angwoonjiun
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Had a terrible experience with NOVA Furnishing Pte Ltd and wondered if others had the same?
Before I settled for NOVA, I had checked some online reviews and a few did mention their sufferings and being victims - I should have listened. The following is my sharing of how NOVA treat their customers once they close the sales. My case was a customized bed-frame.
Here to share and warn others.
28 April 2018
- Received bed-frame
- NOVA made a mistake of an internal depth of 2 inch lesser than what was stated on the invoice
- I informed my sales person, Poh, via a call and he asked me to Whatsapp with photo evidence and the Invoice (this is already appalling - as my sales person he did not even bother to check the invoice himself)
- Poh replied that he will confirm by 30 April when the correct delivery will be
30 April 2018
- Poh did not get back as promised
1 May 2018
- I decided to Whatsapp Poh that if he was not keen to resolve this we can leave this and i will simply retain payment of the remaining amount (I had made more than 50% deposit already)
- Poh finally decided to call back but I was at work and he Whatsapp messaged me instead questioning me why I cannot answer phone - this is so rude!
- I replied the message and asked for a specific time of the delivery but he did not reply me further
3 May 2018
- A guy who called himself Ah-Tiong and calimed to be from NOVA's warehouse called and say he will arrange the delivery and installation on 19 May, but details of the frame must refer to what Poh sends him (which means I still need to ensure that Poh communicates right dimensions to him and they could not handle it internally among themselves)
4 May 2018
- I Whatsapp messaged Poh about my conversation with Ah-Tiong and asked to confirm redo of not only the base but the headboard as well; he never replied
5 May 2018
- I tried to call Ah-Tiong to confirm if Poh had communicated but there was not even a call-back
- I then texted Poh again and initially he refused to redo headboard but finally agreed (the headboard needs to be redone to ensure it aligns)
9 May 2018
- I tried calling Ah-Tiong again but still could not reach him
- I always had to take the initiative to reach out to NOVA and I did again by Whatsapp messaging Poh if Ah-Tiong had been informed of the agreement to redo the headboard as well
- Poh only replied me very late in the evening and it so happened that when he replied me I was at Space@Tampines and saw him actually just idly chatting away with his colleagues but his text said he was very busy (what a lie)
- Anyway, Poh replied and confirmed he informed Ah-Tiong to redo the heardboard
17 May 2018
- There was still no news from NOVA about delivery and installation time so I followed up early morning with a Whatsapp to Poh
- Later in the day, Poh just provided me a logistics number to call and said I can call one day before and after 2pm or I can just wait and they will call me to arrange; he said he cannot arrange and just brushed me away
- I replied and he blocked me on Whatsapp
- I then SMS him that his attitude is terrible and if he is not keen to resolve this properly I will take things into my own hands - he then replied and said he is sorry his application he could not get in and insisted logistics side will contact me the next day (seriously when one gets blocked from Whatsapp it is obvious)
18 May 2018
- At 2.45pm I tried calling the logistics number and Ah-Tiong but no one picked up and I SMS Poh as well at 3.38pm; I tried again to call another NOVA number 65615535 at 5.29pm but again no one picked up
- At 7+pm this person who claims he is Choo called from NOVA Showroom and informed bed-frame not ready for delivery on 19 MAy (Choo sounded like Poh to be honest but anyways it was a huge disappointment as my family all made arrangements around this schedule weeks back already)
- Finally Choo arranged and confirmed 24 May afternoon 2pm - 4pm (he did not want to allow weekend and said only weekday delivery was possible) will deliver and 1 day before they will contact my family as I may not be easily reachable at work
24 May 2018
- Family member texted me that NOVA had yet to arrive even though it was already 4.05pm and no calls was received the entire day as well
- I gave Choo number for family member to call and he then said bed-frame not yet delivered from factory so cannot deliver that day (For this day my family members had to sacrifice a potential business and also travel cost and much inconvenience and duress)
- I discussed with my family that we did not want their delivery anymore and will not pay the remaining as well - this was communicated to Choo and he said he cannot make decision so he will get his HQ to call me
25 May 2018
- I received a call from Choo at 12.47pm but could not pick up as I was at work (I never received any more calls after that and showed NOVA had no more interest)
17 July 2018
- Suddenly, Danny who is the Sales and Operations Manager called me but again I was at work and unable to pick up the call. He SMS me and I replied him to call back next day 1.45pm
18 July 2018
- Danny only called me at 2pm (I actually arranged my work to delay and start at 2pm, again inconveniencing me but failing to meet what they promised)
- Finally we exchanged a few SMS and he offered to waive of $130 from he remaining $730 and will deliver the right bed-frame but I rejected as in doing so, what about all the damages they have already caused me and I will also need to take leave to manage which is again cost and inconvenience to me and my family; Danny said he will check back and reply
20 July 2018
- Danny SMS me saying since both parties cannot come to a amicable resolution, they will engage third party.
In August I received a letter from the States Court and they filed with Small Claims Tribunal against me - but the unbelievable part is that they they provided the product but I did not pay the remaining amount. They left this entire episode out. Is that right and fair and just? There may be many others out there who would just comply to avoid trouble but I will not just let them bully and keep quiet. People must know about their unethical business practice and terrible after sales.
Now, I need to attend the upcoming hearing which will require me to again take leave. I was already kind enough to not pursue the damages which will certainly exceed the remaining amount so if they are still going to pursue, i will ultimately file a counterclaim.
Before I settled for NOVA, I had checked some online reviews and a few did mention their sufferings and being victims - I should have listened. The following is my sharing of how NOVA treat their customers once they close the sales. My case was a customized bed-frame.
Here to share and warn others.
28 April 2018
- Received bed-frame
- NOVA made a mistake of an internal depth of 2 inch lesser than what was stated on the invoice
- I informed my sales person, Poh, via a call and he asked me to Whatsapp with photo evidence and the Invoice (this is already appalling - as my sales person he did not even bother to check the invoice himself)
- Poh replied that he will confirm by 30 April when the correct delivery will be
30 April 2018
- Poh did not get back as promised
1 May 2018
- I decided to Whatsapp Poh that if he was not keen to resolve this we can leave this and i will simply retain payment of the remaining amount (I had made more than 50% deposit already)
- Poh finally decided to call back but I was at work and he Whatsapp messaged me instead questioning me why I cannot answer phone - this is so rude!
- I replied the message and asked for a specific time of the delivery but he did not reply me further
3 May 2018
- A guy who called himself Ah-Tiong and calimed to be from NOVA's warehouse called and say he will arrange the delivery and installation on 19 May, but details of the frame must refer to what Poh sends him (which means I still need to ensure that Poh communicates right dimensions to him and they could not handle it internally among themselves)
4 May 2018
- I Whatsapp messaged Poh about my conversation with Ah-Tiong and asked to confirm redo of not only the base but the headboard as well; he never replied
5 May 2018
- I tried to call Ah-Tiong to confirm if Poh had communicated but there was not even a call-back
- I then texted Poh again and initially he refused to redo headboard but finally agreed (the headboard needs to be redone to ensure it aligns)
9 May 2018
- I tried calling Ah-Tiong again but still could not reach him
- I always had to take the initiative to reach out to NOVA and I did again by Whatsapp messaging Poh if Ah-Tiong had been informed of the agreement to redo the headboard as well
- Poh only replied me very late in the evening and it so happened that when he replied me I was at Space@Tampines and saw him actually just idly chatting away with his colleagues but his text said he was very busy (what a lie)
- Anyway, Poh replied and confirmed he informed Ah-Tiong to redo the heardboard
17 May 2018
- There was still no news from NOVA about delivery and installation time so I followed up early morning with a Whatsapp to Poh
- Later in the day, Poh just provided me a logistics number to call and said I can call one day before and after 2pm or I can just wait and they will call me to arrange; he said he cannot arrange and just brushed me away
- I replied and he blocked me on Whatsapp
- I then SMS him that his attitude is terrible and if he is not keen to resolve this properly I will take things into my own hands - he then replied and said he is sorry his application he could not get in and insisted logistics side will contact me the next day (seriously when one gets blocked from Whatsapp it is obvious)
18 May 2018
- At 2.45pm I tried calling the logistics number and Ah-Tiong but no one picked up and I SMS Poh as well at 3.38pm; I tried again to call another NOVA number 65615535 at 5.29pm but again no one picked up
- At 7+pm this person who claims he is Choo called from NOVA Showroom and informed bed-frame not ready for delivery on 19 MAy (Choo sounded like Poh to be honest but anyways it was a huge disappointment as my family all made arrangements around this schedule weeks back already)
- Finally Choo arranged and confirmed 24 May afternoon 2pm - 4pm (he did not want to allow weekend and said only weekday delivery was possible) will deliver and 1 day before they will contact my family as I may not be easily reachable at work
24 May 2018
- Family member texted me that NOVA had yet to arrive even though it was already 4.05pm and no calls was received the entire day as well
- I gave Choo number for family member to call and he then said bed-frame not yet delivered from factory so cannot deliver that day (For this day my family members had to sacrifice a potential business and also travel cost and much inconvenience and duress)
- I discussed with my family that we did not want their delivery anymore and will not pay the remaining as well - this was communicated to Choo and he said he cannot make decision so he will get his HQ to call me
25 May 2018
- I received a call from Choo at 12.47pm but could not pick up as I was at work (I never received any more calls after that and showed NOVA had no more interest)
17 July 2018
- Suddenly, Danny who is the Sales and Operations Manager called me but again I was at work and unable to pick up the call. He SMS me and I replied him to call back next day 1.45pm
18 July 2018
- Danny only called me at 2pm (I actually arranged my work to delay and start at 2pm, again inconveniencing me but failing to meet what they promised)
- Finally we exchanged a few SMS and he offered to waive of $130 from he remaining $730 and will deliver the right bed-frame but I rejected as in doing so, what about all the damages they have already caused me and I will also need to take leave to manage which is again cost and inconvenience to me and my family; Danny said he will check back and reply
20 July 2018
- Danny SMS me saying since both parties cannot come to a amicable resolution, they will engage third party.
In August I received a letter from the States Court and they filed with Small Claims Tribunal against me - but the unbelievable part is that they they provided the product but I did not pay the remaining amount. They left this entire episode out. Is that right and fair and just? There may be many others out there who would just comply to avoid trouble but I will not just let them bully and keep quiet. People must know about their unethical business practice and terrible after sales.
Now, I need to attend the upcoming hearing which will require me to again take leave. I was already kind enough to not pursue the damages which will certainly exceed the remaining amount so if they are still going to pursue, i will ultimately file a counterclaim.
