| Address: Reliance Retail Limited, 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai, Maharashtra, India - 400002 |
| Website: www.urbanladder.com |
We ordered multiple products from Urban Ladder. Out of four products ordered, only one Zoey Three Door Wardrobe and one Stellar Multipurpose Storage Cabinet were properly delivered and installed.
The problems started immediately:
One Zoey Three Door Wardrobe was delivered with missing doors and remained incomplete for more than 3 weeks despite repeated promises and escalations.
The 5 Open Shelves with Free Standing Tall Units arrived damaged and unusable.
A 2 Doors Modular Wall Mounted Kitchen Cabinet order was officially cancelled and the cancellation was approved, yet Urban Ladder still delivered it to our flat. We are still waiting for the refund and product pickup.
What is most frustrating is not just the mistakes, but the complete lack of coordination within Urban Ladder. Every call connects you to a different customer care executive. Every email contains a new promise. Timelines are repeatedly missed, and customers are forced to explain the same issue over and over again.
Over several weeks, we received commitments such as:
Missing wardrobe parts would arrive "tomorrow."
Installation would happen "within 2 days."
Pickup would happen "within 3-4 days."
Refunds would be processed after pickup.
None of these timelines were honored consistently. Even after escalating to the grievance and nodal teams, we continued receiving vague updates about "internal issues" and "vendor approvals."
What I find most unacceptable is that Urban Ladder has no hesitation in collecting full payment upfront, but when products are delivered damaged, incomplete, or even after cancellation, customers are left chasing the company endlessly for resolution and refunds. Our money has been stuck for weeks while the company continues postponing commitments.
The experience has caused significant inconvenience, wasted working hours, multiple follow-ups, and unnecessary stress for our family.
I[censored]rban Ladder cannot ensure product quality, inventory tracking, delivery coordination, installation readiness, and timely refunds, they should not be taking customers' money and then leaving them to struggle for basic resolution.
Think carefully before making a large purchase from Urban Ladder. Our experience has been repeated delays, broken promises, damaged products, incomplete deliveries, poor communication, and pending refunds.
Orders: UL6A[protected]B1 & UL6A65973B01B0B6E66D
Ticket:[protected]
Update: Even after multiple written assurances from the CXO/Grievance team regarding installation and refund timelines, the commitments continued to change, with new delays being attributed to "internal issues." We have now requested cancellation and refund of the incomplete wardrobe as well because we have completely lost confidence in Urban Ladder's ability to resolve the matter.
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