I had a worse and still ongoing problem with them....
bought a computer lapwork table...its a cash and carry item...
brought it home .. assembled and realised the top is slighted slightly...
when to the shop.. to my surprised.. they say cash and carry item no warranty... how am i supposed to know if the item is ok before I assemble at home..
so I called the office and this same sherine pick up.. say will call me back the next day.. never call back ( that was last day b4 cny)
after cny called her... she say will check and call back tomorrow again.. pissed off ...i insisted she check now and call me later....after an hour.. I called her... and its obvious she did not intent to return call cos she had information on hand...
anyway she said the case will be refered to sim lim outlet and they will call me regarding this.... they called 2 days later...
the person that called didnt seem to want to resolve the problem as well...( the whole episode gives me a feeling they think I am trying to pull a fast one)
she pointed out point 9 on the receipt( no exchange if item is damage or assemebled wrongly... and insisted that I assembled the table wrongly and they never had complains before....so i suggested to bring it down...
when I reached.. I was probably suay.. the table top dropped off as I was walking down the steps cosing scratches on the table, laminate came off slightly and 1 metal bar dented...
when i reached.. she say .. oh its damaged.. no exchange possible.. so i said the table dropped off as I came down the steps...its was loud and you heard it... she insisted its damaged and no exchange...and she looked at the table and said the table is straight... but the funny thing is after saying that,she fliped the table and tried to bend it straight... anyway I told her please dun kid yourself and say its straight.. and she changed the story saying this is norma...( from this table never had complains to its normal for the table to tilt)....and she keep repeating point 9.. making me loose my temple and raised my voice at her...
I told her I took photos at my home of the table which was ok except the tilt( she had the photo as well cos I emailed them previously ) and she say can't tell from the photo...in the end.. I told her.. i am not looking for a new table or refund... if you can straighten the table.. I wont mind keeping the table with the scratches..
its been 3 days... still no call from them.....
This is really a very bad experience I faced.... I wanted a genuine solution but was treated like someone trying to take advantage of situation....the table only cost $139.00
they should really learn from ikea exchange and return policy.. It gives us more confidence buying things un-assembled and in a box....
I really urge you guys not to purchase cash and carry items from vhive if it requires assembling.... better pray hard the item has no defect....or else they will make it look like you spoilt it....
anyone knows any email of higher level mgt ppl there? I hope to bring this up to them... really hope such mentality doesnt run through the whole company...