Courts Singapore review: Extremely poor after sales service and disappointing experience with courts

I purchased a set of wooden dining table with four chairs and rejected the entire set on day of delivery on 2nd Feb 2024 due to poor workmanship on the wooden table ei. rough finishing along the 2-3 table sides and the black stains on the cream colour chair.

The redelivery was scheduled on 5th Feb 2024 and I did a quick visual check on the products and although there were still rough finishing along the table sides (minor as compared to the previous set), I decided to accept it as it was due to Chinese New Year (CNY) was approaching on the 9th Feb 2024 and I needed to do some cleaning up at home hence did not want any delivery any more.

As the dining set was purchased for our new home and we did not move in until 9th Feb 2024, it was left at the side untouched. On 10th Feb 2024, being first day of CNY we were having our meals outside. The wooden table was then used to place take away delivery like fried rice, pizza on 11th Feb evening, 13th Feb afternoon, and 14th Feb evening. On the 14th evening, I noticed the joint of one part of the wooden planks of the table had changed colour. I quickly contacted the salesperson to let him know that this could be manufacturer defect but he did not sound positive and told me he was still on CNY leave.

I resorted to writing in to the Customer Service team and provided the info and photos taken for their reference. Anyway, on the phone calls they already did not sound like they were going to assist you to prove your case. Their last response to me was "After carefully assessing the report thoroughly, we are unable to accede to your request to refund or exchange on this matter due to no issue or defect raised upon delivery." I wonder what they mean by carefully assessing the report, they should come down to my place and assess the table instead. This just shows how slack their QC team/ Customer Service team that is handling such case. Just based on their sole "eyes on photos" judgement and they concluded that it is not a manufacturer defect. But if it is not, then what it is? Wear and tear after 3 use for a product that is supposed to be serving its purpose as a dining table? a product of wood material that changed colour after a few days of delivery? a dining table that can't touch water? FYI I spotted more joints changed its colour to pale wood almost every 2 days!

Anyway, I reiterated in my reply that such defects are not visible and is not possible to be detected at time of delivery using visual inspection. It is clearly poor laminate of the table top that has caused part and part of the wood plank to change colour at different joints. No steamboat no grill no strong detergent used on the table.

I even quoted COURTS Warranty Terms & Conditions - Section 2 Furniture Products - A. Basic coverage for their info!

Until now they have not responded to me but their last email has also indicated "Our Management had viewed and weighed this issue in totality and serves as COURTS official and final decision on this matter" This is obviously following the SOP that just wanted to close the case anyhow. I seriously wonder if they actually did investigate anything at their end!

PS: I also bought fridge, washer, air purifying fan from the same COURTS Megastore. When they made delivery to my place, they damaged my new Vinyl flooring and I did not even scold them or anything! The Toshiba washer's touch screen is slightly tilted and I don't even bother to call their technician to fix it since it's just a small issue but probably I should!

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