HomeTown review: Solid sheesham wood bar unit with chairs

Hometown – Non-Honouring of 36-Month Warranty, Repeated Failed Repairs, Unresolved Refund Commitment & Deficiency in Service

I wish to lodge a complaint against Hometown regarding a long-pending and unresolved warranty claim relating to a defective furniture product purchased from the company.

Product Details:

Product: Solid Sheesham Wood Bar Unit with Chairs
Purchase Date: September 2023
Invoice No.: [protected]
Purchase Value: ₹54, 000
Warranty Offered: 36 Months
Product Feature Advertised: Termite Resistant

Nature of Complaint:

The bar unit started exhibiting termite infestation during the warranty period. Multiple complaints were lodged with Hometown and several termite treatment/service visits were carried out by their service team. Despite repeated interventions, the infestation continued to recur and the furniture has progressively deteriorated.

The issue has now reached a stage where the furniture is severely damaged and practically unusable.

Further, Hometown had collected defective chairs supplied with the bar unit and provided a written commitment for adjustment/refund of ₹17, 450. This commitment remains unresolved despite repeated follow-ups.

Key Facts:

Product is covered under a valid 36-month warranty up to September 2026.
Complaints were repeatedly raised within the warranty period.
Multiple termite treatment attempts failed to resolve the issue.
Hometown initially attempted to deny warranty coverage by incorrectly claiming that the product was out of warranty.
Following escalation and submission of supporting documents, Hometown conducted a fresh inspection on 05.05.2026 and physically verified extensive termite damage.
Despite inspection, no inspection report, root cause analysis, replacement plan, refund proposal, or definitive resolution has been provided.
Hometown continues to offer only additional treatment attempts despite repeated failures of earlier treatments.
The pending refund/adjustment commitment of ₹17, 450 remains unfulfilled.

Additional Concerns:

The continued termite infestation has created serious concerns within my residence, including:

Risk of termite spread to other furniture and wooden fixtures.
Hygiene concerns due to ongoing termite activity and wood deterioration.
Potential financial loss arising from consequential damage to household assets.
Significant inconvenience, mental stress, and repeated follow-ups over an extended period.

Efforts Made by Me:

Raised multiple service requests and escalations.
Shared photographs and videos of damage.
Allowed repeated inspections and treatment visits.
Cooperated with final inspection conducted on 05.05.2026.
Registered complaint with National Consumer Helpline (NCH Grievance No. 9185550).
Sent numerous reminders seeking amicable resolution.

Despite exhausting all available channels, I have not received any definitive resolution, replacement, refund, or closure timeline.

Relief Sought:

I request that Hometown be directed to:

Honor its warranty obligations.
Provide full refund/replacement of the defective bar unit.
Immediately release the pending refund/adjustment commitment of ₹17, 450.
Compensate for prolonged deficiency in service, inconvenience, and consumer harassment.
Provide a written and time-bound resolution.

I possess complete documentary evidence including invoice, warranty terms, photographs, service history, email correspondence, inspection records, refund commitment communications, and National Consumer Helpline grievance records in support of this complaint.

Regards,

Asutosha Sahu

NCH Grievance No.: 9185550

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