[Resolved]  HomeTown — Faulty Furniture, Poor Customer Service

Address:

Gautam Buddh Nagar, Uttar Pradesh

We bought a Sofa Set, GREEN FERN FABRIC 3+2+2 set in October 2014 from the HomeTown Store at Big Bazar, The Great India Place, Sector 18, Noida. After delivery, however the 3 seater sofa turned out to be defective and on constant complaints on phone, they registered a complaint for "REPLACEMENT" and I was promised that it will be most certainly replaced and not repaired, because it is fault on the behalf of Hometown. I was visited by Hometown people to check the defective piece of furniture and they confirmed that it will be replaced. Further, I was informed that some people will visit again to pack the three seater which was defective and in two days time, a courier company will come and pick the furniture and conveniently the new replacement will be delivered at the door step. While all this sounded alright, the furniture was packed by two people after repeated calls and complaints at the customer care cell. The gist of the matter is that in spite of being promised the replacement of the defective unit, although it was said that if a piece is faulty, we would replace it. Now after so many days, I'm informed that the unit which is supposed to be replaced is NOT available in the warehouse. They're not replacing it and are offering for the another piece of different design. It is not logically sound to have three unit of different sofas in the house. Like any other consumer, I have spent a bomb in purchasing matching curtains which is in sync with the decor of the house. In spite of so many calls, the customer care people at Hometown haven't been able to address my problem logically. In case the unit is not available at the warehouse, all the three sofa sets need to be replaced for uniformity. This everyday nuisance of talking to different customer care people everyday and repeating the problem needs to be addressed immediately. I've thought of Hometown as a brand and as an organisation that takes pride in customer satisfaction and if such a case cannot be dealt properly, it is indeed a blot on not just Hometown, but Future Group. Hoping for a very positive and logical feedback Harish Arora +91-[protected] PS: Attached are the pictures of the three seater sofa set that has been packed and the other two sofa sets (two seater) of the same model.