No giving a damn about customer service

Sent to you directly on Facebook messenger: I recently decided to change my gas fireplace from gas to wood burning. I posted to I Love Fourways for the required parts. BFG came as a recommendation.

Wednesday 3 July: I called them up and gave them the dimensions (80cm x 35cm) of the grate and ash pan. The sales guy said he would call me back which he did and confirmed they had stock (R1,700) available. I had also sent them a WhatsApp with pictures and dimensions.

I went to their store and when arrived was told it wasn’t available. I was also push into a hard sale for a R20k replacement fireplace. I left disappointed and they confirmed the stock from Jetmaster would arrive on Thursday.

I did a follow up call today (Friday) and was told that Jetmaster didn’t have stock. My wife had prior (day before) been in contact with Jetmaster and confirmation of stock was available with our specifications.

On my call to Tommie Kidson today (Friday, 5 July, 11:40am) I said how very disappointed I was with their service. Not sure if he put the phone down but did try four time to reconnect. He said they would get back to me at noon. I couldn’t take his call but phone him back as soon as I could. He said that the stock had arrived and I could collect it.

I arrived at the store, not only was the grate and ash pan a no name brand (not an issue for me) but the size was a lot smaller than my request at the same price. Tommie not only being rude to me on my call this morning was also rude to my wife. The service is unacceptable and don’t deserve the business or other business from other customers if they continue with this approach.

Don’t lie to your customer, keep you customer informed.

I hope there is a lesson learnt here.

Note: I had send the above to them on WhatsApp before going to social media to give them a chance to correct this issue. They have unfortunately block me on WhatsApp. I send a Facebook message to Tommie and also called from another number. He can’t be bothered to rectify the issue.