Urban Ladder

Extremely frustrating experience with Urban Ladder. I placed an order and paid more than 120,000, but later I was informed that the product I purchased was out of stock. It has now been more than 10 day: no resolution. To resolve the issue, I tried every possible communication channel - customer care calls, emails, chat through the app, and even a video call with their support team. I have called more than 10 times an hours just following up. The biggest issue is that there is no cancellation option in their website or mobile app, which forces customers to depend completely on customer support. What makes the situation worse is that every support channel provides a different answer. One person says the order will be updated, another says I need to cancel it myself, and another asks me to place a ne instructions keep changing depending on who you speak with. Their current process is that I must: • Place a new order first • Share the new order ID with them • Call them again to cancel the original order • Then wait 7 business days for the refund This entire situation happened because Urban Ladder sold a product that was not available in stock, yet the customer is expected to spend hours chasing support to resolve it. For an order value of t120k+, the service and management processes are extremely disappointing. Poor inventory management, confusing procedures, and very inefficient customer service.

It took me 7 tries to make a payment on this app. Maybe it needs to be updated.

They have a decent collection with very high quality wooden furniture.. Prompt delivery and friendly customer support..