Big Bazaar / Futurebazaar / Future Retail / Hometown — pathetic experience with hometown

Dear Mr. Shah

Let me introduce myself as Anshul Agarwal, a poor customer of Hometown.

I bought Hometown Shoerack (through Flipkart) as my family loved it. It was delivered on time.

But when it came to installation of the product, your people is not ready to install.

Shoerack was delivered to me on Saturday. And as per your policy it was supposed to be installed within 48 hours. On Sunday morning I contacted your customer care and requested to get it installed on Sunday itself. I spoke to Ms. Binal (Supervisor) in Customer Service. She said she will try for Sunday itself however if not on Sunday it will be installed on Monday by 12 PM for sure.

Nobody came on Sunday not even contacted. I thought lets wait for Monday 12 PM. For this I took leave from the office for half day and kept on waiting. Nobody came, nobody contacted.

On Monday around 2 PM, I again contacted Binal and asked why nobody contacted. She said she will get back to me in 30 min. She never called me back.

On Monday in the evening, Mr. Kuldeep called me and made me to talk to Mr. Abhishek Trivedi (Service Manager). After lot of arguements, he said he is sending a person right away (around 4 PM, when I was in office after wasting my half day leave). I said to him that it wont be possible to go to my home as I am in office. He refused to install. After lot of request, he gave me technician's number to talk.

I spoke to the technician Mr. Daleep and requested him to come by 5:45 PM. He said he schedule some doctor's appointment and needs to go there however he said thaf he will come on Tuesday at 5:45 PM. I thought to wait for 1 more day as somebody has taken doctor's appointment.

Today Mr. Daleep contacted me that he will be reaching to my place in sometime. I hurried up to from office and reached my address by 5:45 PM. In the meantime, Mr. Abhishek called me up and said that we wont be able to install. He also questioned me why I have escalated this matter on Social Media.

I immediately contacted Mr.Daleep and asked, he said he has been assigned new installation request at a new place which is just 2-3 kms away from my place.

I lost my cool and tried reaching customer care to speak to Binal again. She was not there in the office. After lot of arguement with front caller, call got transferred to Mr. Mehul. I spoke to him and he also refused to install. He said we will not install it, we will not take it back also. As a customer he asked me to cooperate and stay at home for full day to get that 5 min.job done.

I have few questions from you:

1. Is it the way Hometown is troubling the customers for service??
2. When customer service committed to me about Monday 12 PM installation, why it didnt happen?
3. Why your people have go so much of attitude while talking to the customer?

Mr.Shah as a customer I felt mentally raped by your people on the calls. And feeling so much disrespect I cannot keep your product.

Pls refund my money and take your product back as I wont be able to do anything with the uninstalled product.

I was not aware that buying a product from Hometown will create so much of trouble for me. This is my first and last purchase from Hometown and I will ensure nobody in my network will buy from Hometown in future.

Hope you understand the gravity and do the needfule for your customer.

Thanks
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    Big Bazaar / FutureBazaar / Future Retail / HomeTown Phone
    +91 90 0786 2472
    +91 22 6644 2200
    +91 79 3041 3700
    Big Bazaar / FutureBazaar / Future Retail / HomeTown Address
    Future Retail Home Office, 4th Floor, Tower C, 247 Park, LBS Marg, Vikhroli (West), Mumbai, Maharashtra, India - 400083
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