Livspace Home Interiors ECommerce Private Limited - Poor Project Execution by Livspace

When I was evaluating multiple vendors for interior designing of my new flat, I was influenced by
Livspace’s promotional marketing on Facebook. I was impressed when senior designers got personally involved in the deal negotiations and providing assurance of professionalism and quality of your services. To my surprise, the engagement with Livspace has been very disappointing and stressful to me and my family. Inspite of repeated escalations to the leadership team, I do not see any seriousness or professional support to my grievances.
Below is detailed summary of our experience working with Livspace for my flat in Rainbow Vista - Rock Garden in Hyderabad.

A. Assurance of world-class design support and planning
a. Very limited designs and lacked creativity as per the Flat space and requirements
b. Designs provided are replica/fitment of already executed projects or Google, and lacked creativity and guidance
c. Designer was changed after escalations, which also impacted the timelines
d. Design of the interiors was delayed due to lack of resources and focus on the project. It took more than * months only for design completion.
B. Corporate style Project management
a. The overall project took ** months, instead of promised * months. Inspite of repeated requests no timelines provided for execution of work
b. No proper coordination and ownership understanding between the design and project team.
c. No understanding of the project flow. Project delay due to confusion in workflow of Livspace modular work and custom vendor work.
d. No project understanding or oversight by the assigned project manager
e. No daily/frequent site visit or status update by the Project Manager
f. The online portal is used only for payment processing. There are no project updates provided.
C. Periodic design and quality checks
a. Lack of coordination between project execution teams and designers
b. Multiple rework required due to lack of communication/coordination among multiple teams
c. Only one quality inspection was done in the initial week of custom vendor execution. No inspection has been done inspite of raising concern.
d. No regular quality or design inspections inspite of repeated communication by me about design variation.
D. Livspace designer will be the single point of contact
a. No involvement of the designer in project execution
b. No periodic design reviews with carpenters
c. Rework as the execution team did not understand the documented designs
E. Professional and assured custom vendor
a. Assurance that the custom work will be in Livspace Hyderabad workshop, whereas all work has been done on-site
b. It was assured multiple times that the custom work will be modular and of exact quality as Livspace made in Bangalore workshop. Multiple modules being made are on-site built and regular/traditional carpentry work (not modular)
c. It was assured experienced and skilled workers will be deployed by the custom vendor. Most of the workers are semi-skilled, having no experience in modular carpentry
d. The Custom Vendor supervisor and the carpenters do not understand the documented designs, leading to multiple rework
e. The modules built by Custom Vendor are not modular and do not provide any quality assurance as they have been hand-built on site, instead of usage of advanced machines for laminate pasting and edge binding in workshops
f. Repeated reminders for floor protection sheets were ignored
g. Compromise in quality to save costs. E.g. No laminate behind the crockery unit, multiple edgebinding strips instead of single strip for broader edges.
h. Only * skilled and * semi-skilled carpenters deployed resulting in very slow pace of execution
F. Adherence to project timelines
a. The project started on **th Nov ****. The flat was handedover in semi-finished state on **th Aug ****.
b. Gruhapravesh mahurat had to be rescheduled * times from **th March.
c. I had to employ professional cleaners (INR ****) for cleaning the flat for Gruhapravesh, as minimal to no support provided. This could have been avoided if project was not delayed.
G. Professional payment terms
a. The agreed financials of the project was that all work including custom work will be modular, which is not the case. There has been no quality inspection as well.
b. Initial project estimates by the designer was of ** lakhs. Total cost of the project spent was ** lakhs through direct or indirect cost towards the project by Livspace, inspite of scope reduction. Observe that the next competitive quote for the project was ** lakhs all-inclusive by alternate vendor.
c. Inspite of the making all payments within the payment terms the work was stopped at site, which is highly unprofessional by a corporate.

Even till date the below work as been pending with no commitment from Livspace for any support or completion.


Sr.No
Line items Issues
* Living Area Tv unit:- (CUSTOM SCOPE)
*) Edge binding peel off, poor quality workmanship
*) wall panel backlight casing is poor quality and a bad finish
*) No hydraulic/telescopic closure mechanisms on flap doors
*) Design mistakes in the TV panel for Electrical sockets leading to all connecting cables visible in open.
* MBR Wall Shelf:- (MODULAR)
*) *D & *D Size miss match

Flap down shutters:- (CUSTOM SCOPE)
*) Units are fixed on the floor and the shutter is hitting the floor due to no support given to the shutter
*) No hydraulic/telescopic closure mechanisms on flap doors
*) Mismatch door handles for the ward robes in the same room.
Dressing Area
*) Poor quality plumbing work leading to water seepage in the wall behind the wall mirror.
*) Poor workmanship, door closure mechanisms and shelf channels
* CBR Study table:- (CUSTOM SCOPE)
*) Poor workmanship,
*) Edge binding peel off,
*) Hinges screwing missing, flap down support not given
*) No hydraulic/telescopic closure mechanism for door
*) Quality/Design of sliding door mechanism for the wardrobe is very poor quality, resulting in door coming out/falling multiple times.
*) * Sliding shelves not available in the wardrobe though provided in the approved design
* Crockery *) Poor quality finishes, Shutters not closing properly due to improper hinges fixing and undulation.
*) Design team promised for factory finish but given onsite carpentry
*) Broken tile is not been replaced- Breakfast counter is fixed on top of that.
* Kitchen Aquaguard unit:-
Executed as per SOD but the aqaguard unit is not fixing inside. Because the internal space is exactly of the aquaguard size and the hinges fixed for the door is hitting the aquaguard unit for which fixing is not possible inside.

It has been severe mental agony and painful engagement working with Livspace. I had engaged them with an understanding of minimum overheads and strain for me as I was medically suffering from spinal disc bulge and had hospitalized twice.