Urban Ladder

I m very disappointed with urban ladder. It’s a worst company. I bought a bed from them few months ago and within two months the purchase date the pasting came out. I informed them recently, few weeks back about the condition and it was within the warranty period. They send their team for inspection of the bed. Later they told me that it was usage issue and didn’t fix anything at all. How can pasting issue come from usage issue? Like even the company knows their product has the worst quality. They were also questioning me why I didn’t inform them before, like who are they to tell me when to inform. I can inform whenever I want at least I informed them within the warranty period. But still they made no effort to fix the bed.

One of the worst post sale experience I ever had. I have booked my furniture (a folding dining table) on 1st March'22 after visiting this store. During store visit, the team will convince you to buy the items and assure you that product will be delivered on time and post sale service will be very good. However, horror show start once you book the furniture and give your money in the hands of Urban Ladder. So continuing my story, after booking the dining table online, the item was delivered after a wait period of 13 days which I was good. However, product was delivered in damage conditions. There could be several reasons, however, obvious reason was mishandling during transportation and poor packaging. Upon seeing the damage item, I refused to accept the product. The delivery company told me that I have to contact Urban Ladder customer care for this. I thought this should be an easy process, however, the real hussle start now. When I contacted customer care executive, they insisted me to cancel the order, take a refund (which will take atleast 7 days) then reorder the item as new order which will again take 14 more days to deliver. Then, I refused to cancel the order and ask for an replacement as this was not the customer fault and should be fixed by the company. The customer executive told me that this item is coming from third party vendor and they do not have a direct control on the replacement item. After getting such a dull response, I wrote an email to customer support and provided them the evidence (picture and video) of the damage item and requested them to replace the item. After that I received call twice insisting me to take refund of the money. I refused to cancel the order and stick to the replacement of the product as I have invested my few weeks on this and I don't want to go back again as a fresh order. After exchange of several emails and phone conversation, finaly on 31st March'22, customer care representative told me that they have placed the order for replacement and it will be delivered on 12th April'22. I asked them to confirm it in writing and they send me an email stating that product will be delivered on or before 12th April'22. I was sad as well as disappointed as it has taken more than 1 month for shorting out the issue, however, I was hopefull that atleast product will be delivered even though for a waiting period of 45 days. On 10th April'22, I have again followed-up on the replacement order through email and phone call to customer care. There was no response of the email, however, over phone it was assured that product will be delivered on promised date i.e. 12th April'22. On 12th April afternoon, I have called the customer care again and asked the status of delivery, then the Customer Care Execute told me that the product is still at the Vendor place and he does not have visibility for the delivery. However, he stated that he will elevate the matter and come back to me. At the time of writing this review (12th April'22, 19:45 hrs), I have not received the replacement product, neither reply of my email nor the phone. After investing almost 45 days, paying the full money in advance, I have no clarity when I will receive the product. I do not have words to describe how bad is the post sale service of Urban Ladder. The purpose of writing this review is to make other customers aware that there is no guarantee that your product will be delivered on time or in good condition. I do understand that this may happen some time day to several reasons, however, having a system to resolve the issue in time and priorty manner is the least expectation from Urban Ladder and thay failed in each aspect atleast in my case. Will provide further update when I receive the replacement product if it delivered damage free in next attempt.