Bonito Designs Pvt Ltd - Unethical business practices from bonito designs

I engaged with Bonito Designs (https://bonito.in/) for an interior design contract for my newly acquired property in Piramal Vaikunth, Thane. In August ****, the Bonito team contacted me, asserting their exclusivity as partners with Piramal and their specialization in the property. They enrolled us in a Prive program with a commitment to deliver end-to-end within ** days, as prominently communicated in their marketing materials.

We commenced the design phase promptly, completing the initial ** days of designs by October ****, even before taking possession of the property, to expedite the process. Upon acquiring possession on **nd January ****, Bonito Designs conducted their first site measurement the following day i.e. **rd Jan ****. However, as of today (*rd June ****), we are yet to receive the final handover. This delay stretches close to * months, exceeding the initially stipulated timeline by approximately * months.

Notably, Bonito Designs' policy requires full payment upfront before commencing work, a condition that I've adhered to diligently by making all payments in time. When I raised concerns regarding the delay with Bonito representative Sarita Jangid (https://www.linkedin.com/in/sarita-j-*a***b**/), she acknowledged the delay but cited the absence of compensation clauses in my contract, implying their inability to address the delay.

My grievance lies in the ethical conduct of their business operations. Despite aggressive marketing strategies and endorsements from industry stalwarts like Gauri Khan and Manish Malhotra, their post-sales service lacks empathy and accountability. While there might not be any legal infractions, their disregard for customer satisfaction is evident.

It's disheartening to note that similar complaints against Bonito Designs are already prevalent (https://voxya.com/company/bonito-designs-pvt-ltd-complaints/*******), indicating a pattern of dissatisfaction among consumers. Despite these challenges, they continue to leverage their marketing prowess and unethical business practices.

Enclosed are all communications and contractual terms for reference. While the contract specifies the duration of execution, it fails to address compensation for delays, a loophole that unfairly disadvantages consumers. As a consumer i feel very helpless, its my hard earned money and i am not getting the service i was promised. I am seeking your intervention to address this issue and ensure that Bonito Designs realises the importance ethical business practices.

They have also responded with following response.
Dear Mr.Ankit,

Greetings from Bonito Designs!

We would like to provide you with an update on your raised query.

We regret to inform you that your project is not applicable for the delay compensation due to below reason-

There is a delay in IDM payment. IDM milestone closed on *th Oct’** and payment received on **th Oct’** due to which client does not qualify for the DC as per Annexure D.

We understand your disappointment and your experience, which was less than perfect.