Bad customer service

I am writing to formally express my disappointment and frustration regarding the lack of response and the poor customer service I have experienced.

On Monday, 14 October 2024, at 08:12, I contacted your sales line and left a message requesting a callback from Janita, your sales team, as the line was busy. Unfortunately, no one followed up as promised.

I called again at 12:58 the same day, and after being on hold for 7 minutes and 27 seconds, my call was finally answered. The representative provided several excuses about how busy they were but failed to offer any valid explanation as to why I had not been called back earlier.

When I requested to log a formal complaint with customer services, they were not available to take my call. Furthermore, I was denied the opportunity to speak with the owner of the company, as he does not take calls from paying customers.

This level of service is completely unacceptable, and I expect prompt action to resolve this matter. I would appreciate a formal response explaining why my initial request for a callback was ignored and how you plan to address this situation moving forward.