Georgios B

Breach of Trust and Misleading Information at Vencasa

As a previous and very satisfied customer of the Vencasa Design Quarter branch, I am deeply disappointed and feel misled by my recent experience at the Hyde Park store. I urgently needed a standard bed and base for immediate delivery. The sales team at the Hyde Park store explicitly told me that they had no stock of cheaper mattresses or bases, compelling me to purchase a significantly more expensive option. Just a few days later—on the Sunday—I called the Vencasa Design Quarter branch, and was informed that they had the exact mattress and base I needed in stock at one-third of the price. This directly contradicted what I was told at the Hyde Park store. When I confronted Vencasa's customer support, their response was to dismiss my concerns with a claim that the stock only arrived "the following week." This is incorrect; I made my inquiry that same week on the Sunday. This attempt to cover up a lack of transparency is unacceptable. The company's proposed resolution of an exchange plus a store credit is entirely useless to me. I have lost all faith and trust in Vencasa due to this dishonest and misleading conduct. I am not a customer who wishes to be compelled to remain a customer through a store credit after a fundamental breach of trust. A company that is willing to mislead customers and then refuse to take responsibility has failed to uphold its values. I will not be purchasing from Vencasa again.