Home Town, Pune — Delivery of Faber Cooking Hob not done

On the 11th, Oct we ordered a Faber cooking hob at Home Town, Pune. We paid the amount in advance and they committed a delivery date of 16th Oct. Based on the model selection we made the required changes to our kitchen platform. When we did not hear from them till the 21st of Oct, we called them up and were told it will take another one week. Again there was no news for 10-12 days. So we called again in the first week of Nov and were told we will positively get the hob by the 16th Nov. When the same was not done we called them up on the 20th, Nov and warned them that we will have to take the matter to the consumer court. The very next day a delivery was made. But to our shock the piece sent was an old piece, it did not have the original packings, there were scratches on the surface and it was covered in dust and grime. We refused to accept the delivery and sent it back and talked to the concerned people. After a series of calls, another delivery was made on the 27th Nov, but this time they sent us the wrong model ( The box was for the correct model) and we were again forced to return the delivery.

After this they kept saying they will deliver in a day or two but nothing came, on the 1st of Dec, they said they are not getting any stock for some more time so we finally told them to cancel the order. To this they said for cancellation we will have to go all the way to there store ( I stay at Baner, so the store is about 20 km from my place). I told them it was not possible for me to come all the way and as the problem is at their end they should arrange for cancellation. They said they will see what can be done. Its been three days since that call and I have not heard from them. Till they cancel the order and refund the amount I can not buy from else where. Incidentally all other stores are offering delivery within 48 hours. And here we are in our new house with my kitchen platform cut for the new hob, but no hob.

Earlier also we have ordered stuff from Home Town and they have rarely met their delivery commitment. Most of the time the delivery has been made after 1-2 follow ups only. What I fail to understand is if they do not have stocks why do they keep taking orders or why can they not give realistic dates, so that the consumer can decide if they can wait till then. And in case of failure to meet the deadline they should facilitate cancellation. Apart from the discomfort, the amount of time spent on follow ups and the stress due to all this has been very painful. And my advice to anybody booking things with Home Town is be prepared for a lo...on waiting time.