Urban Ladder

AVOID THEM LIKE THE PLAGUE. Within 14 months of buying the dining set, the chair caved in this morning, thereby, causing injury to my spouse. Have a look at the pictures. They ought to be sued.
Buy from a roadside vendor, but do not waste your hard earned money on buying extremely inferior stuff from them.
THEIR FURNITURE CAN BE INJURIOUS TO THE HEALTH OF YOUR BODY.
Despicable and Disgusting! Shame!
They refused to do anything and outrightly denied that its a case of pathetic craftsmanship. See the arrogance. Such companies go crashing down very soon. Nothing but rogues.

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.

Urban ladder doesn’t take responsibility for poor quality of product. It will return damaged products. It should check quality beforehand rather let customer suffer. Be careful.

Normally I don't put reviews but urban ladder deserves this negative feedback.
1. The product quality is not good. What is displayed in its website and what is going to be delivered are not same.
2. Bad customer service - call center people do not understand the issue and do what they want to do. I explained the issue 10 times but they didn't understand. I didn't got get the call from senior team after 2.5 weeks.
3. No return policy concept - this is illogical, if the product quality is bad and the product is also defective. Customer highlighted the same at the moment of delivery. Then action should be taken.
I bought a shoe rack for 20k after looking at the pics, I thought the quality will be superior and worth spending this money. But the moment the product came, after looking at the quality of wood and finish, I realised that it is not worth more than 10k. Over the top of it clearly the product looked used even the cabinets were not getting opened.
They make big promises while showing you products and convincing you to buy their products. But once you pay in full, they will manage to bungle the whole thing.
Really a wrong decision to go with these guys

Saw a few additions to their collection today, found only two space savers. Very limited stock. Uploading view from the shop.

The shop is ok. I went to the shop under DLF mall of India. There staff is good. But there are very few furniture are their. They show you on laptop and then deliver to your home. It's like buying online, and no customisation is available. So you had to buy according to their wish not from your choice.

We visited the store to have a one to one look at a shoe rack we saw on their website. The store doesn't have a lot of furniture on display but luckily they had a similar one we were looking for. The customer executive(you need to ask for help & they'll happily help and guide you) helped us place an order online itself promising to be delivered & installed in maximum 10 days. The service is good till now, hope it'll be the same when you deliver and install too (a little anxious as I can see a lot of negative reviews about replacements, damaged product delivery & customer support..)

Hoping we won't have to face any issues. Will update the review once we receive the product. *Fingers crossed

UPDATE : they delivered on time(to the second floor) and their technicians fixed it too. Our experience was good with their service.

We had purchased a Sofa with lounger from the Noida store. Deepak Shah assisted us with it and ensured that our delivery happened on the day we needed it. Thank you team!