[Resolved]  Big Bazaar / Futurebazaar / Future Retail / Hometown — exchange fraud. hometown selling bad quality beds

Address:	560067
Website:	www.hometown.in

Dear sir/madam,
This is regarding the bed rover car kids single bed, we purchased from home town, marathalli branch, which got delivered on 11th september. The fitting appeared good on the day of delivery.
Once the kid started sleeping on it, we were appalled to see the following issues in the bed:-
1) the bed is pretty shaky including the 4 sides and bottom which shakes on even gently push.
2) the bed doesn’t have a strong hold so moves around even on slight push which pretty disturbing during sleep.
3) every night the kid sleeps, the planks below get dislocated and overlaps on each other. The entire beds framework is week and not been manufactured properly.
4) the support of the planks are very thin and shakes if even touched. This really defeats the whole purpose of having a bed for a kid.
5) when the kid moves around in sleep the entire bed shakes and makes loud noise due to which the kid is often getting up in the middle of the night.
6) the quality of the bed is worst and seriously puts in question the longitivity of the bed. The bed is so fragile that it may not even last few months.
After 3 nights of disturbed sleep and continuous issues with the quality of the bed, we decided to raise a compliant on 16th september and raised a ticket ht[protected]. We raised this request within 5 days of getting the delivery which was prompt enough since we understood that the bed cannot last long and not good for kids sleep and health.
We also promptly visited the store on 16th september and raised these issues to the store managers (Pravin and akilesh). Both understood the problems and after a discussion, they agreed to exchange the bed and told us to select a new bed available there in the store and promised to exchange it if we pay the difference amount. This matched the expectation since the same rover bed is being sold through pepperfry.com and other online stores which gives a 7 day return incase customers are not happy for any reason.
After spending a lot of time to ensure the new bed we are getting as an exchange is of good quality, we selected the new bed and made a payment of the difference amount. I have the new order receipt with me dated 16th september as a proof of the purchase. Pravin & akilesh also filled up a manual request form with the new bed order number and got it approved by another head. We got a confirmation that the new bed would be delivered in a couple of weeks.
As a next step they told us to wait for 2 days so that existing rover car kids single bed can be picked up and the new bed ordered can be delivered to us. The call center called us and we confirmed that the store will be exchanging the bed for a new bed and the ticket ht[protected] was closed on 17th september.
We thought that issue was resolved and that we would be getting the replacement be within a few days but are shocked to see the store raising a new ticket on 21st september to re-start the whole process again. They are also stating that they don’t have the approval to exchange the bed and have raised a new ticket on their own ht[protected] to do patch work on the rover bed.
I am pretty shocked at this behavior form home town. We were promised an exchange for which we have already paid the full amount. We can’t accept a bad bed with a promise of patch work. This is the matter of my kid having a good sleep and i can’t compromise on it.
Let me know if this can be resolved else i will be taking this matter with consumer court for fraud not matter what expenses i incur. This is clear example of exploiting customers and i will raise this with concerned government institutes and take this forward if not resolve within the next 2 days.
Regards,
Vinayak bhakta
Cell - [protected]