Home Centre Misleading Customers: Wrong Product, No Return

K

Kashish11

New member
Seller Name
Home Centre
Company Name
Landmark Online India Pvt. Ltd.
Product Name
Homeshores Sintered Stone Coffee Table - Cream
Website Name
https://www.homecentre.in/
Customer Care Number
1800-212-7500
Loss Amount
24708
Ratings
1.00 star(s)
Opposite Party Address
77 Degree Town Centre, Building No. 3, West Wing, Old Airport Road, Yemalur P.O., Bengaluru East, Karnataka 560037, India
On July 10, 2025, I placed an order through the Home Centre app for a cream-colored center table priced at Rs. 24,708. The item was delivered to me on July 16, 2025. As is standard practice with their furniture orders, the product arrived in sealed packaging and remained unopened until the assembly technician came the following day to complete installation.

Upon completion of the assembly, I discovered that the product delivered was grey, not cream, as advertised and ordered. I immediately raised this issue with Home Centre. However, their customer service team refused to accept a return or exchange, citing that the product was "delivered and non-returnable."

This is completely unacceptable and constitutes a clear case of unfair trade practice. The product received does not match the description or image shown at the time of purchase. Additionally, denying a return—when the customer never opened the product and the wrong item became identifiable only after assembly—is entirely unjust and unethical.

I have already submitted my complaint to the NCH. However, it has been more than a month, and the complaint is still under process. Please see the attached screenshots of the following:

  • Advertised vs. Actual Product Received
  • Return/Exchange Request Email
  • Home Centre’s Response
  • Payment Receipt
 

Attachments

  • Advertised vs actual product.jpg
    Advertised vs actual product.jpg
    208 KB · Views: 3
  • Return Request Email.png
    Return Request Email.png
    429.6 KB · Views: 4
  • Home Centre's Response.jpg
    Home Centre's Response.jpg
    290.2 KB · Views: 4
  • Payment Receipt.png
    Payment Receipt.png
    195.7 KB · Views: 4

Suggested Actions:​


  1. Escalate the Complaint Within Home Centre
    • Send a formal written complaint via email or registered post to higher authorities in Home Centre (like the Customer Relations Manager or Head of Customer Service).
    • Attach all proofs: order details, photos showing the wrong product, and your communication history.
    • Demand a replacement with the correct item or a full refund.
    • Mention that you have already approached the National Consumer Helpline and that you reserve the right to escalate further if unresolved.
  2. Continue Following Up with National Consumer Helpline (NCH)
    • Since you already filed a complaint, keep following up regularly to expedite the process.
    • Use your complaint number and reference all interactions.
  3. File a Consumer Complaint in Consumer Court
    • If NCH takes too long or doesn’t resolve the issue, file a complaint in the Consumer Forum/Court at your district level.
    • Provide all your evidence: proof of purchase, photos of the wrong product, Home Centre’s refusal, and communication records.
  4. Leverage Social Media & Public Reviews
    • Publicly share your experience on platforms like Twitter, Facebook, and consumer complaint sites.
    • Tag Home Centre and Landmark Group to push for quicker resolution.
  5. Seek Legal Advice (Optional)
    • If the amount is significant and other avenues fail, consult a consumer rights lawyer to explore compensation or legal remedies.
 
Kashish11 said:
citing that the product was "delivered and non-returnable."
Click to expand...
We have reviewed the details you shared and you have strong reason to file a case against the Home Center.

Kashish11 said:
delivered and non-returnable
Click to expand...
They can not refuse to replace or return the product if they sent the different product.


Process to File a Consumer Complaint Online:​

You can file the case through the online e-Jagriti portal: e-jagriti Platform: Ministry of Consumer Affairs, Food, and Public Distribution, Government of India

Process and List Documents Required for Filing the Case:​

To initiate your complaint, the following documents need to be submitted:
  1. Index – A list of all enclosures/documents attached.
  2. Memo of Parties – Details of the complainant(s) and respondent(s).
  3. Affidavit – A sworn statement verifying the contents of the complaint.
  4. List of Events / Chronology – A timeline of key events related to the issue.
  5. Supporting Documents – Invoices, receipts, communication proofs, warranty cards, etc.

How We Can Help:​

We can assist you by:
  • Drafting all the necessary documents (Index, Complaint, Affidavit, List of Events, etc.)
  • Uploading and filing the complaint on the Consumer Forum website on your behalf
  • Guiding you through the hearing process and next steps
If you would like to proceed, kindly confirm, and we will begin preparing your case files right away.

Thanks
 
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