Fabfurnish — It happen only in India

Address:

Ludhiana, Punjab

Dear Concern, I had placed the request for the assembly of the products on 17th Mar-15 & was received the standard reply that it’ll be done within 24-48 hours. Now, 168 hours had already been passed but nothing has been done so far. I do understand that you might not be having quick assembly facility in cities like ludhiana but you should not commit the customer with the standard reply 24-48 hours etc. Since 17th & 21st March-15, both the products are lying & occupied full space of my apartment’s drawing room area. On 21st I was assured by you that the assembly would be done positively by 23rd. when I called up today afternoon, I was again assured that it will be done in the second half of the day. When I called up in the evening, again no concrete reply or assurance was received except that would arrange a call back. The same was promised to me in the morning too but didn’t receive any call. Pl. note that one of the product Metalica queen bed has been delivered to me almost 1 month late due to some holding miscommunication at your end & we have to put mattresses on the floor till date. And just imagine my agony, the required bed is lying in our drawing room for the past 7 days. Though in the past I have always liked your products, customer care service & recommend to many of my friends & relatives. But this time after renovating my place it was my 1st bulk purchase with you, but I must say I am highly disappointed & this disappointment has over showed the goodness of other products which I had already received. Incidentally, I happen to read the interview of your director Mr. Vikram Chopra that how did they started with a small team & then hiring young IIT-MBA professionals, dedicated managers to solve any complaint in 12 to 24 hours, he personally reviews the complaints everyday etc. These are all marketing stories to be told in the interviews. What matters is the reality! In which, you guys don’t perform as per your words. You must appreciate, if it would’ve been west, your company must’ve been sued for the tactics you play with the customers, wrong information & commitment you provide. But ultimately you & your customers live in India & it can happen only in India. It’s the only big advantage you’ve got. And, if your director really reads the customer’s complaint as told by him in the interview, I would highly appreciate if you could forward this Email to him. Regards, Vivek Mahajan