[Resolved]  Hometown, Vikhroli, Mumbai — Apathetic Customer Experience

Address:

Mumbai City, Maharashtra

We have had 2 very bad experiences with the Hometown Store. We happened to place orders for Bathroom tiles and Dining Table on the same day sometime around mid July'2010. However- we were terribly disappointed on both the fronts
1. The tiles (from Kajaria) that we had ordered were not delivered on the time as promised. When the delivery was finally made- the tiles belonged to 2 separate lots which meant that some of the tiles in our bathroom looked different from the rest of the tiles. Given the fact that I had gone for a complete refurbishment of my Bathroom, it came as a BIG disappointment that the newer design only looks like a compromise.
We tried following up on the matter and even brought the matter to the India Customer Care Head (Ms. Vaishali Thakkar). However- we were in for a rude shock, when instead of paying heed to the Customer complaints- she communicated with us in a hostile and discourteous manner. Since we had also ordered for a Dining Table from Hometown- we just got an assurance that the same mistakes won't be repeated the next time.
2. However- our miseries did not end at that. The Dining Table we had ordered in July did not get delivered even in October. In the meantime- there was absolutely NO communication from the Store on the Delivery Status of the order. On following up with the Store (finally in October 2nd week)- we were told that the 1st Dining Table was rejected in the Quality Check and a fresh piece would be delivered to us in a week's time. What was really unprofessional was the fact that the Store did not take any initiative in informing us the Status on the Dining Table all this time and we had to reach out to inquire on the status of Delivery. When-even after 10 days there were no signs of Delivery, we finally followed up with the Store. We were told that the 2nd lot was also rejected during the Quality Audit and that the Table would no longer be available. This was the pinnacle of callousness that could be displayed by a Store that has its parentage in one of the most-respected Business Groups in India (Future Group). On finally visiting the store and asking for a compensation- we were told that we could go in for a refund of the purchase price. In the last 5 months- we had not only lost interest on the amount to the tune of INR 35K, but also lost out on the Offer Price that we had ordered the table at. By the way- I am writing this review in December and we have still not received the Compensation. If this is not larceny in broad day-light, I can't think of a better term.

These 2 incidents have left me utterly disillusioned with Hometown and I would desist from visiting the Store EVER. I would not recommend any right-minded individual to fall for the Marketing gimmicks employed by the Store and duping Customers on the pretexts of the Future Group Brand name.

Sameer