poor we again called customer care reminding them about the attended request. The history repeats once again as the executive who attended our call kept us on a looooooong hold and later extended an apology (fake one!) with an assurance of getting a call back within an hour’s time. ONCE AGAIN STRANGE BUT TRUE – NO CALL BACK AT ALL! 3 hours later: we again called the customer care and this time we have to scream our lungs out! Adding to our misery, we are being informed that the product shall be delivery on 11th of April (a royal delay by a week’s time). At the very moment, we request to cancel the order and give us the cash back. Surprisingly within no time, we got a call on our alternate provided contact number that the delivery is scheduled for April 6th (the very next day!) However, experience all the above inconvenience and unreliable actions, we had no faith left in the company and hence we DECLINED the offer and once again requested them to cancel the order. We also tried calling Mukhtar (received his contact details from Mr. Baba). Mukhtar didn’t answer the phone and sent an auto text message of being busy. We counter replied this sms to call back and provided basic reference for him to recall us. NO CALL BACK from him (seems everyone in the company are trained for not revert calls / requests). 4. April 6th Customer is not the king as we again have to send a reminder SMS to Mr. Mukhtar but without success! Few hours later, we called him up early in the evening and narrated the entire story. After listening to our case, all he could do was a promise that his head (in reporting line) Mr. Sujit Sharma would revert to us in 20 minutes. I am finding it shameful to reiterate but have to say – NO CALL BACK from Mr. SUJIT! 5. April 6th – late in the evening (post 8 pm) Mr. Pawan (Furniture Head – I guess so!), called us. Sequence by sequence we once again narrated the entire story and poor him has to bear hearing us. My brother and I spoke to him cumulatively for about 40+ minutes. He requested us to accept the product delivery and offered us discount on our next purchase. We declined the offer saying we aren’t interested in buying anything anymore from Home Town. We requested to refund us our money and he declined saying they can’t do so (note this sentence of Mr Pawan contradicts to what Mr. Mukhtar told us on March 27 – stated in bold in the first para). On this I asked him to give us monetary compensation for all the inconvenience caused to us since past 15 days (technically from our first order which was billed on March 15). He declined our offer. We concluded the discussion by informing him that we shall escalate the matter and file as case against the company for all the unfaithful acts, miseries and inconvenience the company has exhibited towards us. Way Ahead: This is purely a business transaction between a company and its customer (no homely or personal affair). Considering the above mentioned incidence, we need the product along with an apology note and a monetary compensation as we decide. Furthermore, we shall await to hear from the customer complaint department within the next 24 hours. Failure to receive any communication shall force us to file a suit against the company in the consumer court of law and publish this on social and networking media too.