I had ordered for a turin cot on 25th Jan, 2015 (order no : 203253952). As per the order details that we received it was mentioned we would receive the order in 8-14 business days. Considering 14th business day we had not received the order, after 8 business days of shipment not received , I had called customer care to find out the status and every time on call I was given some vague responses and was advised I would get the package in other one weeks time. First the response to the request was not given on time and every time I needed to follow-up for the status, there are times we were kept in dark about the status ,no proper updates were given. I spoke to several of your customer exe’s and they had no idea when this would be delivered. Lastly I spoke to one of your executive by name Rakesh, initially he had no clue what i wanted to explain it him and kept on harping the same thing. No doubt he was going as per procedure but when I questioned him about the status and the time of delivery, he had mentioned your company will deliver on the time mentioned and not before that. We had called to make request to deliver it on Sunday between 3-4 pm as we had plans to go out. This order was supposed to be delivered by Wednesday , since there was no one at my place and delivery would only happen after 12 noon as per your executive we had asked them to deliver by Saturday , we had waited the whole day on Saturday but did not get the delivery. We called your executive on Saturday afternoon and I had received response only by night about the delivery would happen on Sunday. First and foremost why did this delivery take long time and secondly what was the reason that I was promised a call back by your executive in other 15 mins but the response was received only by night and that to by SMS. When we explained the entire thing to Rakesh on Sunday he was ideally not able to understand or the capability of understanding the situation was not there. There were times that he went on arguing mode and I tried stopping him for that. I wanted to speak to an supervisor, but he told me that the supervisor was busy on other call, which I did not understand as I asked him if there was only one supervisor available on the floor . I had this issue with your company and everytime I asked for supervisor the same would be informed ‘supervisor busy on call, and call back shall be arranged.’
Later I had handed over the phone to my husband who spoke to Rakesh and informed our plight of not getting the order inspite of waiting for long time. My husband wanted to speak to supervisor as he thought Rakesh was not answering our query. Many a times asked for supervisor but same response from your customer executive that supervisor was busy on other call. My husband was so irated that he informed Rakesh that he would take this matter to Consumer forum. The sooner he heard about consumer forum thing he volunteered to hand over the call to supervisor. The entire process took about 22 mins and later the call was transferred to a floor supervisor by name Priyanka. We again had to explain out plight to Priyanka and she assured things would be delivered on the said time which was 4-5 pm on Sunday. My point of calling your customer service department was to fasten the delivery and not deliver on the time mentioned on the SMS. The SMS clearly mentioned that if we had concerns on the time we can change the time. That’s what precisely we wanted to do. As mentioned earlier we had to wait entire day on Saturday and now again Sunday we did not want to waste. After we had discussed with priyanka, I received call from your delivery person from Bangalore who said 4-5 pm cannot be delivered as he was stuck on another order, he said the delivery would happen by 0900pm.
We had received our delivery by 0900pm but I was assured by priyanka and your SMS clearly mentioned the Turin Cot would be assembled . Inspite of me waiting long I only received delivery but cot has not been assembled. I am not only annoyed but irrated of the fact that I had ordered from your company and secondly after all the assurance my order is lying unpacked without being assembled.
We had asked for refund of the amount and I was informed refund would not be possible as order is about to be delivered. I later asked for compensation, I was informed by priyanka the max you guys can offer is Rs 1000/- voucher and which would be emailed to us by today ( 16th Feb,2015), which has again not happened.
After placing this order I had referred this site to some of my other friends even they are facing same problems with the delivery. Now we have decided that we would not make any purchase from FABFURNISH as your company lacks commitment towards customer and when we call your customer service office and speak about our plight your customer executive only argues and inform that any order from FABFURNISH will be delivered as per your convenience and not as per customer’s request.
I am still waiting for my cot to be assembled and to all the surprise we have not received call from your floor supervisor priyanka to check if everything has gone on fine.
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