Bad service

Good day

On the 4th of march 2020 my husband and I went to Brights in Brackengate to buy a french door with it's frame and we were advised that the door will be a special order. We then collected both items, after we went to query because no one was phoning but the items we both available. I had an old door which was taken out, the builder had to put some few bricks to fit the new frame. When it was time for him to put the door he realized that the frame was very small and by then it was lock-down therefore i could not go back to Brights.

Yesterday my husband and I went to Bright Hardware to query about the incorrect door frame. By the entrance we met one of the managers ( Carl) who was busy sanitizing the customers. He explained that he was one of the managers i can explain my situation to him and we were advised to go inside where i bought the specific items. When i got to the till i explained that i bought a 1.6m frame door with 1.6 m french door and i was given a 1.2 m which is very small for the door the frame is already build , we only realized after the walls were broken and build in to fit the new frame that this frame was very small. The person i was talking to which i did not take his name requested for a receipt and i explained to him that we dont have the receipt with us but my husband has a Brights card so he can check under his card. He did something on the computer and said he cannot find anything and asked who assisted us that day and we explained to him and he said that the person who assisted us is not at work and we must come back next week when the person is available.

I asked him what if that lady dies does does that mean no one can assist me with this query? He said a manger would be able to assist me then i said he must please call the manager for me the.He then referred us to the receptionist counter. We went there and spoke to a lady who referred us to the manager. Carl came and I explain to him our situation then he said he was busy then, he could not assist us then i asked him what must we do now, he said "ok let me take you to one of the cashiers). He then said everyone is busy he is going to assist us himself. We went to the receptionist desks, He then searched for the receipt on the system and could not find anything, he searched the item's movement and said that these items were not sold there from January. I said that's impossible, he even searched by using the Bright's card but could not find the receipt. At the end he said i must go and bring him the receipt of proof of purchase because he tried his best he cant find the receipt. I searched from my phone and found the transaction for that day. I showed him the receipt and its only then he managed to find the receipt, but still when i first showed him the transaction on my phone he said that transaction is not from them or i must have bought something else not these items that I am questioning.

He found the receipt and print it for us, they didn't have stock. He phoned other stores and found the item and we are collecting it on Monday. My concern is that now I must pay the builder again to break and rebuild the walls again for the error which was done and Brights in Brackengate. I really do not think that is fair at all.

It is not my first time experiencing bad service in this store but at first i decided to give it another try. On the 18th of March we bought a fire door and i am still waiting for that order. No one phoned to tell me how far was the order until lock down the 26th March. I query that again but my door has not arrived yet.

I would really need feedback on this matter ASAP.

Regards

Nomhle Matika