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With great agony I have been left with no option but to raise the immense mental harassment I and my family have been going through since the last 5+ months after ordering products worth close to 1 Lacs Rupees from Wooden Street.
Detailed below are the various issues and the interactions that we had with Wooden Street lousy non-supportive customer service team:
1.) Allan TV unit – Order ID: 168231 – Cost = Rs. 22, 549 :
a. We ordered this product on 24th July, 2021 which was finally delivered on 13th Aug, 2021. This was ordered through guidance from Wooden Street Whitefield Showroom executive Mr. Abhishek.
b. We have been trying persistently to get replacement for the TV Unit since August as the drawers were severely jammed and the top was broken.
c. We contacted Abhishek and even visited the Whitefield Showroom and met him in person for raising our complaint and for helping us resolve the issues. But we were directed to the Customer Service Team and were informed that the only option is to call and raise a complaint on the customer care numbers or raise a service ticket on the website.
d. Never experienced such an apathy from the Brands own Showroom/Experience Center where they are not at all bothered to help the customer.
e. The carpenter who attended our complaint on 25th of Nov, 2021 after persistent follow-up and multiple tickets raised for the same instead of resolving the issue broke the drawer, the drawer handle and the drawer base unit sides were all scratched and a prominent crack was also now visible.
f. We were informed by the carpenter that the Top replacement will be done in a weeks’ time but till date no one has bothered to attend to our complaint even after making calls to the customer support again and again.
2.) Prima Kitchen Cabinet – Order ID 178214 – Cost = Rs. 22, 449:
a. This product was ordered on 25th Aug, 2021 and delivered on 10th Sept, 2021 and damaged product was delivered. The door of the cabinet was shaky and had pathetic alignment because of which operating the door has been very difficult. The entire cabinet shakes while opening the door. This was raised to the delivery person at the time of delivery itself and he reassured us that Wooden Street will send a carpenter and will resolve the issue being faced.
b. On further verification of the product we found many places there were cracks and big holes making us realize that Quality Check doesn’t seem to be an area that Wooden Street has invested in or the people who have been allocated the work are as shoddy as their customer service team.
c. We finally raised an online complaint ticket on 1st Oct, 2021 when all our calls to the customer care team for sending a carpenter were not actioned upon. Its should be shameful for Wooden Street CEO to know that their customer support team who were supposed to take action on the complaint deleted our ticket without even trying to understand the ordeal that we have been facing or taking any positive action.
d. We then raised another complaint ticket on 19th Oct, 2021 after which a carpenter finally visited us on 25th Nov, 2021.
Hope Wooden Street is ASHAMED of this as well. Their super inefficient team took exactly 76 days to attend to the complaint of the customer. I want to ask them a question: Is there any TAT that they have mandated for their Customer Support Team to answer and resolve the customer complaint. Would like to gladly enlighten them that most of the companies that have ventured in the Online shopping arena follow a clear process for handling customer complaints and have a defined TAT for the same. I had to write ‘MOST’ because the ordeal that I have been going through clearly shows that no such process are being followed by Wooden Street since people like you who are at the helm of the affairs do not seem to be bothered about providing good customer service and have not ensured that firstly, a good quality product delivery is required to be successful Online Shopping Company and further an efficient Customer Service has to be in the DNA of the organization. Wooden Street r team have failed miserably in both areas.
My wife has undergone Herniated Disc Surgery in Sept month this year. Can Wooden Street CEO Lokendra Ranawat and other sensible people in his company understand what will happen to us if the shaky cabinet falls on her while opening the door or how her health is at risk because of the misaligned drawer which requires full force every time it has to be opened?
We have been pleading for replacement since a long time and it’s already January which is 5 months from the time that we ordered the products.
We now do not trust Wooden Street company and your products and want a refund for the products now. It was disheartening for us when Wooden Street team itself told us that there is no guarantee that the replacement product will be of better quality than the one delivered to us.
We want to return both the products and get refund and also compensation equal to the cost of the products i.e. Rs.22549 + Rs. 22549 for the mental harassment and the physical pain borne by my wife (who had her herniated disk surgery in September 2021) in trying to operate this broken and defective products. Its really sad to see our hard earned money go to waste because of the sub-quality and damaged products and services provided by Wooden Street and because of the lousy attitude and no resolution provided by the company we are unable to replace this product which is lying idle and taking space in our house. So we would ask Wooden Street to pay us rent for dumping their broken products in our house at the rate of 100 rupees per day for each product since the day we made the 1st complaint to them.
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