Beware Of Furniture Club @ Imm ( Realy Dishonest Sales Method)

[BattlementG 0]

Hi everyone,

This is just based on my personal experience. But I would want to share with everyone out there about my most unfortunate exp so that people who are still looking for furniiture (esp sofa) would be more careful and not get conned like me. We spend so much of our effort and money into building our new homes with our loved ones and last thing we want is to get cheated and get something different from what was agreed upon. It can be really frustrating to spend thousands of dollars ordering something but eventually had to end up with something that you did not wish for.

About 2 months ago, my wife and myself ordered a set of new Kelvin G sofa from Furniture Club @ IMM.

The set on display there was a white super set (I think it was called ORVIETO WHITE - and I really regretted that it was only until now that I pay attention to these colour terms). The salesperson was Richard, the one with a moustache (he appears to be the man in charge there). We liked that set in that colour and so we bargained to lower the price by $300. So in turn he offered us a the same model but in a different colour (brownish colour). We do not like the colour and continue to bargain with him. Eventually, the salesperson agreed to our offered price with THE SAME ORVIETO WHITE COLOUR that was on display. We NEVER agreed on a different colour, NEVER.

At that moment, we were so happy that we were able to get a good price at the colour that we want. To be sure, we even re-confirm with the sales that the set we are getting is the same colour as the one on display. He replied YES. My wife even joked not to give us the set on display set and he said it will not be the display set. We were so happy that we paid full amount upfront (our mistake again).

However, 2 months passed and the sofa set we were waiting for has finally arrived. But then I noticed that the colour of the sofa looks a bit yellowish (bleach rather than super white). It was not the brownish colour that Richard offered us intially at a cheaper price but it was also DEFINITELY NOT the ORVIETO WHITE that we have ordered.

Today, we brought our invoice together with a piece of the sample leather that comes with the sofa to look for Richard. The sofa set that we ordered is still there. A comparison of our leather sample with the sofa there immediately showed the difference. The colour of the sofa set we got was not the Orvieto white colour that we originally wanted. We went to ask him and he took our invoice and said our invoice stated "TREND WHITE" not "ORVIETO WHITE". "TREND WHITE" leather is one grade lower, so there's nothing wrong with the sofa they delivered. It was as what was stated in the invoice and no change was allowed. We were stunned, never did we expect to get played out by these "technical terms".

We were NEVER shown TREND WHITE, how would we know there would be a ORVIETO WHITE and a TREND WHITE. To us, we thought there was only the white and the brownish colour that we were shown. Very naive, we were led to think that the trend white he stated on the invoice would naturally be the same colour as the sofa on display. Having verbally verified with him that the colour of our sofa set would be in the same colour as the display set, we foolishly believed that we are getting the same white colour as the display set that Richard had promised. If I did not hear wrongly, the rade of the leather for our sofa is also a grade lower than what was being displayed.

At the end of the day, it was not about the discount of $300, maybe not too much about the colour as well but that kind of dishonest methods used to trick us into buying something not what we want really DISGUSTED me! He could have said ORVIETO WHITE, high quality leather - XXX price, TREND WHITE, lower quality leather - xxx price. That's the best price, choose whichever options you want. Not to played those technical terms with me!!

Actually, after I ordered the sofa 2 months ago, I did went to the web to check and did find some bad comments about FC. But I had already placed my order then and could only pray that nothing goes wrong with my sofa. But unfortunately I'm wrong. I should have really double-check the colour codes/ colour terms used during purchase. I wasted 2k plus on a set of sofa in a colour that was not wat I wanted.

I really hope this goes out to people out there sourcing for their furniture to be more careful and less trusting when buying furnitures.

Edited September 29, 2010 by BattlementG

[het 0]

Hi, you can try calling Jerry, their Mkt Mgr. Maybe he can help to redress. Contact details is in the link appended. Cheers and good luck

http://www.renotalk.com/forum/index.php?sh...mp;#entry514240

[BattlementG 0]

Thanks for the info het... was really very upset with the way they do sales....

Hi, you can try calling Jerry, their Mkt Mgr. Maybe he can help to redress. Contact details is in the link appended. Cheers and good luck

http://www.renotalk.com/forum/index.php?sh...mp;#entry514240

[het 0]

Thanks for the info het... was really very upset with the way they do sales....

No worries. I shd count myself lucky then cos i'm their repeat customer recently, from 6yrs back, and I have not encountered issues with them of this magnitude . I too recently received my KG sofa (abt 2wks back) which I bought from them abt 2-3mths ago @ Sungei Kadut. My experience thus far has been pleasant. I really feel for you for what you have been through Good luck on your redress

[BattlementG 0]

Called up FC HQ and it was a disappointment.

Firstly, it appears that Jerry's number is just another customer service hotline. My wife just called up the number Jerry provided - 62242470 (courtesy of helpful ppl from this forum) and it was picked up by the customer service side.

It was a woman by the name of Cecilia who picked up the call.

So much for CUSTOMER SERVICE. According to my wife, her attitude was downright RUDE. Cecilia doesn't really even bother to entertain her. There was NO CUSTOMER SERVICE to speak of.

It appears that she has already known about the case before my wife called up. (Think that Richard heard my wife talking about calling the HW so he had informed the HQ beforehand).

So when my wife called up, (1) Cecilia was not too willing to listen to her story and insisted that her sales, Richard would have definitely explained to us clearly on what we have ordered. It's just our words against Richard's words so she thinks that her sales did not do anything wrong. My wife said that it was just down to verbal exchange between us and her sales and it was not fair for her to just take sides with her own people. But Cecilia remain indifferent. So my wife said that if she's not going to handle the case, it will leave us with no choice but to refer the matter to CASE.

Now comes the next part, never have I ever heard of customer service people talking like that. She said go ahead, she's not going to stop us from going to CASE. She also said go ahead and write whatever on the forums. She knows they are a lot people complaining about theie company but there's nothing she can do about it. She says go ahead and tell your friends not to come to FC, she can't stop us from not referring friends to go FC.

Hey, what kind of rubbish customer service is this! I believe that the customer service of any company represent and speaks for its company. And they uphold the image of the company they are representing.

Through their Customer Service Representative, Cecilia, we were given the impression that (1) once you got your full payment, there's NO AFTERSALES SERVICE, and (2) that FC is really not going to care about the feedbacks from their customers, be it through phone or through forums like here. Intially, reading through the earlier thread still makes me think that FC probably is stil lconcerned about customer feedback and willing to listen. But what Cecilcia said about writing on the forum makes me realize that it was the other case.

Finally what I also want to say is that I'm not a conman trying to con FC. We did bargained for a discount (like what most ppl would usully do), we paid for what we want and expect to get what we want. It's just that simple. Why would I want to spend so much time and effort going against others for just a mere 200/300 dollars.

Edited September 29, 2010 by BattlementG

[FC HOMES 0]

Called up FC HQ and it was a disappointment.

Firstly, it appears that Jerry's number is just another customer service hotline. My wife just called up the number Jerry provided - 62242470 (courtesy of helpful ppl from this forum) and it was picked up by the customer service side.

It was a woman by the name of Cecilia who picked up the call.

So much for CUSTOMER SERVICE. According to my wife, her attitude was downright RUDE. Cecilia doesn't really even bother to entertain her. There was NO CUSTOMER SERVICE to speak of.

It appears that she has already known about the case before my wife called up. (Think that Richard heard my wife talking about calling the HW so he had informed the HQ beforehand).

So when my wife called up, (1) Cecilia was not too willing to listen to her story and insisted that her sales, Richard would have definitely explained to us clearly on what we have ordered. It's just our words against Richard's words so she thinks that her sales did not do anything wrong. My wife said that it was just down to verbal exchange between us and her sales and it was not fair for her to just take sides with her own people. But Cecilia remain indifferent. So my wife said that if she's not going to handle the case, it will leave us with no choice but to refer the matter to CASE.

Now comes the next part, never have I ever heard of customer service people talking like that. She said go ahead, she's not going to stop us from going to CASE. She also said go ahead and write whatever on the forums. She knows they are a lot people complaining about theie company but there's nothing she can do about it. She says go ahead and tell your friends not to come to FC, she can't stop us from not referring friends to go FC.

Hey, what kind of rubbish customer service is this! I believe that the customer service of any company represent and speaks for its company. And they uphold the image of the company they are representing.

Through their Customer Service Representative, Cecilia, we were given the impression that (1) once you got your full payment, there's NO AFTERSALES SERVICE, and (2) that FC is really not going to care about the feedbacks from their customers, be it through phone or through forums like here. Intially, reading through the earlier thread still makes me think that FC probably is stil lconcerned about customer feedback and willing to listen. But what Cecilcia said about writing on the forum makes me realize that it was the other case.

Finally what I also want to say is that I'm not a conman trying to con FC. We did bargained for a discount (like what most ppl would usully do), we paid for what we want and expect to get what we want. It's just that simple. Why would I want to spend so much time and effort going against others for just a mere 200/300 dollars.

Hi BattlemanG

We have and the public have heard what you have to say, we will refer this to our lawyer and hear what he has to say.

Will reply to you directly on this matter.

This is all we have to say for now.

Sincerely

Jerry Lee

[jyilailong 0]

I remember I have a similar experience when I bought a sofa at IMM (but may not be the same shop) that cost me $3K++ many years back..... The leather sofa that display is red and we like the colour so ordered a new set with similar colour.... I were very dissapointed when I received the sofa delivered to us. The leather look dirty and a bit old to me (Look like display set to me). I feel troubled and I suspect they sent us the displayed set.... so I and my wife went down IMM to take a look of the display set.. To our surprise, the display set look much new and cleaner than the one at our house..... So I told myself, not to buy any furniure from them again...... \

Above just my experience...

Edited September 30, 2010 by jyilailong

[BattlementG 0]

Hi Jerry

Nice to get a prompt reply and action from you and your company with regards to this case. I just want to bring my case up in the forum to warn the public (people like me who have no technical knowledge on the different types of leather) to be extra cautious about what the sales has written on the receipt.

Looking forward to hear from you soon.

Hi BattlemanG

We have and the public have heard what you have to say, we will refer this to our lawyer and hear what he has to say.

Will reply to you directly on this matter.

This is all we have to say for now.

Sincerely

Jerry Lee

[FC HOMES 0]

Hi Jerry

Nice to get a prompt reply and action from you and your company with regards to this case. I just want to bring my case up in the forum to warn the public (people like me who have no technical knowledge on the different types of leather) to be extra cautious about what the sales has written on the receipt.

Looking forward to hear from you soon.

Hi BattlementG,

I will leave your case to my director and our lawyer on the action to take on the matter.

Regards

Jerry Lee

[tatayniuring 0]

Bully....

Lucky I bought all my furnitures in Full House in Serangoon North and I am very satisfied to their pre/post service. They are not high end furnitures but they are very nice. They delivered all the items in time and in good condition except for the spare sofa cover wherein they used wrong color of fabric. I immediately told them the problem and they were very sorry and promised me to replace it by a new one. After 1 week they delivered the sofa cover with correct color plus the one with wrong color for free!

i highly recommend this shop!

[wudimax 0]

Bully....

Lucky I bought all my furnitures in Full House in Serangoon North and I am very satisfied to their pre/post service. They are not high end furnitures but they are very nice. They delivered all the items in time and in good condition except for the spare sofa cover wherein they used wrong color of fabric. I immediately told them the problem and they were very sorry and promised me to replace it by a new one. After 1 week they delivered the sofa cover with correct color plus the one with wrong color for free!

i highly recommend this shop!

hi clone

[tatayniuring 0]

hi clone

???

[B2B 0]

Called up FC HQ and it was a disappointment.

Firstly, it appears that Jerry's number is just another customer service hotline. My wife just called up the number Jerry provided - 62242470 (courtesy of helpful ppl from this forum) and it was picked up by the customer service side.

It was a woman by the name of Cecilia who picked up the call.

So much for CUSTOMER SERVICE. According to my wife, her attitude was downright RUDE. Cecilia doesn't really even bother to entertain her. There was NO CUSTOMER SERVICE to speak of.

It appears that she has already known about the case before my wife called up. (Think that Richard heard my wife talking about calling the HW so he had informed the HQ beforehand).

So when my wife called up, (1) Cecilia was not too willing to listen to her story and insisted that her sales, Richard would have definitely explained to us clearly on what we have ordered. It's just our words against Richard's words so she thinks that her sales did not do anything wrong. My wife said that it was just down to verbal exchange between us and her sales and it was not fair for her to just take sides with her own people. But Cecilia remain indifferent. So my wife said that if she's not going to handle the case, it will leave us with no choice but to refer the matter to CASE.

Now comes the next part, never have I ever heard of customer service people talking like that. She said go ahead, she's not going to stop us from going to CASE. She also said go ahead and write whatever on the forums. She knows they are a lot people complaining about theie company but there's nothing she can do about it. She says go ahead and tell your friends not to come to FC, she can't stop us from not referring friends to go FC.

Hey, what kind of rubbish customer service is this! I believe that the customer service of any company represent and speaks for its company. And they uphold the image of the company they are representing.

Through their Customer Service Representative, Cecilia, we were given the impression that (1) once you got your full payment, there's NO AFTERSALES SERVICE, and (2) that FC is really not going to care about the feedbacks from their customers, be it through phone or through forums like here. Intially, reading through the earlier thread still makes me think that FC probably is stil lconcerned about customer feedback and willing to listen. But what Cecilcia said about writing on the forum makes me realize that it was the other case.

Finally what I also want to say is that I'm not a conman trying to con FC. We did bargained for a discount (like what most ppl would usully do), we paid for what we want and expect to get what we want. It's just that simple. Why would I want to spend so much time and effort going against others for just a mere 200/300 dollars.

You should go online and submit your claims through Small Claims Tribunal. It is the best and fairest way to seek recourse. It is also to protect consumers who do not have money for lawyer fees.

[everton 0]

Hi BattlementG,

I will leave your case to my director and our lawyer on the action to take on the matter.

Regards

Jerry Lee

You know, Jerry, there's a really simple solution to this entire affair and one that would benefit both parties. In the process it would allow your company the opportunity to win over potential customers by demonstrating magnanimty and excellent after sales service. From a PR perspective, the approach you've taken thus far, I believe, is not a good one and will do your company's reputation more damage than good. Obviously there' s been a misunderstanding between your salesperson and your customer. Each feels that the other made a mistake. If you allow the exchange, your loss is probably a few hundred dollars, if even that much. But the goodwill that your coy will gain from this, will far exceed, by a thousand fold, any small loss that the product exchange will cost. Seize the opportunity that this incident is presenting..... Do the smart thing.

[Mandy_choo74 0]

Called up FC HQ and it was a disappointment.

Firstly, it appears that Jerry's number is just another customer service hotline. My wife just called up the number Jerry provided - 62242470 (courtesy of helpful ppl from this forum) and it was picked up by the customer service side.

It was a woman by the name of Cecilia who picked up the call.

So much for CUSTOMER SERVICE. According to my wife, her attitude was downright RUDE. Cecilia doesn't really even bother to entertain her. There was NO CUSTOMER SERVICE to speak of.

It appears that she has already known about the case before my wife called up. (Think that Richard heard my wife talking about calling the HW so he had informed the HQ beforehand).

So when my wife called up, (1) Cecilia was not too willing to listen to her story and insisted that her sales, Richard would have definitely explained to us clearly on what we have ordered. It's just our words against Richard's words so she thinks that her sales did not do anything wrong. My wife said that it was just down to verbal exchange between us and her sales and it was not fair for her to just take sides with her own people. But Cecilia remain indifferent. So my wife said that if she's not going to handle the case, it will leave us with no choice but to refer the matter to CASE.

Now comes the next part, never have I ever heard of customer service people talking like that. She said go ahead, she's not going to stop us from going to CASE. She also said go ahead and write whatever on the forums. She knows they are a lot people complaining about theie company but there's nothing she can do about it. She says go ahead and tell your friends not to come to FC, she can't stop us from not referring friends to go FC.

Hey, what kind of rubbish customer service is this! I believe that the customer service of any company represent and speaks for its company. And they uphold the image of the company they are representing.

Through their Customer Service Representative, Cecilia, we were given the impression that (1) once you got your full payment, there's NO AFTERSALES SERVICE, and (2) that FC is really not going to care about the feedbacks from their customers, be it through phone or through forums like here. Intially, reading through the earlier thread still makes me think that FC probably is stil lconcerned about customer feedback and willing to listen. But what Cecilcia said about writing on the forum makes me realize that it was the other case.

Finally what I also want to say is that I'm not a conman trying to con FC. We did bargained for a discount (like what most ppl would usully do), we paid for what we want and expect to get what we want. It's just that simple. Why would I want to spend so much time and effort going against others for just a mere 200/300 dollars.

Hi Friend,

I agree with B2B... Just spend a bit of $$ and approach small claim for help.... But remember have to note down every process & detail you gone thru with them....

Also, have to make clear what you need them to do for you.... Of course, be prepare to compromise as well if they are prepare to do something for you.

As end user, all we want is just a solution to the problem on our purchase.

Cheers