Furniture City Complaint
 SUPPLIER |
Furniture City |
 INDUSTRY |
Retail |
| BRANCH / AREA | Swap Department | COUNTRY | South Africa |
| TIME / DATE | 17:19 Mon 6 Feb | PERSON RESPONSIBLE | Swap Department |
| CUSTOMER | leenyoka | View all reports by user |
 0
6
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| PROBLEM | Late / No Delivery |
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| INCIDENT | Tue 3 Jan | ||
| HEADLINE | Waiting more than a month (and counting) for swap |
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| The swap department was suppose to exchange my broken bed reported on 3 Jan. I was asked on numerous occasion to have someone at home as they will be exchanging the bed on x date and each time no one would pitch. The salesman (Jazz- Southgate) and I continuously followed up on the matter to no avail and to date my bed is still not exchanged. I contacted the swap department myself today (directly, not via customer care), but all my calls were unanswered. The call centre also tried on numerous occasions with no answer. I understand that my complaint might not be the only one they have to attend to, but can it really take a full month - and counting - to exchange a bed? I have been patient and understanding for way too long and need action to be taken by the relevant persons. It is not only inconvenient, but a waist of my time to constantly follow and receive the same feedback daily "someone will get back to you ma'am". I had to buy a board to support the mattress as I could not use the bed, which was an additional expense for me for which I will not be compensated. An urgent response to this matter would be highly appreciated. | |||
| SUPPLIER'S RESPONSE | Furniture City | Time and Date | 13:26:24 | Wed 8 Feb 12 |
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Hello leenyoka, Please accept our sincere apology for the inconvenience caused. As per our telephonic discussion you have been advised that this matter has been escalated through to senior management within the Brand. Customer Care will be contacting you shortly with a further update. Thanks and kind regards, Kerusha - Furniture City - Customer Care |
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| CUSTOMER'S FEEDBACK | leenyoka | Time and Date | 13:28:33 | Thu 9 Feb 12 |
| Utterly Disgusted: I am utterly disgusted that it took a post on Hello Peter for my matter to be escalated to senior management when this matter has been outstanding for more than a month. Is there no internal escalation policy to ensure timeous turn-around to customer complaints? Ms Kerusha called me at exactly 13:20 on 08 Feb (see post above), I am still waiting for customer services to "contact me shortly" 24 hours later - what exactly is shortly by Furniture City standards? | |||
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