I have to admit that the overall service extended to me by Home Town (New Town, Kolkata) has been pathetic and highly unsatisfactory. I have been complaining and escalating the issue at regular interval, but things are really getting worse and unbearable for me. I have never seen/heard about such case. It has been most annoying and frustrating shopping experience for me.
I was told by the representative/managers at the time of purchase/delivery/grievance redressal.
1. Floor Piece is not delivered. – It was told to me that the floor piece (on display) is not for delivery and Customer will always get a fresh piece from the warehouse. For this reason, I was told that fresh piece of consignment will be delivered to me and it will take maximum of 45 days. I agreed to that. But after doing lot of follow-up, Queen bed, Shoe Cabinet and 4D wardrobe was delivered to me. I was shocked & surprised to see the 4D wardrobe in bubble packing and when I called up your representative, they accepted that floor piece has been delivered to me. Then, what about the policy? Does it change on regular basis? When they had to deliver me a floor piece then why to wait for so many days..!!
2. Regressive Quality Check – When the side table was not delivered along with other items, I was told that dresser got damaged in transit and as per the policy, it can not be delivered and then we agreed to have delivery after another 10 days. After 10 days, we got the dresser, but it was a damaged piece. When the same damaged piece was to be delivered then why to waste 10 more days?
3. Customer Service -- It has happen not once, not twice but thrice that I have to spend my whole day waiting for either the delivery van or fitter but no one turns up. Last Sunday (22nd Nov), fitter was supposed to come to my home around 10:30 AM to complete the unfinished tasks and replace the damaged dresser but till date I have not got any update from their end. I am so frustrated with the representative that I do not feel like calling them and as usual they never care to call me to give any update on any of my complaints. My grievance has been heard by many managers, but the end result is same (unacceptable & dissatisfactory).
There seems to be no cooperation among the departments themselves. They are unaware of the things and every department gives a different information if asked or chased.
This was reallly the worst shopping experience I have ever had and seriously in future wont go or recommend hometown to anyone. Now thing better are the small shops / local shops than running behind these so called brand names.
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