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Urban Company staff broke a ₹45,000 marble tabletop and offered only ₹5,000, rejecting a ₹46,000 replacement estimate for lacking a GST bill

Urban CompanyPC-2026-03371Home ServicesAnonymous ·
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Urban Company : When you damage a customer's property, is ₹5,000 your definition of accountability? On 31 October 2026, I booked Urban Company's cleaning services for my sofa, dining chairs and carpets (5 services). During the service, their personnel broke my 4.5-foot imported Crema Marfil marble tabletop into pieces. My immediate concern was the safety of the person responsible. I offered him water, first aid etc. My next call was to Urban Company's customer support. What followed has been an exercise in corporate indifference and shifting goalposts. I was initially offered ₹5,000 against a tabletop that had cost me ₹45,000 in Nov 2020. When I objected, I was specifically asked to provide an old invoice or a fresh replacement estimate, with an assurance that this would enable a higher compensation assessment. I approached the original vendor, who provided a replacement estimate of ₹46,000. I submitted it. After 24 hours, the response? ₹5,000 is the best they can offer because the estimate is not a GST bill. Since when does the absence of a GST invoice invalidate a genuine replacement estimate or absolve a service provider of responsibility for damage caused by its personnel? A few questions for Urban Company & it's leadership Abhiraj Singh Bhal, Varun Khaitan, Raghav Chandra. - What specific policy clause or assessment matrix was used to arrive at ₹5,000? - What is the basis of this valuation? Is there a transparent methodology accounting for the material, replacement cost, condition of the original property and actual loss? - Why ask for an estimate if you intend to reject it on a condition that was never communicated upfront? - Who bears responsibility when a customer entrusts their property to a service professional operating through your platform? A GST invoice is not the only possible evidence of value or loss. A vendor's written estimate, photographs, for that matter video call that you made to verify the damage and other supporting evidence are all relevant to assessing a consumer's claim. And let's be realistic: who retains furniture invoices for five or six years, especially for purchases from local vendors who may not even issue formal GST bills? Does that mean customers forfeit their right to fair compensation? A company cannot simply substitute an unexplained compensation figure for a reasoned assessment of actual damage. This is not about seeking a windfall. It is about being restored, as far as possible, to the position I was in before your service damaged my property. I am seeking a written explanation of the policy, the valuation methodology and a fair resolution. A platform cannot build trust by taking responsibility for bookings and payments while distancing itself from the damage caused during service delivery. I expect a response, not another scripted customer-care call please. #UrbanCompany #ConsumerRights #CustomerExperience #Accountability #ConsumerProtection

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  1. Case filed

    Filer · 3 Nov 2026, 9:45 pm

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