Business as Usual

<p>This is going to be a long one , so please ensure that you have your coffee or tea at hand or whatever you prefer . On the 20/11/2016 i went into Bradlows in wynberg cape town, i was interested in taking a Television , sound bar & a 3 piece with a master gaurd - this all added up to 34 000 inlcusive of interest. I then completed the form with the credit assistant in store after speaking to the sales advisor Jeremy who refferred me and showed me upstairs to send off my application for these 4 items, About 1 hour to 2 hours later the application form had been completed but not sent off as of yet - i left the store and got to my car within 5 to 10 minutes after as i had been parked around the corner - i then called the lady which had completed my application forms and advised her that I WILL NOT BE TAKING THE TELEVISION AND THE SOUND BAR, SHE SHOULD CANCEL THAT AND STILL APPLY FOR THE COUCH AND MASTER GAURD FOR ME. She then advised that she would cancel these forms and i should come in on Saturday the 26/11/16 in order to do a re-write of the application just for the 3 piece lounge suite and master gaurd. On Monday morning the sales advisor Jeremy gave me a ring but i had been to busy at work to answer - the following day (Teusday) i recieved a call from the dispatch department advising me that they would be delivering the Televison , Sound bar, Lounge Suite & master gaurd on thursday the 24/11/2016 . I was completely devastated and furious as i didnt understand why they would send off the forms when i had called and asked them not to do so. I called into the store immediately on wednesday morning and the Lady who completed the forms quoted '' Im sorry - but i think Jeremy (The sales advisor) was under the impression that you would still be taking all the good'' i then quoted '' That cuts no ice , i called you directly to cancel my application - i am the customer , this is my hard earned money - Jeremy does not have a say with what i do with my money! she then responded '' Okay well Ms peters in order for us to cancel the information , you will need to go to the police station , get an affidavid and then bring it to the store so that we can cancel the Television and Sound Bar on your account. I was so amazed with the level of respect & customer service s****s that i decided maybe if i called into the complaints department i could lay a formal complaint & they send there store advisor's to a refresher training to avoid this from happening to other customer's. To my surprise the telephone advisor's were not at all helpfull - they did not understand why the store had been refferring to the police station to get an affidavid for the cancellation -The advisor then offerred to call the store as i refussed to do so after she advised me to. She then came back to me and advised me that the reason i need to get an affidavid is because of the TV License - i then kept on explaining to the advisor that this would not have been the issue had they just listened to my request and not send the application form off in the first instance. The agent had been so unhelpfull i spent over 20 minutes on the call just trying to make her understand my query as she clearly had tunnel vision & could not wrap her head around what the actual query was about - i then asked to speak to a manager or atleast just someone who can understand what my query is & what resolution i can be provided with - she then kept advising me that because of the TV License that had been allocated to the TV to get an affidavid is the procedure that needs to be followed for about 4 times she had been repeating herself about this procedure that needed to be adhered to. I then got so fed up and told her that i need to please speak to a manager - she advised me that there are no managers on the floor !" i was just thinking to myself - is this lady for real? what call centre has no manager's on the floor ? There should always be a manager on the floor - I work in a call centre myself & great customer services is allowing customer to voice there frustration - offering a resolution even if there are timescales involved and mainly expressing a commitment to resolve the customers issue - Oh and her name was ruth. Eventually i just got to the point where i just asked to speak to someone other than her - she passed me on to lloyd another advisor who then came onto the line and said '' Good day Ms Peters you are speaking to Lloyd, how can i assist? I then said Hi has the previous advisor ruth not give you a breakdown of my query? do i seriously have to explain myself all over again? he then stated ruth has advised me that you are querying a TV License that needs to be cancelled- i then concealed all my anger and again explained my query to Lloyd who then was too unhelpfull and refferred me to the account department - i then said, fine i will call but i will also be going on hello peter - he then rep**** yes you can do that , they will respond. i cannot believe that he refferred me to hello peter Wow - Wow - Wow OMW!how could you employ someone with no customer services s****s - how could you put them on live calls with your customer - as a business you are setting yourself up for disaster all at once! I will call the accounts department and i will not stop until they reassure me that the sales advisor and credit advisor has the neccessary feedback provided to them and that this never happens to any customer ever again - Appauling customer experience - The worst!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!</p>