HomeTown — Springfit mattress (king-size) delivered damaged

Address: Bangalore, Karnataka

Hi,

I'm Kaushik Kumar Bar (mob: [protected], email: [protected]@gmail.com).
I recently (17th March, 2015) bought a Springfit king-size mattress (78*72*6) from Hometown, Marathahalli, Bangalore. The INVOICE No. is 91435812. Snapshots of the receipt are attached.

The mattress was delivered on 23rd March, and was lying in my room, unused and unopened. On 28th March, I turned the mattress upside down, and to my shock, I discovered that the mattress was delivered damaged. The plastic cover has not yet been opened. The snaps of the mattress where it is damaged is attached.

I tried to call HomeTown at the phone number printed on the receipt the same day - but it said "number out of service". I physically went to HomeTown, but by then it was already closed - but I managed to talk to a customer service representative. He gave me the phone number of Mr Ismail ([protected]) and couple of customer service numbers of HomeTown ([protected]/22/23). The next day, I kept trying these numbers throughout the day, starting from 11:30 AM - but of no avail. Mr Ismail's number is "not reachable" and the HomeTown customer service numbers keep ringing although no one picks up the call.

Frustrated, I went to HomeTown once again. After talking to many customer service reps, Ms Shanta Kumari ([protected]@futureretail.in) came and met me. She assured me that she has raised a complaint and the complaint number details will be sent to my mobile, which did not happen. She asked me to send in the details along with snapshots of the damaged mattress - which I did on the same day (29th March 2015). She also gave me a number ([protected]), which when I called, was picked up by a male who said he is not attached to HomeTown in any way! I requested her to provide me the complaint number through email, which she never replied - nor did I get any confirmation that any complaint has been registered.

On 31st March, 2015, after many calls to HomeTown, my wife got an email id ([protected]@springfitmattress.com) from a HomeTown customer service person who asked me to write an email to this mail id. I wonder why it was not told earlier. However, I sent email to this email id (and also to [protected]@springfitmattress.com). However, as on 02nd April, 2015, there is no communication/confirmation/response even after multiple follow-up emails. I don't event have an acknowledgement of complaint or Complaint No given by any of the customer care reps I've interacted regarding this matter.

During the same time, I was asked by HomeTown to contact Springfit to register the complaint and they gave me this number: [protected]. However, when called, it says "swicthed off or out of service".

On 01st April, 2015, I resent the snap of the damage to Ms Shanta Kumari throuugh whatsapp ([protected]). She responded that she has received the snap. However, even after more than 24 hrs since then, she has registered a complaint with the company (Springfit).

I want either my mattress replaced or a full refund of the money. I'm tired of following up and chasing both HomeTown and Springfit - and no one seems to be interested to do the needful.

Please help resolve the issue.

Regards,
Kaushik