Courts Singapore
Reviews and Complaints

Today I revisited the [protected]@JEM on 5 July 2023 at about 7.05pm. I was attended by a sales staff Mr Chan Yu. I explained to him about the product purchased on 4th July and found the cable charge was fixed to my car charger.

Asking the staff how to go about for exchange to the right cable. He told me the box opened cannot exchanged and said the type is USB-C lightning cable and the box picture also clearly display on the box. Which I disagreed to him, and I request to see the duty manager. At first he turned a deaf ear and I repeated to request to see the duty manager. I was brought to the customer service counter where a lady staff attended to me and said she is the manager. Her name is Chris Lee. To reiterate about the wrong order product. Surprising she told me cannot be exchanged reason is simple the box opened, Is the company policy no exchanged. That triggered off my anger and repeatedly explained yesterday evening about 9 plus pm I approached the counter staff making order clear. I wanted the iphone cable charger. She (cant recall her name) brought me to the iphone accessories section, Pointing that the product I want was there. I told her fix on my mobile where I was holding the iphone on my hand. She said supported on this phone. I told her get me 1m type cable. We went back to the payment counter where the male cashier Mohammad asked me why didnt I get the long cable 2m. I replied to him not necessary I use it in my car charger 1 m cable is good enough. With such clear order with proper staff attended to my request. I have no reason to doubt the item is mix fixed. The arrogant duty manager CHRIS LEE still insisted no change policy stay. I cant accept such straight face expression that holding such policy without acknowledge the wrong doing started from your staffs. Instead pushing the blame to the customer which is me to responsible for my careless not checking on the item before leaving and further to it I opened the box. I said jolly well if you said so could I have a feedback form. She swing her pc monitor and show me the online feedback only. This action add fuel to the fire. I raised my voice unbelievable service no shame on your staff giving the wrong product but to push the blame to the customer. When I was about to leave. There was a gentleman siting on the counter attended to me. Eventually Mr Rudy ( I believe must be on a higher rank management staff) managed to arrange a replacement for me. Due to the item run out of stock rearrange a pickup at Bukit Timah Branch Courts on next Tuesday which I accepted it. I trust THIS IS NOT THE WAY COURTS WISHES TO CONDUCT BUSINESS WITH valued customer-I have been with you since 16 yrs. I have never encountered such treatment before. WHAT IS YOUR COMPANY MOTTO ? CUSTOMERS SATISFACTION. I wanted your management to look into such unbelievable arrogance and poor service. Luckily, You have Mr Rudy on board the way he handles make me feel better. Regards Mr Oh

Dear Sir,

In accordance with the Consumer Protection Act, I would like to complain about the purchase of a Midea top load washer 8.5kg for $364.90 on June 27, 2023.

1) The experience throughout the days of contacting and repeating the same problem was that none of you people came down or even had the decency to call me and even the day when the washing was delivered, 29/6 at 3pm despite the fact that we instructed them to arrive before 12 noon possibly due to our festive season (Hari Raya).

2) My conscience is clear, and with due respect we attempted to convey the point on several occasions before the situation escalated further. But it appears that you are taking the time in the world to recognize, and we feel humiliated and dismayed because we received the call only yesterday at 7pm, and you reached again today for a rescheduling on the date and time. Perhaps you are not in my circumstances aware of how essential it was, which is why your people take things for granted and you may not realize how horrible the day was when such urgency was not met. It was true turbulence, with the machine not rotating properly and the weather unpredictable.

3) Aside from that, we spent $70 for two days in the self-service dryer to dry our clothes, including my daughter's school uniform. It is hard to rationalize the fact that such a devastating event occurred without anyone going beyond what was necessary to try and salvage the situation. I have all identities, including the officer who attended to me. I will not hesitate to report to COMPLAINTS BOARD on the agreement reached to ensure that such an incident is avoided. I've observed, you people are good at constantly pushing one another to the point that the person who called me didn't even know the complete history rather than asking me repeated questions about what's wrong with the machine and telling me what to do in a repetitive tone, too excessive and absurd.

4) It would be helpful if you could refund me the full purchase price and I hope this clarifies.

5) Thank you, I look forward to your response.

I had purchase 2 years extened warranty for my Sony TV its will end only end Dec 2024, my TV screen is peeling off, I call court for the extended warranty, they mention the person in charge will call, I waited for 1 over week no one call, I call again they give me the extended warranty contact to call as they had forward to warranty of my issue, I call warranty, they ask to email photo to [protected]@courts.com. sg I email on the spot on 4/4/23, I waited a few day no email reply I call again, they told me the officer in charge is engage will call me back but never at all, I was so busy I forgot about it, on 26th April 23 I call again, they told me officer is out of lunch will pass the massage and will ask him get back to me, but still no call from them. On 4th May 2023 they just send a email mention that the screen is not cover under the extended warranty. I am very upset with this type of service from courts, wasting my 1month time and yet I get the reply is this, I had paid $849 for the extended warranty, warranty its suppose to cover for all, while I doing the purchase of extended warranty they did not mention any exclusion. I cant accept this. you have to get my TV screen repair.

-TAX INVOICE: [protected]

-Aircon came out CH60 , serviceman came down to check

-Called customer service and they arranged for a portable aircon to have it delivered on 13 April 2023 to our house, the person who came and sent portable aircon told my husband spare parts will arrive 2 weeks later

- Called in to customer service on 02 May and the lady who spoke to me by the name of Katherine/Catherine told me that she will check with the relevant team and get back to me 2 days later however there was no calls or anything.

- Went to virtual online assistance ( refer to photos attached ) and 2 days later no one get back , therefore I called customer service again yesterday on 07 May 2023 and the lady by the name of Hiaty(sorry if I spelled her name wrongly) told me that parts may even take months to arrive and there is no fixed date she is able to give on the arrival status update as the relevant team has yet to get back to them and our case is still pending

- She then provided me this number +[protected] and I called several time and no one is answering

All the respond I'm getting is either "not sure" or "Get back to me 2 days time"

and this is totally unacceptable

Worst online purchase experience from courts. Practically wasted my time. Puchased a Microsoft Surface Pro 8 i5 8gb 256gb on 19th April 2023. Received an email from online customer service stating that they are unable to deliver the item on the expected date as the stock has not arrived at the warehouse. Informed that i require the laptop urgently as i have an upcoming exam. On 27th April received another email stating that the product has been discontinued and asked to top up $150 for either microsoft surface pro 8 i5 8gb 512 gb or S$200 surface pro i7 256gb. Chose the latter and made the additional top up. Again, delivery dates cannot be given and mentioned tentatively to set the delivery date to 2 May 2023. Received an email again stating that the product is defective and they gave me an option for a refund of $50 for the microsoft surface pro 8 i5 8gb 512 gb however they are unsure on when they will receive the item. Told them to proceed and once again, received an email on 3 May 2023 that the product has been discontinued by the supplier. RIDICULOUS. NEVER GOING TO TRUST OR PURCHASE ANY ITEMS FROM COURTS EVER AGAIN.

My AC broke down on the night of 12th April with an error code "E1" appearing on the FCU. Called courts extended warrranty hotline on the 13th and they were able to arrange for a technician to come down on the 14th of April 2023 to diagnose what is the exact issue with the AC.

Come 14th April 2023, technician came down and diagnosed that the PCB is faulty and would require an exchange. Called the hotline to check what is the exact date that PCB replacement can come but didnt have any exact answers.

on 21st April 2023, courts called to notify that they were able to come down on 24th of April to do the replacement. Upon further works, the technician commented that the PCB is not faulty but instead, the sensor inside the compressor is faulty.

I am bewildered and angry, as there is now 2 different diagnosis by 2 different technicians. Assuming the first technician that came is wrong, how did they get the diagnosis wrong? or assuming second technician was wrong, how did he come to this conclusion?

The Ac has been down for about 2 weeks now and issue has not been settled.

The electric oven toaster was purchased on 19 Apr 2023 at 2.33pm from Court (Lot1).

Our helper use the new toaster on 23 Apr 2023 morning She informed that the toaster did not warm-up as it should be.. the light came “On” & “Off” automatically by itself. After 20 mins the bread still remain pale & not toasted.

My sister returned the toaster to Court, the same day (23 Apr 2023) to Court Lot1at about 11am. Both cashier & the male sale person informed that toaster cannot be exchanged unless the the toaster doesn’t work at all when power is on. After clarifying with my helper on the phone on the morning incident, the male salesperson relented & exchanged the toaster. However, the salesperson reiterated that the exchange can only be made once & no further exchange will be allowed.

On returning home. We check the toaster immediately, connect the electric plug & on the toaster. There was smoke & a burning smell coming from the toaster. The toaster power was immediately turned off.

The 2nd toaster was returned the 2nd time on the same day (23 Apr 2023) at 5 pm to cashier. The cashier said it cannot be exchanged. Hence the same male salesperson was called to attend to our concerns about the defective toaster. Both cashier & male salesperson insisted that there is no defect in the toaster. They say that it is normal to have smoke when use for the first time.

Another female salesperson opened the box & took out the toaster. There was no attempt to power up the toaster.. if it is normal, then why don’t they power up to show us that it is normal?

The female salesperson asked what then we wanted to do with the toaster? My sis informed that we were too fearful to use the toaster as we had never seen smoke coming out from a toaster before. Both male & female salespeople said that it is normal to see smoke. He even suggested that that we could give it away to someone to use it. How can we give away a defective toaster! My sis added that if I do buy another toaster in replacement of the other two earlier, will there be a discount for the new purchase? The answer is no discounts will be given.

Is this how Court treat customers especially when we had alway been loyal customers & did not even made any request for a refund.

We just want to inform of the purchased item defects & for Court to highlight to suppliers. It is not an expensive item & will be too much for us to return the item ourselves… Court’s staff don’t seem to have any flexibility in dealing with issues or shown any customers service.

I purchased a set of sofa from courts woodlands on 8/4/23.Invoice number is [protected] and delivery is due on 29/4. Today I received a call from the woodland branch that I won’t be getting my item as they have made a mistake and asking if I am keen on having the display set and giving me a discount BUT with no warranty. I asked the sales person, what happen if the display set have issue and I need to get the service done by myself and is not being fair to me. She hesitate and told me she will speak to her manager, however I feel that the manager is not being helpful and not giving her any good advice and as a customer I will say that the service recovery’s sucks. At 8:30pm, I told the sales person to kindly proceed with the full refund and yet she has the cheek to ask me when I was going to return them the free gift that she gave me on the day of purchase. I was speechless.In the first place, it was not my fault of wanting to cancel my order, it was your side that miss out my order and your company could not fulfill it! I told her that I want to speak to the manager but till now, I have not receive any call from the manager. Please kindly advise is it how courts Singapore is being train to provide service to their customers!

I indeed was very disappointed and never will I ever purchase anymore items from courts as the service recovery is bad.

I would hope to receive a reply from your company of what type of service is tis!

Kindly proceed to cancel my order and get the bank to do a refund back to me

Wendy

Please see email sent on 8 Apr to [protected]@courts.com.sg below:

Molly Yeo

Sat, Apr 8, 12:35 PM (10 days ago)

to warranty

Dear Sir,

I bought a Novita W8 hot and cold water dispenser with extended warranty (1+4) from Courts on 18 Oct 2018, Invoice No: [protected] and EW Contract No: EW30728927. Over the last 2 years, it has broken down at least 4 times. Please refer to Song Kwang job sheet nos: SK202204/60906 dated 21 Apr 2022, SK202301/70707 dated 26 Jan 2023, SK202302/71747 dated 21 Feb 2023, and SK202203/60057 dated 28 Mar 2022. Every time it broke down, it took about 3 weeks for it to be repaired. This level of service is unacceptable.

The last time when it was repaired and returned to me, it had a beeping sound problem again the next day. On 1 Apr 2023 Song Kwang man came again but did not take it back for repair. He said he would check with his technician and call back. But until today, he did not call back. Today, the machine totally broke down.

In the last few months, I have called your EW hotline on numerous

occasions to ask that I be given a 1-for-1 replacement as promised by your salesperson at the time of purchase. The hotline staff (Sathis) said he had to refer to his manager and ask his manager to call me back. But again, nothing happened.

I have no choice but to escalate the matter up to your management. I hope to have a satisfactory reply soon.

Thank you.

Best regards,

Molly Yeo

Molly Yeo

3:03 PM (40 minutes ago)

to warranty

To the Manager in charge,

May I have your reply to my earlier email of 8 Apr 2023? It has been 10 days and I still have not received any response.

Just for your information, Song Kwang's man came to collect the water dispenser again on 10 Apr and till date it is still not repaired.

If I still do not hear from you, I have no choice but to bring the matter to CASE.

Regards,

Molly Yeo.

I really don't believe being the largest electronic appliances store in Singapore giving empty promises in order to close the deal. After they secured the deal they sit on it and didn't not update us.

I went to Hereen outlet at the beginning of March to source for a laptop for my daughter. The salesman gave me some LG product booklet. I gave it to my daughter to select.

My daughter choosen a 13gen laptop. I went back to Hereen and place order after I texted with that salesman.

During the purchase, I keep emphasising we need the laptop before my daughter school reopen in April.

The salesman after checking he told me no problem because the 13gen model will be delivered a week later and will be before my daughter school reopen.

After placing the order, we patiently waited. Untill 29march I still didn't receive any updates. Therefore I texted the salesmsn. He told me he is on leave and check for me the following day.

So I wait till the following day 1800hr still no one update me. Therefore I texted him. Then he told me he is checking.

On the 30march late evening he replied the stock won't be deliver begore 3apr...and adviding me don't choose the black one... Otherwise will wait evrn longer.

I am quite upset and request to talk to the Brunch manager. Again I have to wait again. On 31st March late evening, the brunch manager, Nik, then texted me and told me he will be assisting on my case.

However, when I told him I cannot accept his proposal and request to speak to their management about my bad experience and they don't have the initiative to update customer, he dissapesred and text me my case is handled over to the customer service team.

On Monday a duty manager called. She said she will be helping me on my case but at the end she disappeared again. Till now I am still waiting for a senior management team to call me to dissolve my case.

I am very disappointed with their over promising. Once they closed your deal, they don't care you and just wait for the set to arrive.

I am a managing director, I am very sad courts being the largest electronic appliances store do this to thier customer. I sincerely looking forwards to dissolve this case so that I can go and get my daughter a laptop.

I really disappointed courts suffer sales service.

I really want to caution anyone who wish to buy from courts. To me they just want to close your deal. There after no more their problems

Regards

Xavier Low

[protected]

Samsung 65 Inch Ultra HD 4K Smart TV

SO: [protected]

First issue: Courts does not properly archive my previous purchases and have proper migration of data to their new system. There are multiple accounts under my name and my big purchases were not captured under my info as apparently the staff miswrote my number as a mixture of data *mobile number+residential address*. I do not think that Courts has rectify this issue as it still not traceable using just my mobile number. The staffs are not trained to retrieve information when such data format is not standardized. Due to this, I had to retrace my purchases information which the staffs recommended that I look through my credit card history from 2019 to provide date of purchase and amount which is impossible as I split the payment between cash and credit card. Fortunately, I managed to retrieve the information from court's delivery SMS from 2019 which included the SO number. If I hadn't kept that info, they can't help me at all. This is unacceptable as Courts guaranteed past purchases data are retrievable.

Second issue: I contacted Courts on 28/03/23 with all the information in hand. I had previously purchase 2 of the same TV but different invoice, different delivery address, different date of purchase, different serial numbers. One of which was repaired in February 2023 (SO:[protected]). Then the other one spoilt in March 2023, and required an LED replacement (SO: [protected]). I've assisted in all manners, providing videos and pictures, serial number, explained the 2 different purchases, given both invoice number but they still mixed up the information. Courts should provide me a case-number upon each issue raised so that they can trace which case I'm referring to. The staffs will always revert to explaining that I have repaired my TV in February and I had to repeat myself that there are 2 different TVs of exactly the same model. 2 similar but different cases. When they agreed to repair on 03/04/2023, no one came. When I contacted the hotline, they did not return my call even after a day. I had to WhatsApp one of the staffs whom I had previously given the videos to, and they say pending AIG check on my warranty. That is absurd if previously it was already confirmed for a repair service and now revert to still pending for checks. Today I called in again to ask the status, but Courts hotline asked me to personally call extended warranty hotline instead of connecting me through. Again, I have to reexplain. It's been a week since my initial call and this matter remains unresolved. This is beyond comprehension how inefficient the team's communication is.

To courts I making this complaint because I didn't receive any letter from you, I guess around 26 years ago I took a laptop and I was not leaving there anymore. And all your letters went to Wrong address and I was not being informed until I got the letter yesterday on 25 march 2023 from the wrong address and they pass it to me.

Upon receiving the letter, it was letter from a lawyer ask me to pay $4173.86.

I call the number from the letter and also email to him that my address has been changed for many years ago.i updated my new address via email.

A while later ,a guy called saying his name so and so , and we demand you to make the full payment now and I told him,and I told 4k is big bomb for me to pay in a short notice but her keep demanding me to pay now the money.

I told him, I want to pay in installments and I was not aware of this courts letter been sending to me but to wrong address.

I'm a single parent and with a child and working as a part time server and for him to demand me to pay $4k++++ plus don't know what are the charges, admin charges and all he was saying.

He asked me, are you out of your mind?

Because I asked him that I want to pay by installments.

He stated in his letter saying that they will seize my house item and freeze my credit for 5 years.

Do you have heart? I have a child who depends only on me only and my earning are from part time and i didn't say that I can't pay. I will pay because this was my big mistake in my life buying from Courts Singapore a laptop for installments at my teenage years.And now I'm 42, single parent saparated,of course I will pay .I have a child who depends on me.but I can't pay 4 k at one go.

I can't pay 4k plus at one time, from where I can take the money.i can't go to loan shark or nor anyone will help me because I'm just single parent.All I was saying,I can pay but by installments but He don't agree.

I been effected by COVID lost of income and government does help me to Abit to survive.i havent recover from covid lost of income and debts but now COURTS SINGAPORE asking me to pay for a laptop $4kk+++ at one time?

I cant and I don't have.i can only pay by installments only.

Please reply

Zainab

[protected]@gmail.com

[protected]

Invoice No: [protected]****

Product - WHIRLPOOL 60CM 4 ZONE INDUCTION HOB ACM 808/BA (BLACK)

This product is not available as of 13th March 2023 and it was shown as available online and accepted the full payment through Pay Now.

Later Courts confirm the product is not available and requested to CANCEL for REFUND,

For the mistake or the inventory not maintained properly by COURTS , My money is with COURTS singapore for more than 6 days and no refund yet.

When I check today , in COURTS ONLINE , the product is showing as online .

Does Courts wants the payment to be made for this product when the product is out of stock and delay the payment (REFUND) even when the mistake is at the Courts end . I have taken the screen

I purchase this Sonos One Speaker from online and before purchasing I check through the specification and was mentioned it supports Google Assistant but apparently it was not working for me. I seek assistance from Sonos Support team but unfortunately getting no feeback on this issue. I was frustrated decided to call Courts Support line and I told the agent I would like to return or exchange with other products. The agent told me there will be a restocking fee of 30% which will be unfair for me as the feature is not working and why should I pay the restocking fee. That really a scam and if it is true I will not shop or would pass down the message to my friends or family member to be cautious when purchasing from Courts,

Thanks

Pratheep

I ordered two items from Courts online on February 6. The order went smoothly and I received a confirmation. The delivery date when I ordered was estimated at about a week, but I was told I would receive confirmation by email when delivery was to be scheduled. No confirmation came, and a couple of weeks later I reached out. I was told it was still in process. After reaching out again, I received a delivery date. Courts subsequently rescheduled this date, pushing it out further. When the date arrived, only one item was delivered. Since then I have been in touch with Courts customer support, who are now denying I ever ordered a salad spinner and even produced an internal document that shows only one item (when I have both an order receipt and a delivery confirmation that include both items). I don't know what is going on, I cannot get a straight answer out of customer support. Every time I reach out, I get told they are raising it internally, and this seems to be just a delaying tactic as nothing is getting resolved.

Date of purchase: 4/11/2022

Invoice: [protected]

Courts Home club member: [protected]

Name : Tina Liu

Item No: 177946

Hp: [protected]

Dear sir,

My dryer was not working 3 weeks ago and I call up [protected]. Technician was sent to check, he says will return with spare parts to repair on the spot.

I waited and he did not come back. Last week I started call the service hotline again and was told to wait for phone calls. I have waited till today and again nobody call me.

Please help me, the weather is bad and I need the dryer uegently.

Please call my husband Hp [protected] if you can not get me.

best regards

Tina Liu

I would like to express my disappointment over your reply stating that you are unable to repair my Sony TV. The reason stated that there is no issue after your diagnosis.

Please note that I have various videos showing the TV “hung” after launching an app. Your servicemen had witnessed the problem on-site and were unable to solve the problem.

Please do not conveniently push it to your customers when your extended warranty (EW) team is unable to resolve the problem. I have also tested the app on the loan set and there is no problem launching the app till now.

What do you mean that it serves as “Courts final resolution on this matter”? Although this is the first time that I reported my TV problem to the EW team, I didn’t expect Courts to handle their customers by forcing your customers to take it or leave it based on the above statement. Are you forcing your current or future customers the same way when the problem cannot be resolved?

Please look review my case including those videos (as advised by your servicemen to isolate the problem) that were taken to show the TV problem and not just conveniently pushed it to your customers.

Are you expecting your customers to patronise Courts with the above attitude or poor customer service (not transparent or not willing to provide the person-in-charge to deal with customers’ feedback (already coming to 4 months and yet to resolve the case)?

Hi ,

I am Christin John. I have ordered a apple AirPod Gen 3 from courts online store on 10 Feb 2023. I have opted for express delivery.

As of today, 23 Feb 2023, I haven't received any update regarding my order and delivery arrangements. I have called customer care about 4 times. Every time the staff said they are checking, they dont have an update from delivery team etc. i feel so bad about it and regret to order this airpod from courts online store. When i called the last time, cust staff said delivery will be on 23 Feb. But i didn't received the item. So i am proceeding to cancel my order. It's so bad that courts handle the online orders so unprofessionally.

My invoice number: [protected]

Christin John

Bought a extended warranty contract for Sona water heater in 2019 for 1+4 years of coverage under invoice [protected]

Went to Causeway point courts in mid Jan 2023 and filed a warranty claim for leaking heater at counter. About a week later their contractor came and assess the leakage and said not able to repair and will advise next course of action.

Called their contractor about 2 weeks later and asked for status and their response was no "answer from Courts". Advised me to call their customer service hotline to chase them.

Called Courts hot-line on 21 Feb 2023 and asked them for status. Customer service officer just say will redirect my claim to their extended warranty team!

So after more than a month of waiting, will you honor the warranty contract that I purchased? If cannot honor, please refund back my money. I am very disappointed with Courts aftersales service!

Made purchase online for pre-order item on 23 Jan 23. Submitted online feedback form but never responded.

Called hotline on 13 Feb and did not call back nor email.

Called hotline on 16 Feb, claimed sent email to me "waiting for buyer" but I never received. Promised to call back by 17 Feb EOD but never called back nor emailed as of 18 Feb.

Still waiting. Please refund me if you don't plan to deliver.