Urban Ladder Complaints & Reviews

The furniture that we ordered from urban ladder on 4th august 2018, did finally arrive on 24th october 2018. (Almost 3 months)
Quite a record made there. For that we had to make several calls to just find out every time it will arrive in 3-4 days.

After many mails and telephonic conversation where they agreed to compensate for whatever trouble that was caused but there is no contact from urban ladder regarding this. It’s really sad that customer needs to remind them about that, so we wrote a mail again on 3rd nov 2018, and no reply from them yet.

Hope to receive immediate response regarding this.

Will not go quietly if this is not resolved on urgent basis.

Hi,
I had placed an order r[protected] to urban ladder for amount 31999 on 18th aug using urban ladder app. It is thorpe upholstered queen size bed. Delivery was to be delivered to pune. Delivery date was 23rd september. Till 13th october they dint made the delivery and every week i repeatedly called them for delivery status. They dint make the delivery. Finally i cancelled the order on 13th october. Now today its 6th of november, i have not recived my money back. They say the refund is initiated but i have not recieved the refund.
Its very unprofessional from urban ladder. I want my money back.

Hi,

I have visited urban ladder jp nagar on 14th oct and paid upfront and booked a dining table set.

I had call on 26th oct morning from urban ladder that this order will be delivered on 27th - scheduled for 11-2 pm. I requested it be around 12. Later by afternoon i saw that it was updated as 9-12. However i had an unexpected meeting come up on morning half of 27th. I was having a teleconference with abroad team in morning half and will not be able to answer phone for last mile directions, therefore i called helpline number o[censored]rban ladder on 26th evening and left request giving alternate phone number of my husband so that they can co-ordinate with him for any directions. The lady who picked phone took request and said she has added alternate number to both my orders below due for delivery on 27th.
Order r[protected] online order
Order - r[protected] placed at store

On 27th morning half day no delivery. After i finished my meeting at 12.25, i saw my phone had missed calls from delivery person rajesh pillai and called him. He said he had come around 9, 30 and called. Why wasnt he given the alternate number, secondly why cant they trace the address through google maps if they have come to that area. He said he is at thalgattapura and i requested since that was only about half hour away can he deliver by 1 as i had to rush to hospital as my mother was hospitalised. He said he is new and doesnt know area, told him to give to driver so i can talk to him. He cut the call saying yes and i waited another hour for him to call back. Then i had to call helpline again and after they told him he called back at 1.45 at which time he was still near ksit itself. Why this callousness - he could have asked me sooner or told its not possible so i could have left for the hospital. Finally as i was running late and he had still not ventured to our area (Must have been attending to his needs instead of meeting his commitment), i left for hospital. He kept messaging later whether to cancel or redeliver. Told him to redeliver on sunday 28th morning half as i have to be at hospital afternoon again and no one at home. He said its not possible and cancelled order.
I have lost one half day visiting your showroom and booking this table set 15 days back and another half day waiting for him. I am also working person and can coordinate only for weekend delivery. Your team has been very bad in this case - your helpline number also had to make multiple calls to get through, alternate number not notified to delivery team, irresponsible behavior of delivery team. I have suffered so much being in hospital crisis as well and still failed delivery losing my piece of mind.
This is very bad of team urban ladder for poor co-ordination and failure of service causing so much mental agony to me. After this for three days i am calling and not able to get through their customer support number, have sent many mails to [protected]@urbanladder and no proper response. Do they intend to deliver the piece or give me refund. Appreciate decent and quick closure on issue.
Regards
Hamsa

I had ordered sofa set on 9th september 2018 at mall of india vide order id no. R[protected]. I was promised to get the delivery by 21st september or so. Till date there has been no revert at their end. Whenever i call them up the standard answer is that they will come back to me but there is no revert at all. They are not confirming when the delivery will be made. When i asked where i can escalate the matter, they are not providing any details. Its highly disgusting and disappointing. Very bad experience with urban ladder. Will not buy in future and advise others also that not to buy as it is a fraud company.

I used 1000 for gift e-voucher but this amount showing in order as "to be paid on delivery". I tried to use this voucher again to see if it is not used due to any technical reason but i am getting error as this gift card is used on 19th august.

My order with urban ladder #r[protected], aug 19, 2018, 2:01 pm

Customer care is not able to resolve this issue even after 1 week.

Regards,
Radheshyam jayswal
[protected]

Returned recliner on 14th july and i got confirmation mail from your side that soon refund will be initiated. But it's been 20days now. I haven't recieven any call from your side regarding cause of delay. I called up many times to inquire for that. But still no result. Your people promise a call back from your side regarding issue status but no body calls. Pl refund my amount. Its a shame on brand like urban ladder. Bad customer support and after sales. You have lost many customers as i will not recommend you to my family
Regards
Rashi khullar

Hi there,
I have purchased sutherland hydraulic storage bed king size (Dark oak) on[protected].
Also it got repair twice till now. This is my third request i am sending to you guys.
Please have a look attached images for damaged part of the bed.

Request you to repair it asap.
I am not at all satisfied for this product, as it is not up to mark and is not robust.
Looks it is having very poor quality of parts those are getting break frequently.

Kindly provide me permanant solution for this problem.

Below are my order details for your reference,
Sales order no: r[protected]
Invoice serial no.: dcrj/15-16/010610
Invoice date:[protected]

I had ordered for a compact florence sofa on the 29th of April. The delivery date was stated was 13th May. There wasn't any update even after May 13th. Upon contacting the customer care I was informed that there is a slight delay because of quality issues. The customer care have no conclusive date as to when it can be delivered. Every two days the delivery date gets further shifted and now the tentative date is June. There isn't proper follow up with the customer and also fail to cancel with full repayment despite their fault. Very much dissapointed with the service.

I have purchased the product in 15th april and order number is : r[protected]. I have cancelled my order on 20th april and it was on bajaj finserve. They have cancelled my loan and order on 26th april and said that refund will be processed with in 5-7 workings days. As it’s now 23rd may and till date i have not received my refund amount.

I always call on customer care they say it refund is processed we have not yet received the transaction id s it will be again done in next 7-8 working days.

Please help me to resolve the issue. As i am in necessary paying the interest. I need to repay my all amount to bajaj as soon as i get my refund.

Never seen a more pathetic support and service team before.
After spending close to 3.5 lacs on a kitchen, after about 5 months i get to know that they have closed their kitchen department. But there is a bold claim on their website claiming that they will honor all warranties and services to existing customer.
My woes started when i first reached out to them for my annual kitchen maintenance. After initially denying that there was any such commitment, they finally agreed to get the maintenance done.
There started my endless calls to customer care. They never call back but claim that they tried reaching my phone and that my phone was not reachable. I gave an alternate number and the story with that was also the same. Strange how only they are unable to reach me on any of the given numbers.
If this is the status of a maintenance, i am wondering what their commitment to the warranty will be. Some of the parts come with a lifetime warranty and i am just unsure as to that will even be honored.
I am filing a case against them in the consumer court in 3 days from now if i do not get a resolution to my problem.

Ul complaint # 01264329

As per urban ladder, i have 7 years of warranty and even though mattress has issue because it has started bending from one side they are not ready to rectify it. They say warranty definition is we will give you money on pro-rata basis and not solve the problem.

Now, as per their suggestion i lose 4k money of mine because i have used mattress for 1yr and 1 month even though there is manufacturing defect in it. How can a mattress get a problem in just 1 year.

I have filed a complaint in consumer court too under ingram (Govt initiative). They are cheating customers by selling them bad products and earning 4k.

We ordered a sofa from urban ladder on 8th april 2018 (R[protected] walton compact 3 seater sofa) and the product got delivered on 10th april 2018. The product quality was really bad, neither it is comfortable to sit (The sitting space is very less), nor the hand feel is good. On the photos it was looking good, cozy and comfortable and we thought fabric was velvet. There were no fabric details mentioned in the website. We were completely unsatisfied with the product and decided to return it. We contacted the customer care people and they said it cant be returned or replaced as we are supposed to return it on the spot of delivery. How can somebody return a product on the spot without feeling or trying it?? We need at-least one day to analyse the product. Urben ladder has the most wired return policies ever compared to other online furniture brands, and this will be my first and last experience with this company. I hope this complaint will make some change in these big companies cheating the customers by selling bad products and weird of return policies.

A piece of furniture bought by me on 17th March. I didn’t like the product and immediately called customer care to cancel the order and initiate a return process. I was informed that return team will come within 48hrs to collect the product. It has been 15 days but even after numerous calls to customer service the furniture is still lying at my home was put for return but it has been 15 days since and the furniture is still at my home. My money is stuck with the company.

I have order one sofa in november 2017, under hdfc cash back scheme. Before buying i make sure thrice with the ub representative that my order falls in the cash back categories and i will receive it in month of march 2018.

On 13th march i called back and the guy told me there is some issue going on with hdfc bank but its has been solved and i will receive cash back amount on 15th march.

Again i called them on 26th march and the lady representative told me that your order was not meeting the hdfc cashback terms and condition...

I dont have the issue with the furniture but they are making false promises and cheated us.

Quikr Offer Id:[protected]

This was a furniture exchange offer wherein Urban Ladder buys old furniture after inspection and gives customer a voucher to be used against new purchase at Urban Ladder.
Quikr Rep asked me to provide pics of my used 3 door wardrobe, which I did. I was told that Quikr will pickup the product on behalf o[censored]rban Ladder and I was asked to dismantle the wardrobe first. I asked the Quikr guy (wattsapp # +[protected] to first check and confirm before dismantling. He told me to go ahead and dismantle the wardrobe.
Today two pickup guys came and checked the dismantled piece and told me that there are some defects and will have to cancel this deal. I told them that this is not fair since the person did not check the wardrobe before asking me to dismantle the same and I had paid Rs.1000/- for dismantling the Wardrobe and now they have washed off their hands from the deal.

https://www.quikr.com/home-lifestyle/-us-3-door-wardrobe+mumbai+W0QQAdIdZ[protec...⇄

Accidentally, i bought a voucher from quikr worth 2511 rs. Actually i have sold a product on quikr and there is option for transfer the money in the bank account and in side there is another option o[censored]rban ladder than i just click on it to just see the details but then i got the voucher and they not even confirmed from me about it. I am from middle class family and i am not able to use urban ladder voucher so please give me my money back and take your voucher back.

I have purchased this product last year in the month of october 2016. Though the product looks very good on website and as a attracted customer i also have ordered the same which cost me rs. 30000/- after using it for a 11 months one of the drawer of the product got swollen after heavy rain in bangalore and i have lodged the complaint to urban ladder. They visited to my house and checked the product and kept it like that only. Its been one month no one has visited yet to replace or rectify the product. I have purchased product worth rs. 2 lacs from urban ladder after coming to bangalore, but they dont give any respect nor gives any value to the esteemed customer. Sales support is very bad, initially product was good, but now not at all worthy. They take rs 30000/- for a drawer set but cant even provide a good quality of ply or wood on the base of the drawer, all dash board have been given and as a result due to moisture the drawer became swollen.

We ordered terrence queen size bed from urban ladder order id r[protected]. The head piece wasn't fitting properly during first installation, so we initiated replacement request. Inspite of numerous calls to customer care and delivery team, we had been delivered the same bed after repair for the second time delivery. Obviously... We found it. During interrogation with the delivery team, they agreed that it is the same cot repaired which they were denying initially. They promised us to get new product from warehouse. Here comes the third attempt of delivery, we really thought that we will get a new cot. But urban ladder team played a trick on us. They interchanged the position of the wood with a mindset that we will check only the place where it was faulty. To their bad luck we checked it entirely and we already had taken the photos. Ultimately we had to cancel this product.
So many calls back and forth with urban ladder team were done was of no use. There is no "customer service" and customer satisfaction is out of the scope. We did not expect this from urban ladder. Please be careful with such vendors who are trying to fool people with faulty product.

I had a semi decent experience with their sales. But the after sales is horrible! Bought 5 items for the drawing room.

- the lamp went bad within the first month
- the bookshelf door came off its hinges within the first 3 months

After a month of follow up with their after sales team they finally came and repaired the bookshelf, but the lamp is still pending. Apparently next month now! So 3 months. Hmm!

The bigger issue i have with them is that they don't support with dismantling the products they sell. So if you have to shift houses you feel kind of stuck. Some of the products they sell have specific ways in which they are to be installed or dismantled. So it becomes tricky to get a normal carpenter to do this. They don't provide any sort of manual with the products either.

So to wrap up. Great app. Decent delivery process. Average quality products horrible horrible after sales. Buy small items from them. Stay away from anything with moving parts (Cabinets, beds etc.)

Verdict : stay clear until they fix after sales as a process internally.

Sharing my horrible experience with ul:
Order id r[protected].
Florence sofa
The series of transactions is as follows:
1) placed the order on ul on may 2nd, 2017 for order value of inr 53998
2) made pre-payment on may 2nd, 2017 for 25% of the order value, inr13, 500
3) on may 11, 2017, called the customer care team at ul and requested for an expedited delivery
4) on may 20, 2017, received email from ul saying that order will get delayed by 5-7 days
5) on may 22, 2017, called the customer care at ul again to check on status, since this was totally unexpected delay. I then requested for cancellation of order which was not entertained because it was a pre-paid order. I then informed that i had made a request for expedited delivery and if not before promised delivery date of 23rd may, atleast the product should have been delivered by 23rd may.
6) i was then told by customer care member kashif, that he will get back to me in 24 hours, ie by eod may 23rd 2017 and update me on status of my order.
7) on may 25th, 2017 wrore an email to ul and they didn't even reply to my original email.
8) they replied with a generic reply saying the sofa has reached warehouse and will let me know the status.
9) got a call from ul on 29th may that order will be delivered on 30th may between 3 to 6 pm
10) till 3:30 pm no call from ul, and the number of the delivery guy on the sms was wrong!
11) had to again call follow back with the customer care. Finally the product arrived at 5 pm and it was damaged! The product had visible dents on its leg and the sofa was wobbly. These are the basic checks one does on the sofa and ul claims it does umpteen number of quality checks.
Now, my money is stuck with them for a month and they are not even returning my money. Horrified with the experience.