Defective L SHAPE SOFAS SOLD BY ADORN INDIA MUMBAI THROUGH AMAZON

This is with regards to the order 403-2475228-5304307.

The first manufacturing complaint was made on 26 Apr 2021, itself when the sofa was delivered which was ignored by the seller mentioning that it will get resolved on its own upon usage. The defects mentioned on Day 1 of sofa alignment being wrong and the gap in the sofa still remains till date.

The complaint about the defects in the sofa was raised on Amazon on 26 July 2021 to the seller (ADORN INDIA). Further communication took place on whatsapp (suggested by the seller), I have shared with the seller all the photos and videos showing the bent and sunken foam in both the sofas. To which seller responded, and asked me to update him after coordinating with the HR of some repair team??. The FIRST technician came on 29 Jul 2021 for inspection and repairs. Please note, there were many calls made to and fro by the seller (Amit) and coordinating team lady (Tanu-Tasleem) and all calls were answered by me in between my office hours, my kid’s online school. The technician visited and mentioned the defect in sofa foam, the foam was of low and poor quality hence, the foam has bent inside from edges and has sunken inside for both the sofas. However, at that moment he left and then this technician started calling me for the photos of both the sofas, as he didn’t click any during his inspection. About which I did inform again to the seller and the coordinating lady (from the seller's side). Please note, in our busy routines, it has been really troublesome to inform seller and the lady again and again for the errors done by their technician.

Again to this, there wasn’t any response from the seller and I had to ask for the repairs status. Till 02 Aug 2021, no action was taken on repairs, and again and again I had to follow up with seller for the status update.

On 10 Aug 2021, the SECOND Technician came for inspection and, he clearly mentioned the sofa is damaged and needs through and proper repairs for foam on both the sofas. During inspection, the technician, did tear off the below cover of the sofa with scissors. He did explain me clearly the defects in both the sofas and the repairs that would be required. He mentioned to the coordinating lady that the repairs would need an approximate of 8000-9000 INR for repairs. Upon which the coordinating lady mentioned that the technician shouldn’t have mentioned or explained anything to me and they would have just done the minimal repairs. As the technician was speaking in front of me, on his cell phone, the voice was very clear from the opposite end from lady and I could clearly hear her words. After this, I approached Seller, and requested him to get the repairs done to the best with foam repairs/replacement. Seller said, the repairs will cost 8500- 9000 INR and wasn’t ready to spend the same which he mentioned to me over the call, and said he will revert back to me. Upon the same, I had to ask for update from him again and again, and he said he will suggest someone again to come and inspect the sofas again. Further, he kept on delaying and said, he will do repairs for one sofa only, and I have to again show him in whatsapp communication that on 26 Jul 2021 itself, I had raised complaints for both the damaged sofas. I mentioned him, that, we will approach AMAZON CUSTOMER SERVICE SUPPORT for the same, and he requested NOT to approach and wait for 2-3 days more and seller will get this resolved. In between, over call, he mentioned that he will get the sofas picked up and get them repaired from his MUMBAI warehouse/shop. I just kept supporting to his suggestions as wanted the repairs to be done earliest.

Then, after multiple call communications and follow-ups, the THIRD technician (two people) came on 17 Aug 2021. Upon inspection, they both also mentioned the same defects and the cost for repairs would be around same 8500- 9000 INR. As the technicians were to pick up the sofas for repairs, Seller called and said, that “don’t let them take the sofas for repairs and he will send the FOURTH TECHNICIAN”.

I have all the whatsapp communication chats and voice call recordings for reference.

This was just playing around our busy schedule and passing on the time for repairs. During this CORONA PANDEMIC TIMES, already THREE technicians had visited in my house and I did support seller’s calls and discussions for repairs. However, when he wanted to send FOURTH technician, I can’t keep on entertaining people in my house again and again, when I have two small kids and senior citizens in home in my family. During these visits from ALL THE THREE TECHNICIANS, I have to compromise with my office calls, disturbance being created during my child’s online school. During these conversation calls, I had to avoid my kids, keeping them hungry and crying. The seller also, mentioned that the repairs would be conducted in my house premises, to which I had to explain him the consequences of workers being at home and kids and CORONA infection chances.

I raised the complaint to AMAZON CUSTOMER SERVICE helpdesk. After this too, seller (some other person) approached me and wanted me to be more supportive and asked me to cooperate for the same.

My sincere request to AMAZON, to kindly get both these sofas picked up for RETURNS. I don’t look for replacement from the seller as again; the seller can’t be trusted for the product and the quality. Also, I don’t want to chase or communicate with seller for any issue/s. I have kept the packaging materials of the sofas and kindly request the seller to arrange for the packaging of the same while pickup, as we can’t do the same.





Regards,

Anu Yadkikar