Urban Ladder — refund for grenada sofa

Address:

Noida, 110092

I had placed an order for 3 sofas (A 3 seater grenada, a 3 seater apollo and a sectional 3+1 seater apollo) via urban ladder on 09.04.2019. The total paid amount was 1, 69, 000, which was done online, at the time of purchase. The expected delivery date was by 07.05.2019. I received both the apollo sofas before the expected date. The person who came for delivery, informed us that since the grenada sofa is bigger in size as compared to the other two, they would not be able to deliver it to the location, as we live on the 2nd floor. I asked them if there was any other way they could do so, they refused and said we had to do it on our own. So i called up their customer care, and informed them of the issue, which was at their end. First they kept on saying that as per their standard company policy, 25% deduction was done. After i explained to them that it was an issue at their end, and that we would order another sofa, which could easily be delivered to the desired location, the person on call talked to his supervisor, and reassured me that the “entire amount” for the sofa would be refunded, not the amount with deduction, as soon as i placed the new order, and gave them the order number. The very same day, i placed a new order, and mailed them the new number, since their customer are was unavailable for the day. The next day, the number was unavailable as it was a city holiday. I tried the day after, and the female on call confirmed that they had received my email with the new order number. I reconfirmed about my refund, and she said since it was a special case, and as the request was there in their system, i should be rest assured that the entire amount would be refunded to me, within 7-10 working days. Today, i received the refund in my account, but not the full amount, with 25% deduction, which is close to 13, 000. I called them again, to ask when the remainder amount would be refunded, and they said since it’s done in parts, it will take another week for the money to be refunded. I am hoping they will do as they say, but with this experience, i am not so sure they will. Kindly help.