I want to share my story. Horrible experience with X’clusive Home Pte Ltd. We bought a sofa set from them two years ago, and there is a 3-year warranty that covers sofa mechanisms. One of my headrest mechanism broke, plus we wanted to do reupholstery for one part of the sofa (this one not covered by warranty), so we paid $406 for the reupholstery. When we made payment, we were told that the repair for the mechanism part was FOC because it is still covered under warranty. The staff who served us at the Toh Guan showroom, Tommy Tan, also did not charge us for anything for the mechanism repair when we made payment for the reupholstery. We already told them before we left, that we wanted them to send someone to do the repair and transport the sofa for reupholstery on the same day.
A few days later they called us and said we had to pay a $80 transport charge for them to come and do the repair for the mechanism part. We were surprised and enquired further, and they claimed that warranty only covers the mechanism and not transport costs. Therefore transport of $80 is chargeable. They even texted my husband to say if we are able to arrange for transport of our sofa to their office on our own, then of course it will be FOC!
First of all, I am very unhappy that Tommy did not communicate this transport charges to us upfront. Why didnt he tell us so that day when we went to make the payment for the upholstery???
Secondly, their sarcasm shocks me. How could they text something so insulting and ridiculous like this to a customer, with obvious intent to insult us? And instead of calling my husband to explain, Tommy merely texted and forwarded messages he received from his colleagues to us! Most insincere way of treating customers!
Thirdly, how ridiculous is it to include transport charges for servicing such bulky items?? This is not some portable device or object that I can easily carry with me to the service centre for repairs! A warranty that covers ONLY THE MECHANISM and we have to pay them a flat fee for transport??? This is the most ridiculous thing I ever heard. If I can transport the sofa set myself, why do I need a warranty?? I know, we feel stupid now to trust them when we bought the sofa! This is not about the money anymore. Of course I can pay $80, but I just feel too insulted and angry to do so now.
When customers enquire about something, they just brush us off with “this is company policy” or “if you can transport, then do it yourself!” It’s about how they just want to fleece $$$ out of customers!
I called their Toh Guan logistics line this morning, and the woman who spoke to me over the phone, without hearing my side of the story, started flaring up at me impatiently and ORDERED ME to LISTEN TO HER if I wanted her to help me!!! I spoke amicably throughout the phonecall which only lasted a short 5mins, and she threatened to hang up on me twice, and then really HUNG UP ON ME!!
They could have offered to arrange for someone to come down to my place to repair the mechanism and transport the upholstery sofa together on the same day, so we don’t incur any costs, but NO. Do you think X’clusive will be so thoughtful towards their customers? THEY REJECTED OUR REQUEST OUTRIGHT. Without any compromise. It’s like telling us, take it or leave it!
X’clusive Home is one of the most dishonest and insulting furniture companies in Singapore if they treat their customers this way. Please DO NOT DO BUSINESS WITH THEM. THEY WILL BE NICE WHEN THEY SELL THEIR GOODS TO YOU, BUT WHEN YOU TURN TO THEM FOR A WARRANTY PROMISE, THEY SEE IT AS ANOTHER OPPORTUNITY TO FLEECE MORE MONEY OUT OF YOU. WITHOUT ANY COMPROMISE OR THOUGHTS FOR EXISTING CUSTOMERS.
A few days later they called us and said we had to pay a $80 transport charge for them to come and do the repair for the mechanism part. We were surprised and enquired further, and they claimed that warranty only covers the mechanism and not transport costs. Therefore transport of $80 is chargeable. They even texted my husband to say if we are able to arrange for transport of our sofa to their office on our own, then of course it will be FOC!
First of all, I am very unhappy that Tommy did not communicate this transport charges to us upfront. Why didnt he tell us so that day when we went to make the payment for the upholstery???
Secondly, their sarcasm shocks me. How could they text something so insulting and ridiculous like this to a customer, with obvious intent to insult us? And instead of calling my husband to explain, Tommy merely texted and forwarded messages he received from his colleagues to us! Most insincere way of treating customers!
Thirdly, how ridiculous is it to include transport charges for servicing such bulky items?? This is not some portable device or object that I can easily carry with me to the service centre for repairs! A warranty that covers ONLY THE MECHANISM and we have to pay them a flat fee for transport??? This is the most ridiculous thing I ever heard. If I can transport the sofa set myself, why do I need a warranty?? I know, we feel stupid now to trust them when we bought the sofa! This is not about the money anymore. Of course I can pay $80, but I just feel too insulted and angry to do so now.
When customers enquire about something, they just brush us off with “this is company policy” or “if you can transport, then do it yourself!” It’s about how they just want to fleece $$$ out of customers!
I called their Toh Guan logistics line this morning, and the woman who spoke to me over the phone, without hearing my side of the story, started flaring up at me impatiently and ORDERED ME to LISTEN TO HER if I wanted her to help me!!! I spoke amicably throughout the phonecall which only lasted a short 5mins, and she threatened to hang up on me twice, and then really HUNG UP ON ME!!
They could have offered to arrange for someone to come down to my place to repair the mechanism and transport the upholstery sofa together on the same day, so we don’t incur any costs, but NO. Do you think X’clusive will be so thoughtful towards their customers? THEY REJECTED OUR REQUEST OUTRIGHT. Without any compromise. It’s like telling us, take it or leave it!
X’clusive Home is one of the most dishonest and insulting furniture companies in Singapore if they treat their customers this way. Please DO NOT DO BUSINESS WITH THEM. THEY WILL BE NICE WHEN THEY SELL THEIR GOODS TO YOU, BUT WHEN YOU TURN TO THEM FOR A WARRANTY PROMISE, THEY SEE IT AS ANOTHER OPPORTUNITY TO FLEECE MORE MONEY OUT OF YOU. WITHOUT ANY COMPROMISE OR THOUGHTS FOR EXISTING CUSTOMERS.