I'm a Doctor who has been renting furniture in Mumbai from Furlenco since 2 years now. When I had started the subscription customer care service was ok, but since then it has been going downhill.
In between (2022) I had to shift my house in the same city. When I applied for relocation of furniture, initially I had no response from the customer care and the mobile app remained frozen for days. Whenever I tried to contact anyone I was either diverted to a different person or told that a call back would come after wasting my previous time (during working hours). Then I was told that Furlenco has changed policies and they don't do intercity transfers and somehow I was supposed to shift the entire set of furnitures myself. With great difficulty and multiple online complaints I managed to get the shifting done.
Now coming to the present time, when I was shifting jobs from Tata Hospital Mumbai to Prayagraj. I put in a request on the app for return of rental furniture since I no longer needed it. They asked me for a preferable date and I had put the date in as 1st of March 2023 (this request was put in well in advance). Now understanding the issue in detail, I was supposed to leave my flat on 2nd March as my rent agreement was also ending that's why I had put in 1st March as the preferred date for picking up the furniture.
After putting up the request on mobile app, there was no confirmation from the customer care team and I was forced to just wait for the day of pick up to receive any confimation.
To my surprise, I got a message on 1st March that the pick up is scheduled, however no time was mentioned. I called up on the mentioned number, and they told us that time of pickup cannot be confirmed as they have to go according to the app and they have no control over the timings. In the late afternoon two persons came for pick up and they just took with them a small part of the entire furniture subscription. On probing, they said that they were there for only partial pick up and a new team will be assigned for rest of the products. Being confused and angry, I tired to stop them and ask them how to contact Furlenco for pick up of the remaining products. But they left in a hurry and no other team was assigned for pickup.
Now, since I have a flight the next day and I had to empty the flat, I have sent all my personal belongings by movers and packers but I'm still left with Furlenco furniture stuck in the house with no assurance when it will be picked up.
I called up many numbers searched online and asked from the pick up guys. They all said that they can't do anything and it will all be taken care by the app. The chat bot on the app was frozen and was unable to help at all. When I mentioned this to Mr. Sameer ([protected]) and Mr. Shubham ([protected]) from Furlenco they said that they will look into the matter and call me back. But they didn't call back and instead they stopped picking up my calls henceforth.
Now because of all this, I had a fight with the landlord as he needed the flat to be emptied and let the new tenants shift in. So I'm still paying the rent for the flat. Unfortunately I had to leave because in had to start my work in Prayagraj but all this is causing me extensive emotional and financial loss.
Even now I'm unable to contact the Furlenco staff for any confirmation.
Their desktop site in under-construction and mobile app is useless. There is no answer on the available customer care numbers.
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