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20 customer complaints filed against Robinsons seeking refunds for mattresses, vouchers: Case

SINGAPORE — Twenty complaints about Robinsons department store in Singapore have been filed in the last three days, the Consumer Association of Singapore (Case) said on Tuesday (Nov 3).

20 customer complaints filed against Robinsons seeking refunds for mattresses, vouchers: Case

A queue formed outside Robinsons at The Heeren on Oct 30, 2020 after the company announced it would close its remaining stores in Singapore.

  • Customers want a refund for the mattresses they had paid for but have not been delivered
  • Manufacturers do not want to make the deliveries as Robinsons has not paid them for the mattresses
  • Customers also filed complaints on the new usage requirements for Robinsons vouchers

 

SINGAPORE — Twenty complaints about Robinsons department store in Singapore have been filed in the last three days, the Consumer Association of Singapore (Case) said on Tuesday (Nov 3).

There were 18 complaints filed between Oct 30 and Nov 2 by customers asking for a refund on the mattresses they had paid for but had not been delivered. 

The other two complaints were on the new usage requirements for Robinsons vouchers, which can now be used only if the total purchase value is at least double the voucher's amount.

They are asking for a refund of the vouchers worth S$100 and S$320 respectively.

Robinsons announced on Friday that it was going to close its department stores after 162 years and is starting the liquidation process of its two remaining stores at The Heeren and Raffles City Shopping Centre.

Mr Loy York Jiun, the executive director of Case, said: “Some of these consumers, who have bought the mattresses in November or December 2019, were informed that their mattresses will not be delivered on the scheduled delivery dates as Robinsons has gone into liquidation.”

The consumers also reported that the mattress manufacturers do not want to make the deliveries because Robinsons had not paid them for the mattresses. 

The contract value of the mattresses bought by consumers range from S$2,299 to S$6,149, he added. 

Mr Kenny Lim, 35, is one such customer who is unsure about whether his pre-paid mattress will ever be delivered. 

Mr Lim, who did not make an official complaint with Case, said that he bought a mattress worth S$4,200 at a Black Friday sale in November last year in anticipation of his wedding and the setting up his marital home this year. 

When he bought the item, he was told to make full payment because it was a discounted item. 

Then on Monday, he received a call from the mattress supplier informing him that the delivery has been put on hold since they have yet to receive payment from Robinsons. This was a week after Mr Lim received a call to confirm the details of the scheduled delivery. 

“I was really caught off guard as I did not (expect) something like this to happen.

“On Monday, I went down to Robinsons at Raffles City personally and was referred to the liquidator on-site. They refused to comment or commit to anything. All they did was tell consumers to email them and wait for updates,” Mr Lim said. 

Another customer who is left in the lurch is Ms Tan Weizhen, 38, who bought a mattress and bed frame worth S$2,000 from the department store three months ago for her new flat. 

Ms Tan, who works in the information and communications industry, said that she has sent emails to both Robinsons and its liquidator KordaMentha but have yet to receive any responses. 

She did not file an official complaint with Case but has filed a credit card dispute — also known as a chargeback — with her bank to overturn the sale. 

Case said that consumers have been told by Robinsons’ liquidators to submit their claims through email.

Advising consumers on steps that can be taken against the company, Mr Loy said that those seeking refunds from the company can file a proof of debt with the liquidators in case they do not get a satisfactory recourse.

Consumers who have paid by credit card and wish to get back their pre-payments or deposits can file a chargeback request with their banks within 120 days of the transaction.

In this instance, affected consumers who have bought mattresses before July this year will not be able to file a chargeback request.

To support this request, they need to show supporting documents such as the payment receipt, delivery date and written correspondences of attempts to resolve the delivery of the mattress with Robinsons and the supplier.

Case said that consumers who are affected by Robinsons’ closure and are unsure of their recourse options may contact the association for help. 

Related topics

robinsons vouchers refund mattress Consumers Association of Singapore

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