Courts Singapore
Reviews and Complaints

My Samsung fridge, washing machine and TV was expected to be delivered on 9/3/19 from 2 to 5pm. Before the delivered date, I called and instructed your side to remove the fridge door when delivering the fridge as its too big for my kitchen door. On that day, I waited after 5pm but nobody turn up. When I called the customer service, than realised that the driver man was given only 1 contact number and they couldn't get in touch of my husband. After they send the fridge, than realised that they didn't send anybody down to remove the fridge door. So I waited for another 3 to 4 hours for them to arrange someone to be down to remove the door and fixed it back again. By than it was 9pm plus.
Today, my dining table was to be delivered. However, they only delivered the dining table and bench without the 2 chairs. I had to call your customer service and the salesperson. To my astonishment, he told my that it's out of stock and the next shipment will be in May. 1 and a half months later.
I was freaking mad! First, can't Courts call me to inform about the chairs, instead of me, the buyer, calling to find out what happen the the dining chairs? 2nd, I waited for hours, with the fridge issue and now the dining chairs, and still expect be to wait 1 month plus and another day for your most "reliable" side to deliver to me? 3rd when I purchase and paid for that dining sets, isn't your system suppose to lock it in to said that those available sets are mine? Than how come your salesperson said that it's first come first serve? What logic is that?

Before making payment of a discounted sofa, the sales person Ms Nguyen told me that even if you will be paying the full amount of the Soda, it may not be delivered to you if someone else pays for it and ask for deliver earlier than you. She claimed that is it under Courts's Terms and Conditions. I understand that she wants me to ask for deliver at soonest but this is definitely not the way to speak to a customer. Any service or product must be delivered once full payment is made under Singapore Law. Do you mean that Courts's Terms and Conditions is disobeying what Singapore Law says? Funniness was that when I asked her to show me the clauses under the T & C, she has found some clauses that was totally unrelated to what she was trying to tell me.

This pertains to the miscommunication and misinformation provided on the issue of replacing my Surface Pro 4 Battery as well as the conditions of the Extended Warranty.

1. I have submitted this response to Courts in order to be contactable via email.

2. I took time off on 1 March '19 to head down to the Toa Payoh store to get the battery replaced. Prior to this, I was informed by the Extended Warranty Online team that I could go to any of the following branches to get the battery repaired as I had and extended warranty (Branches: Megastore, Somerset, Toa Payoh, Jurong Point or Causeway Point). When I got there I was quickly informed that there was no such service at the Toa Payoh branch as the desk had moved to Ang Mo Kio in Oct 2018. I find it extremely disturbing that the officer handling my case online still referred me to the Toa Payoh branch despite it being 5-months since the support desk was relocated, highlighting the first case of miscommunication.

3. I immediately head down to the Ang Mo Kio branch and am notified by the staff at the help desk that the issue with my battery is not covered under my warranty.

i. This was contrary to what was conveyed to me when I purchased the extended warranty in Courts in 2017. It was highlighted that all aspects of the laptop, minus aesthetic faults, was covered in the extended warranty.in addition, when I submitted my initial query, I did not, at any juncture, get informed that the battery was not covered under the extended warranty.

ii. I was told by the Courts staff at AMK that such repairs cannot be done on the day as they do not have the parts on site. I wonder why this was not communicated right at the onset when I raised my request to Courts.

iii. I was notified by the support staff that he could help me escalate the case and request for the battery replacement cost to be absorbed by Courts after a diagnostic assessment of my laptop is done, with no guarantees to the request. I was informed that the diagnostic could take 3-5 days, which is then followed by an assessment by the warranty team as to the manner in which the request is handled (another 3-4 days). After already wasting half a day I find this to be somewhat strange that Courts is willing to have me go without a laptop for up to 1.5 weeks, only to eventually be informed of what it can do for me to rectify my battery issues. I have not yet provided my laptop to Courts due to the uncertainties behind its handling of this case.

I'd like to know Courts' stance on this case and also like to obtain clarity to the cost pertaining to the battery replacement before moving ahead. I'd also like to formally request for this to be formally escalated as a complaint to Courts' management team as there are clear gaps in its process and communication capabilities.

On 3rd Jan the manager at Clementi Courts told me that i will received e-mail within 3 to 5 days. Now already 16th Jan no e-mail was send. Now i want an explanation on why on the 2nd Jan no delivery was made and also no call to say that it will ve delay. Need to call customer service and this also they made me wait to confirm thet i have buy from courts. Very very disappointed. Need an answer asap. Thank you.

Received an sms that aircon will be arriving and installed today between 10am-6pm, my husband waited there for the whole day and nothing. Called the person that sold us the aircon to check with courts and she said nothing is scheduled today and it was a system auto generated sms.

So.. When are you delivering? We have ordered other items like fridge, washing machine for our new house and I would want the refund if this carries on.

We are extremely disappointed as we tried calling the hotline and was cut off time and time again.

The 3 Malay delivery men stolen my sports shoes. I have just bought the sports shoes not long after 2 months Est. It's has been there all along and have never been meddled with strangers before. I even saw it when I left for work this morning. My mother was the one who approved the delivery but she was suspicious of the staff. The staff were acting weirdly and the second they came here one of them asked for the toilet and another staff went some where else. I hope you will compensate me and help fix this problem and that this will not happen again.

Hello,

My name is Angeline Standbridge and I'm residing in California, USA. My mom lives in singapore and we were surprised to know that you send debt. collectors to an elderly living alone in a house at 10 PM. No letters but a person showing up to the house. Surely this is not acceptable.
My mom bought some furniture sometime in 2003. Now is 2019. How can this be possible? Please see the attachments and let me know if this sounds legal to you. It is not legal. I would like to have the contact number of who sent this person to my mom's place at that time.
Waiting to hear from you ASAP, please.

Warm Regards,
Angeline Standbridge
Email: [protected]@msn.com

I called Courts customer service line twice on 25 September 2018 and 23 October 2018 to report an Extended Warranty issue for the Europace Split Aircon system 3 which i gad bought and both the officers told me that they will passed it to the relevant department to handle and get back to me but till today still no reply from them yet.

Please response to my compliant...

I've purchased a sofa from courts megastore on 10th Nov, delivery was set to be on the 13th Dec. Sales rep said that delivery cost $30, and disposal of old sofa is possible. Paid 10% of total bill at the cashier, WHICH cashier accepted. Got a call on the 10th night saying I have to pay 40% of the total bill in order for the product to process. Why did your cashier only accept 10%? is the customer supposed to know the company sales protocol?

I was instructed to pay the remaining necessary ASAP, and so I did. I went down to Courts at Lot one the next day, 11th Nov, to pay more of the balance as instructed and was told by the same sales rep that very night that delivery date has been pushed to 17th Dec.

Yet on the 16th Dec night after 8pm, sales rep called and said it will be late. At this point I was a bit furious, why couldn't I be informed earlier? Do note that 16th Dec is a Sunday, and 17th Dec was a Monday. So only on 16th Dec night, 1 day before the actual delivery date, does the company check whether the customer's product has arrived and whether it is ready to be delivered? I took a leave for 17th Dec, and on the 16th Dec it is a weekend, and there was nothing I can do to change or reallocate my leave.

Rescheduled it to the 24th Dec Monday 2-5pm, delivery called to ask if it's possible to push to 6pm and I agreed. Delivery called AGAIN to push back to 630pm, and once again I AGREED. Yet till 730pm delivery has not arrived and I had to call the sales rep to ask what is going on. Sales said it is Christmas eve, is on off and needs to make a few calls to find out what happened. But as much as this is Christmas eve for you, it is the same for me too. I had a dinner to attend, I took time out, or rather I took a half day leave to come home early so I can be home from 2-5pm window, and yet till 730pm I had no updates whatsoever. By the time the delivery guys came, which was around 9PM, I was already out for my appointments and so I told the sales to reschedule the delivery, and we needed to discuss what kind of compensation would be offered cause at this point, things were already ridiculous. During the phone call, sales rep pointed out to me that even if I were to set the delivery time at 5-9pm on any day, there IS A CHANCE that the delivery will be late and reach after 10pm, due to busy schedules and seek my understanding. At this point I am really puzzled, are you trying to tell me any of the delivery COULD be late, and it is not their fault? That statement is like saying you get a free pass for sending late deliveries. Why not just set the delivery time to be 5pm ONWARDS then? And does that statement also mean, customers should just wait patiently at home for the delivery to arrive, even if there's no update whatsoever, because there IS A CHANCE that the delivery will be late due to a busy schedule, and that all customers should be understanding towards this particular matter?

Rescheduled again to 28th 11-2pm, with the agreement of waiving of delivery fee and compensation, in forms of vouchers. On the actual day of delivery, I found out delivery man was not gonna disposed my old sofa and I need to head down to courts megastore after delivery has been done to show my invoice so as to claim my voucher. Delivery said it is not written in his instruction to dispose my old sofa. I am really confused as on the date I made the purchased, I paid $30 for delivery and disposal. So once again it is my fault, that disposal was not written down in the invoice? Or was the sales rep confused as to my need for disposal? She was just informing me that disposal was available?

Prior to this successful delivery, we had quite a number of phone calls, and also text on whatsapp. And on 27th Dec, sales rep sent me this text:

"Mr *** my manager has actually told our delivery team to resend to you tmr Dec 28th, 11 to 2pm. Ok?

Reappeal for $200
My manager has agreed to this amount, in voucher form, to be given after delivery completed."

So without consulting or asking if I am available on 28th, you gave instructions to your delivery team, are you pressuring me to accept the delivery on 28th? Fine, I agreed to 28th cause I didn't want to delay this any longer and drag onto the next year. HOWEVER, after the completion of the delivery, I realised the delivery team does not have the voucher with them. So I called the sales rep, and the reply I got was, I needed to go down to megastore with the invoice to redeem it. I asked, why wasn't this pointed out to me, guess what, to my amazement, the sales rep said "You didn't ask me about how to receieve the voucher either?" Adding on sales rep said, "Please stop squeezing me so much"

WOW! So as a customer, I'm supposed to ask and be aware of all your protocols? That is a customer's responsibility? And if I didn't enquire enough, it is my own disadvantage and if I pursue, I am "squeezing" the sales rep, I am giving too much trouble, I am being demanding? WOW this is the first time I've come across such customer service, what an eye opener.

Sales rep has not been helpful, giving last-minute notification that 1st delivery will be late, and said I have never asked how to redeem the voucher or where, so now that I have rescheduled the delivery 2 times from the original date, and it is not even my fault, I still have to go down to megastore to redeem the vouchers? Sales rep refused to put me in contact with a manager, and towards the end is rude, saying I have never asked how to get the compensation voucher. She has never informed me of any progress update or necessary information regarding compensation and etc, so is the customer supposed to be very proactive in finding out what are the protocols your sales rep are operating by?

Till now, I have not been put in contact with anyone else, no supervisor, no manager whatsoever. Your only hotline, [protected] is not helpful at all. It is automated and gets me no where. Your facebook helpdesk is not replying as well. Hence I found this platform and hopefully I can have your attention. I supposed I am being proactive customer now, so please, get back to me cause I AM ASKING QUESTIONS NOW.

Please get back to me cause this is ridiculous.
And not just via email, I need to speak to someone that is in charge, your sales rep brushes me off by saying it's a different manager on shift every time I ask to speak to the manager, this is unacceptable.

I would like to dodge a complaint as started with an order of 12 neck pillows on the 7th of Dec, only to have an attention after 2weeks but initiated by myself sending an email asking of my product status of when would the delivery be.

Secondly on the third week, received a decent called by mina claim to be a supervisor or actual to drop a bomb that a particular color has been out of stock while order was made 3weeks beforehand as reservation was not available within the 3weeks. Amazed as the online table says stock available.

Thirdly delivery man came late and no apologize made over the phone or whatsoever, late for 30mins after a promised time of 2-5pm while 3hrs are being redundant. Signed by my father who is half-stroke yet gave no service report or delivery report of 1st half.

Lastly, mina called after a coincidence after dropping the line with the delivery man. Just to land a good news that delivery was available tomorrow rather than on a 31th. That was indeed coincidental that the delivery could be pulled forward.

I believe everything landing in the hands of an experience person could have an Excuse or Excuse, I would clear the air that I would not want an explanation as anyone could but a good compensation with an Apologized, by Wavier. No More Questions from me.

I wish to give feedback on my bad encounter at Courts (Lot One).

Last Friday, I bought a rice cooker from Courts (Jurong Point) for my mum as a Xmas gift. She doesn't like the model unfortunately, hence I thought I could do a refund. I went to Courts website and saw this 30days hassle-free exchange/refund where customer could do an exchange or refund at any store. On Sunday, I went to Courts (Lot One) since it's the nearest store to my home.

I produced the receipt of purchase together with the product in an unsealed box as I had already opened up to show my mum. The cashier asked for my reason of refund. I told her that my mum doesn't like this model. She was blunt and told me that I am not able to do a refund simply for that reason. She said that refund is only if the product is faulty, then I will be allowed to do a 1-1 exchange or refund. The cashier called one of the Sales staff over and the latter told me the same about their policy of refund is only if the product I purchased was faulty. I pointed to him the 30days hassle-free exchange/refund which was clearly stated on the wall behind the cashier counter and he insisted that he was instructed that it only applies if the product was faulty. He even commented that I should not have bought it in the first place if I don't like the product. I asked if I could do an exchange to other products or a refund at Jurong Point since I bought it there. This Sales staff told me that their exchange/refund policy is the same across all stores so even if I go over to the other store, they won't be able to adhere to my request. Feeling disappointed, I walked out of the store.

I looked through the return clauses carefully and I went back to the store to look for the same Sales staff whom I spoke to earlier. I told him that it was stated in the website that if I am unhappy with the product, I could do a refund. He still stick to his earlier words that it only applies to faulty product. Not feeling satisfied with his reply, I asked him for another staff with higher authority who can confirmed this and he directed me to his "senior" named Sebastian (not sure if it's correctly spelt) who was sitting at the desk alone. Sebastian told me that the product box has been unsealed thus unable to allow a refund. I have to show him on my phone the next clause which says that I can still do a refund within 14days if the box is unsealed. Only then he said I could do a refund with an insincere attitude.

I walked over to the same cashier and handed the receipt of purchase and told her that I want to do a refund on the product I brought along earlier. She said she had already told me earlier that it cannot be refunded. She then asked who I spoke to and subsequently paged for this Sebastian to the counter to ask if he had allowed me to do a refund, before she proceeded the refund process which took merely just 5minutes of her time.

I am utterly disappointed and unhappy over this encounter. I do not know if your staff lack the knowledge on your company's refund policy or they are trying to bluff their way through by telling me there's no way for refund unless the product is faulty. It was only when I pointed out the return policy on your website that a refund was allowed which in my opinion was done unwillingly.

I can't help but left the store thinking that Courts is not genuine in honouring their promise to customer on their refund policy.

Courts services are very poor and their customer officers are liars!

I purchased a printer on Courts online on 23 November, 2018 and then got an confirmation email that confirms the purchased item will be delivered on 29 Nov and they will contact me to arrange this.

I waited until 7 Dec, nobody contact me. I checked my online account that says my order is processing. I called to their customer services, and after waited and had to hear a very loud ads sound, nobody took my call.

I continued waiting till 10 December with no news and called them again. Luckily there is a lady officer picked my phone up. I asked her for the status of my order. She checked and told me that the item I ordered is out-of-stock. I asked why there is no one informing me that and expressed my disappointment to their services. She promised me that she will ask the online deparment to contact me and advise me what to do.

However, no one called me. Very disappointed, I contacted them via this link https://www.courts.com.sg/contact/ and asked them to cancel my order. After sending, I got a message that said they will get back to me in 3 working days. Again no news. Send another cancellation again. Again, no news.

You could see how I was disappointed about their services. I called them again on 21 December 2018 and asked to cancel again. Talked with a lady officer, she promised me that she will send an email to their online department to cancel. I asked her to CC that email to my email for an evidence. I took my email address and promised to do so. Finally, she told lie to me. No email, and no call, nothing. I checked my online account, the status is still In progress.

How horrible their services. To be honest, I don't know what to do now. It has been 1 month (it is 23 Dec I am writing this complaint). I bought, they never sent, I asked for cancel, they do nothing. I contacted, they promised but do nothing. They still keep my money but do nothing.

L very sad that. Court service is very poor n not seen to care about thing. That we buy week ago. My wife calling them later they said someone were contact us until 4 day still no news. L need to go down to the place l buy to settle thing. If court carry on like that service business will worse to bad. We are members in court hope they were look into this matter

Hi,

I am Mr Kee here, I am facing difficulty of paying the bill under courts account as I just get a job not long ago and I understand that I have own a outstanding amount under courts but your engage the company Bryan Louis partners & associates Management a person name call Ms Adi that attended to my is not willing to help me on the payment issue and the way she talk is very rude. I really hope you can understand how I feel. Hope you can seriously look into this case. now I have no choice I will try my best to see how to made the payment before the 14 dec 2018. Pls kindly get back to me on this issue Thank you my Hp number [protected].

Regards,
Mr Kee Kok Wei

I ordered a smart TV from the online store a 2 weeks back and i personally called up the sales department to schedule for a delivery which was 3 days after the purchase and it was agreed upon. So on the day of delivery I did not receive my TV so I called them up and they had the cheek to tell me that they didn't have stock for the TV. Firstly, they should have informed me beforehand about the situation not wait for me to call. After speaking to the customer service officer, Elaine about this, she promised me that my TV will be delivered by the 14th of December 2018. I explained that this was a gift so the first date was missed so i hope this won't happen the second time. She promised me that it would not be the case.

Today on the 12 of December 2018 I received an email saying they still have no stock and the latest date of delivery would be on the 17th of December. Shouldn't customer service agents have the common decency to call up your customer rather then just email?

Secondly, why put up a product online when you have no stock? The first delivery was a miss, its ok I can understand sometimes there will be technical difficulties. Then why would you promise your customer that this will not happen again and break the promise? Maybe a promise doesn't mean anything to COURTS Singapore but a promise matters to people. It is utterly irresponsible. No wonder more people are moving to more reliable online platforms.

Thank you COURTS Singapore for such an eye opening experience.

So I ordered a camera on Black Friday and it supposed to be delivered after a few days. And I understand that due to Black Friday and cyber Monday, they will have a lot of orders but the things is they said I will be informed if any delivery delay and I didn't receive any call or email regarding delivery delay. Email them and no reply. Called courts cs the lady said will get back to me but nothing. Then I went to call again and they said maybe because of the stock availability. So I went to their official website to check and it stated IN STOCK so why can't they just delivered the items since they have stock? I'm really in need of the camera

I have purchased a system 3 aircon from Courts. The process was still not so bad till the day they start to arrange for the aircon to be fixed.

I was told by the salesperson it will take about 4 to 6 hours to have old aircon to be taken down and new one to be installed. Arrangement has been made and I was told that they will be at place from 10 am to 6 pm on 28th Nov 2018.

No one turns up till 2.30 pm and the work did not end till 8 plus. We end up cleaning up the mess till past midnight. All these could be avoided if they have arrived on the scheduled time.

This is not the end of my issue, in fact, this is just the every start. We tested the air con before they leave and it's in working condition. However, when we finally settle down, the air con is not working as it's before. We end up sleeping and waking up in sweat. I thought we did not set to the right setting and try it for one more time. This time it got worse. Air con was having only air and nothing else. To make things worst, one of the aircon is leaking.

I tried to call the air con installer on 29th Nov @ 5.40 pm, all I got is a voice recorded message stating that they are closed and their operating hours is from 9 to 6 pm.

I have no choice, I called the salesperson and he informed me that he will get the installer to call me to arrange for the installer to make a check.

I waited for the call and was told that the earliest they can come back to us will be on the 3rd Dec 4 to 6pm. We end up for the next few days without aircon though we have paid for one brand new aircon that is sitting there like a white elephant. I spoke to the sales person informing him about the date and time, the installer will be doing the rectification. He shared with me that he will activating the samsung technician to be there at the same time to provide advice. We thought that everything will be good. As such, my wife took leave and patiently wait for our savior to turn up.

Guess what? No one came. No installer and no one from Samsung came. Called the Salesperson again, this time he told me that Samsung is having their D&D and is unable to be there and he has forgotten to inform me. He apologies and he informed that he will called the installer first thing in the morning at 1030 am and called me back with an answer. There we go, one more night with my white elephant.

on 4th Dec from 10.30 am to 2.30 pm, did not get any call from the salesperson. I have to call and asked him for a status update and he told me that he has arranged for the installer to call me already. I did not receive any call till around 3plus, when the installer finally called and says that he has overlooked as such he forgotten to call or visit my place. He claimed that he will be at my place on the 5th Dec from 4 to 6pm. Again, I have to ask my wife to take leave again to wait for his arrival.

This time, he arrived and after checking, he informed that there is not enough gas in the system which causes the air con not functioning properly.

This is a serious service lapse. I can understand that company needs to cut cost by out sourcing, the question is are they able to match the service standard you promise the customer? For my case is not, I have to take leave to wait for the installer and live with the white elephant that I have paid for suffering.