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सफलता की कहानी / Success Story #2672938

NCH Docket No.: 2672938 Dated: 2021-04-12 Sector: Consumer Durables
Problem Reported: Consumer had ordered furniture - Two Double Size Beds for ₹ 34,000/- in the third week of March 2021. He was told that as per their company policy, before every step of work undertaken such as designing, material selection, colour selection etc. they would take consumer's permission and based on his approval they would proceed with the making and that the delivery would take place 5-6 days after approval. However, the company did not keep their promise - they made their own design, put their own colour, made faulty design and delivered before the expected delivery date. Since then the consumer had been complaining to replace the product of refund the amount paid, but the company sent a repair executive who said that the product was not repairable. Consumer wanted redressal from the company.
Escalation by NCH: As the furniture company is not a Convergence partner of the National Consumer Helpline, the grievance was e-mailed to them and the company responded that they had been trying to contact the customer, but he refused to discuss the issue, so their customer care team wrote an email to the customer, to which there was no revert. The company also added that they would like to eagerly close the issue and even offer a replacement/refund of the bed which customer did not find satisfactory, but unless the customer discusses with their team, they cannot close the grievance.
Consumer Remark in INGRAM: Thank you Consumer helpline for your timely intervention, helping me to get the refund from the merchant. Keep up the good work !!
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