[Resolved]  HomeTown — Kitchen cabinet/appliances not delivered

Address:

Bangalore, Karnataka

Hi,

I booked a modular kitchen from HomeTown, Marathahalli shop. My consignment includes the followings:
1. Modular Kitchen cabinet
2. One Hov
3. One Chimney.

Total cost was 2, 23, 000/-. Order#: [protected].

I gave the initial amount 50, 000/- (SBI Txn: POS 020449 HOME TOWN BANGALOR) on 16-Apr-2014 as per the payment cycle set by HomeTown, and I was told that within 1 month (i.e., by 17th May, 2014) your materials will delivered and installed. Then, on 24-Apr-2014, I paid another 59, 500/- as per the payment cycle. I reminded him about the fact that the product should be delivered on time. And time marches on…

First follow up:
I contacted the marketing guy (Binoy, mob# [protected]) sometimes middle of May and asked him about the status, to my surprise, he told that your materials will be delivered on 26th May. I asked him humbly, if that being the case you should have informed your customer earlier, so that I can plan accordingly. Because I will be shifting to my new flat and I’d already given one month notice to my current owner. To this, he said, by 26th May it will be delivered and installed.

Second follow up:
On 17th May, I got and SMS from HomeTown stating that my delivery has been deferred to 26th Jun. Perplexed, I called up the guy, but he didn’t pick up the phone after several attempts. Frustrated, I took my vehicle off Bennerghatta and reached HomeTown, Marathahalli. And I called him again while I was on the escalator and by the time I reached his cubicle, I saw him chatting with his colleague and his cellphone is kept on the table and is still ringing, to which he is not at all bothered. I caught him red-handed and asked why didn’t you pick up the call?? He started giving some lame excuses, like it is on silent, blah blah blah. Any way I showed him the SMS and inquired about the status, however, he confirmed it is some mistake in their system, but the material is surely going to be delivered to my place on 26th and by 27, they will finish the installation. Waiting for the D-day…

Third follow up:
On 21st May, I again called up Benoy, and enquired about the status. He said, the materials are about to reach and that I can come and pay the outstanding amount, so that once materials arrive, they can immediately send it to my place for installation (to speed up the process, huh !). I visited HomeTown, paid the remaining 1, 00, 000/- (one lac) and got a commitment of 27th May.

Forth follow up:
On 26th May, morning I gave him a call, as I may need to take a day off and go to my flat if the materials arrive today. Again no response ! After trying several times, I drove to Marathahalli, talked to him, this time Benoy told, there is some problem, the materials have arrived but they need to prepare the papers, so it can’t be done today, but by Thursday (29-May) they will finish it.

Fifth Follow up:
I called up Benoy on 29-May, as usual he didn’t bother to pick up the phone. Reached HomeTown in the afternoon. This time I was agitated, I am not sure if they are at all going to deliver my materials or not. I talked to his manager (Prthvijit), explained about the scenarios, he assured me that by the weekend (30th/31st May) they will finish installation. I had no other option but to wait. By the time I already paid full 2, 23, 000/- and left with no other choice.

Sixth Follow up:
31st May I called him up, he said, the materials are going to be delivered on 1st June only and afterwards they will arrange for installation (in 48 hours). Fantastic !!! I really appreciate your commitment.

On the auspicious day of 1st June, I got a call from HomeTown informing that my materials will be delivered around 11 o clock. I hurriedly reached my flat and the materials were delivered. I asked about the installation team and they said they have no idea about it.

Seventh Follow up:
I reached HomeTown later in the afternoon, and clearly told them that this is not acceptable and that I can NOT wait anymore. It has been 45 days and still you are not able to keep your promises. Again I got an assurance and fortunately the carpenters arrived the very next day. I reached to my flat on 2nd June, the work has already been started. I saw faulty/cracked piece has been delivered (awesome). I was told that they will replace it. At the end of day the carpenters told that the shutters were not delivered, so they could not finish their work. The supervisor told me that tomorrow they will come with the shutters and other missing parts and fix them.

Eighth Follow up:
3rd June, nobody turned up. I gave a call the manager, he said that he will quickly check with the warehouse team and give me a call. Worth mentioning that I didn’t receive any further call during that day.

Ninth Follow up:
Next day, 4th June, I reached HomeTown. That time I was told that the materials have not arrived. Surprised… Shocked.. I thought of congratulating these useless fellows, due to their callousness customers do have to suffer. Imagine how a family will cook in a half-way done kitchen. We have to put the gas oven and cylinder on the floor and continued cooking for next one week, which is way too risky. As by rule, you should keep the cylinder in a lower position compared to that of your oven.

Tenth Follow up:
After several phone calls (and no response) and couple of visits and I decided to lodge a formal police complaint and ask about the refund. May be that worked out (as thieves are always scared of police). They finally dispatched the pending materials on 8th June (after 53 days of booking). The carpenter arrived on 10th June and finished the work. Again they didn’t send the bottom cover and few screws, due to which carpenters were not able to fix the cabinet handle. I called up Benoy and asked about it and of course the cracked material, he said, if you want we can replace it, but it will take another 20 days. You bloody , first of all because of your false promise and inadequate service I am suffering, how dare you to talk like this? You didn’t follow up with your warehouse manager on time, you have sent faulty/incomplete materials, morever talking arrogantly. Anyways I couldn’t wait for another 20 days. As 20 days may turn up 2 months.

Finally my cabinet was done with the faulty/cracked piece. But the story is not yet finished.
Chimney is not delivered. I called them and enquired about it, and they said, that this is on transit and would be delivered by 15th June. Another false promise, huh ! I visited HomeTown on 15th June, this time they said, no it will delivered by next Thursday (19-Jun) because it has not yet reached. You bloody liar, a week before you said, that this is on transit, and now you are saying that you are not sure about when will it reach !!!

Finally, today I called his manager, and said that I have no other option but to take legal approach, as you are looting customer’s money, making false commitments, delivering faulty materials. On top of that making a poor design. They didn’t suggest about placing a piece of ply against the wall, back side the chimney. As a consequence, the wall is getting dirty with oil and stuff like that. I told them why didn’t you suggest that, to which they said you didn’t mention about it sir. You bloody incompetent people, who is the [censored]ing designer, you or me ???

Just now I got an SMS from his manager, that your chimney will be delivered on Saturday without fail. Haha, another fake commitment from these ba*****ds.

I warn people, do not go by the pomp and grandeour of their store. They are simply horrible. They have appointed some inexperienced people with poor technical skill and knowledge. If you really want to screw up you kitchen with poor workmanship and materials, go for HomeTown. They are nothing but a bunch of inefficient looting their customer’s hard-earned money. BEWARE OF HOMETOWN.

Sudip
[protected]