Viva Nueva - 563 Balestier Rd

Not helpful at all

Customer service needs to be improved

nice products selection however sales person lack product knowledge

Nice place to shop as the stuff there were pretty friendly and helpful.

We shopped at the Balestier outlet. There was a friendly & rather knowledgeable saleslady, S, whom attended to us. Viva Nueva does not have the cheapest range of products but we bought almost of all our toilet bowls & accessories from them because the shopper experience was rather pleasant. After sales service was poor though. 2 months after purchase, we called to fix a date for delivery. It was fixed on 19 October. We wanted to check on the range of delivery timing as the house is still undergoing renovation and there isn't anyone living there. Salesperson L attended to my call, but was unable to give me a specific timing. She suggested leaving the door unlocked for delivery guy to access freely. I declined as we have heard previous cases of stolen products. I understood that logistics planning may only be worked out the day prior and even to know the plan on the morning itself would be helpful. I requested for a call just 15-20 minutes before delivery timing so I can head down from where I was. Saleslady L replied okay, not an issue, the delivery person could call an hour earlier. I reminded L the day before delivery and also the morning of the day delivery to remind delivery to call ahead so the delivery person won't have to wait for me. At 4.45pm, there was no phone call from them. I called the shop. This time, Salesperson Y picked up the call and said "delivery should be coming" and she would check. No response from them the next 15 minutes. I called back again at 5pm and and asked Salesgirl Y if there's any update. "No leh, dont have update" was the reply. So I probed "what time does the last delivery for each day end? Will items be delivered up till 10pm at night?" Y said "No, the last delivery is usually at 5pm, or latest 6pm". I was shocked - so does that mean I have missed my delivery on this day already? Since L had already requested for a phone call update an hour before? Will my delivery be postponed later? Y had no answers for me. Finally, she agreed to call the delivery person to check. She clearly wasn't serious about cheking for me earlier. 5 minutes later, she returned my call and informed that delivery had been delivered their items earlier in the afternoon. The guys had just went in to the house without permission, as another reno contractor was there to open the door for them. I was upset - I had clearly made my delivery requests clear (three times before) and since the goods are not in any way cheap products, I would want to make sure that all items are in good order as the invoice had stated that no refund/exchange after the day of delivery. Y said she wouldn't know what time the delivery was made, but since items are now delivered, matter is closed. This is really a terrible experience for me and my family , i had waited the entire day on my phone for their call, and only got to have non-serious replies from their end finally at 5.05pm.

Please DO NOT SUPPORT this store anymore coz they will cheat ur money I've purchased inspire WC in early Oct, they've asked my contractor when is the plan to install the wc and my contractor said Nov. They didn't tell us that they have no stock on the wc that I choose. Until end 3rd week of Nov there is no delivery still and they don't even let me know until I've called them and demand response. They suggest me to change to ready stock wc, I've come down to the store and I saw the sample and it is clearly looks cheaper than what I've purchased but they said it's the same price. I've checked online and the price is way under. After a few argument I gave up with this store and decided asking for full refund

I should have listened to the reviews of the store on Google. I called up Viva Nueva on Wednesday to inquire about a Hansgrohe Kitchen Mixer. I provided the exact model number I was looking for. The lady answering the phone said that they had it in stock and that I could paynow them the cash and pick it up on Friday. I sent them the money by Paynow and they issued an invoice. I went down to the store on Friday only to have them give me a different (cheaper) Hansgrohe Model. They argued it's the same thing and that I should take that instead. After I argued it isn't, they said that refunds can only be issued by cheque after a few weeks. After a lot of argument and fuss, they finally gave me the refund in cash. It was a complete waste of time and effort and at the end of the day, I was left with a delay in procuring the kitchen tap I need for my apartment. Incredibly disappointing sales staff. The people in the store are completely blur and uneducated about the products as well. I would strongly discourage any business with this store and if you have to, please ensure you get everything in writing from them.

In summary: 1. Deceitful - A. lied about the model and tried to convince us the one they had is same as the one we wanted. B. They wanted to charge us a higher price than market for the model that we specifically didn't want. 2. Disorganised - person who made arrangements with us on phone prior to collection was "on leave" 3. The sales staff do not have much product knowledge. The shop across the road from Viva Nueva immediately knew what we wanted when we enquired and truthfully told us that they didn't have it (and advised that probably better to get from Hansgrohe as most shops would only sell eco version due local regulations). What happened: We called the shop (from Hansgrohe list of distributors online) specifically asking for a model of Hansgrohe faucet, and the sales person who answered confirmed there was stock. We also made sure to confirm on the phone that it was not the model that everyone else. With that in hand, we were asked to transfer money by Paynow to reserve the set and come a few days later at a certain time to collect. When we went to collect, the person who informed us to come collect was not present. The salesperson who attended to us gave us the model we specifically did not want. She tried to convince us it's the same model as the one we wanted (untrue, as the one she has is eco version but we wanted the stronger pressure one). Whoever she called to check for stock told her they are the same as well - which is untrue, thankfully we did our homework. Made us wait 15 minutes whilst they "checked for stock". Finally admitted quietly they didn't have it and we demanded a refund. They could only issue cheque but we demanded cash refund in case they tried anything funny (we had invoice and WhatsApp messages to prove our case if we called police which we threatened to do). It wasn't a pleasant situation.