[Resolved]  Godrej Interio — Poor Customer Service by Godrej Interio-Headen Dining Table

Address:

Mumbai City, Maharashtra

I had purchased a Headen Dining Table from Godrej Interio Showroom at Byculla, Mumbai in December, 2013 and the product was installed at my house in the same month by the Company. On June 13, 2014, barely six months after the purchase of the product, one of the legs of the table got completely detached from the glass table top. Luckily, the glass table top fell on top of the dining chairs and therefore did not break. I somehow managed to prop the table top on the dining chairs and alerted the company by registering a complaint online through its website, within 15 minutes of this incident and requested for immediate service explaining that the table top could fall down any moment as one table leg was completely detached from the table top. I had sent a mail also to [protected]@godrej.com on the same day. As there was no response to the complaint, on the morning of June 14, 2014 I went personally to the Company showroom at Byculla. The sales representatives there made calls to the service centres for arranging technicians to attend to the complaint, but they could not make any arrangements. They informed that the complaint I registered through internet on the previous day was not registered in their system and informed me that they had registered another complaint afresh and assured me that technician would attend on the same day itself. Believing these assurances, I returned home and waited for the technicians till evening. As no one turned up, I informed the Byculla showroom around 4.30 PM. Still no one attended to the complaint. Finally, two technicians visited my house on June 17, 2014, but failed in rectifying the issue as their equipments failed to work properly. I reported this also to the Byculla Showroom. Except for promises of call back from the sales representatives at the showroom, they failed to follow up with the technicians or to revert to me with a solution. Two emails sent to the Byculla Showroom were not acknowedged at all. The technicians again called at my residence on June 19, 2014. They fixed the detached leg back in the table top and when they were about to leave my residence claiming that the work has been done, the same leg got detached from the table top before their eyes. They went back after perching the table top back on the dining chairs. At the same time, they insisted on getting the call sheet signed by my aged mother, who refused to do so as the work was not completed. On my contacting the Byculla Showroom, which is my only interface with the Company, the sales representative assured me that the product will be replaced or I can opt for any other product of Godrej in lieu of the broken dining table if I pay the incremental cost, if any. I believed this and went to the Byculla Showroom on June 21, 2014 and chose another wooden dining table, the cost differential of which as compared to Headen Dining table was around Rs.6000. The representative assured me that she will arrange for a conference call with Godrej Service Division on June 23, 2014 and arrange for the replacement of the table, collection of the cheque for the differential amount from my residence etc. Believing these assurances, I returned home. Since I did not receive any call from the company on June 23, 2014, I contacted the Byculla showroom on June 24, 2014 and expressed my displeasure at the poor response from the company. On June 24, 2014, the sales representative finally arranged for a conference call with an official stated to be from Godrej Service Division. The official from Service Divn started his conversation by blaming me for the incident saying that the leg got detached because I had shifted the table. I explained to him saying that the table was never shifted from the place where it has been kept since December, 2013 on installation and requested him to study the facts of the case before interacting with the customer. Then he changed his stand saying that the Company is ready to replace the detached leg. When I replied that I had lost trust in the product and the brand he extended his offer to replace the glass table top also along with the detached leg. He retracted completely from the earlier promise given to me by the sales representative that the product will be replaced or I can opt for another product by paying the cost differential. I have conveyed to him that I will consider the offer of replacing the table top and detached leg and repairing of the product provide the company will give it in writing that similar damage will not recur in case of the product. The service division official assured to revert with the assurance through an email on June 25, 2014. I am shocked to think of the consequences of the incident would have had on the safety of my family members, especially since I have a small child at home. No one was hurt due to this incident, as luckily no one was near the table when the incident happened twice. I have totally lost trust in the brand and the tall claims being made by Godrej regarding their after sales service. I shudder to think of the fate of other furnitures costing around 1.5 lakhs which I had purchased from Godrej during the past six months. I have to decide on the further course of action depending on the written assurance which has been promised by Godrej. I dont expect anything great from the company going by my bitter experience so far. The trust placed by our family on Godrej has been betrayed.