POOR SERVICE

I have a small business in Jacobs, Durban and cigarretes are bought from BAT and sold at my business. Ever since the sales reps stopped coming to my business to take orders I receive a call every Friday from someone at the BAT call centre to take down my order telephonically. Unfortunately, when the delivery arrives the following Monday most of the times the delivery does not match the order that I requested. The incorrect order is taken away and I must wait a whole week for the next order, and hope it is correct. When I contact the call centre with my complaint all I get is an apology. This has gone on for too long and I am now beyond just accepting apologies. BAT, please get your act together and support your clients with the correct service and delivery at all times. It is your lack of service, it is your lack of accepting responsibilty for your mistakes and doing something different to sevice your clients that are forcing your clients to purchase their cigarrettes from dubious and non tax paying suppliers. You are creating opportunities for cheap cigarrettes to come into the market and ultimately have a negative impact on your business. I may have a small business and not sell as much cigarrettes as the chain stores, however it is all the small businesses that are keeping you relevant in the tobacco industry.