How Urban Ladder is Cheating and Losing Customers

Urban Ladder was a much hype a few years ago with their priced and contemporary furniture. The brand had created a buzz in the market. However, as competition increases, the brand is not able to live up to customer’s expectations and uses cheap tactics to defend itself.

Recently, a buyer purchased a Sofa. The image displayed was not delivered. Below are the images displayed on their website and the actual delivery.

Product Displayed

Product Received:

Product and the Fabric Close Look

(Please Note: Minimum Variation as they mention)

After several emails, the grievance team agreed to send someone for inspection. The inspection team and the grievance team member mentioned on the calls that the product delivered differed from what is displayed. However, a day later, the team denies it and mentions as both the products shown and what is delivered match. The reason given by them is “The textiles of the products are of Malfino fabric. These fabrics are made of Malfino, which naturally reflects light and dark tones according to the color and angle of the lighting.”

But the question is even if you add multiple lights on it, there would be a slight variation and not what is shown in the images above. Isn’t it cheating?

I feel sorry for the brand that they couldn’t sustain competition and are now on the path to defending their losing market share. The customer service team is not able to rectify and offer a resolution. If you look at the Twitter handle, you can see multiple customer complaints: https://twitter.com/UrbanLadder/with_replies

It’s high time to decide your brand to decorate your house and don’t fall trapped to the product images shown on Urban Ladder.