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Terry P

1 reviews | Active since Jun 2017

01 May 2018, 16:41

Poor Customer service from Builders Zambezi

I purchased a Bosch 600mm Gas Stove 4 plate from Builders Zambezi end December. In March 3 months later the oven wouldn't ignite. I took the stove back to the store and after a lot of arguing, requesting to see a manager (which took forever to arrive) and threatening to take the matter further the stove was eventually replaced with the demo model on the floor. A month later I am having the same problem. I contacted Builders Zambezi and said I want a new stove or my money back. While on the phone with Embheki her supervisor was telling her that I can't have either request this needs to be logged with Bosch. I was then told I need to do this. I responded by saying that she must contact Bosch and get the rep John to phone me. Needless to say, this was not done. I then phoned the customer care line. After contacting the store I was told that the supervisor Vincent, who I did not talk to, said I said that they must not log the call. Yet again I was told the call will be logged as this is the procedure. I am not interested in procedure when I have spent R7000 on a NEW PRODUCT which I returned due to it giving problems which was then replaced by a demo model when I paid for a new product and still giving problems. Is this also PROCEDURE????

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Replies (4)
Builders Warehouse
Builders Warehouse's reply02 May 2018, 08:16
Official

Hi Terry,

Thank you for bringing the matter to our attention.

I'm very sorry for the experience you've had with returning the gas stoves.

Rest assured I will be addressing the matter with store and will be in touch with you,

Regards
Suhayfa Gabriels

TP
Terry P's update03 May 2018, 10:09
Reviewer Update
Thank you for your reply. Unfortunately the only thing that happened after you contacted the store was that my husband who works there was called in and taken on about the complaint. Surely the proper thing to do would be to contact the person that is complaining? My husband doesn’t control me or speak for me. I have a mind of my own. Why have I not been contacted? I did not realize that due to being married to one of your employees that the spouse or family are no longer considered a CUSTOMER and get treated differently. I complained about a product I was given as a gift. My husband has nothing to do with this and in fact tried to stop me. I tried sorting this out amicable the first time and the second time and nobody took my complaint seriously to the point where I was called a **** indirectly. Everyone is on about policies and procedures is it policy or procedure that a new defected product gets replaced with a demo model off the floor that was repaired for the same problem?? Is it policy or procedure that an employees spouse or family are not allowed to complain and are not considered a customer?? Is it policy or procedure that an employees spouse or family are treated with less respect?? What is your policy and procedure regarding customer complaints? Just in case Builders Zambezi management is a bit confused let me clarify, as a customer/consumer I have the right to complain if I am not happy. There is a thing called the CONSUMER ACT that gives me the right to do so and nowhere does it stipulate that an employees spouse or family do not have the right to do so. Please get the management of this store to read the Consumer Act.
Builders Warehouse
Builders Warehouse's reply03 May 2018, 12:40
Official

Hi Terry,

I'm sorry for what happened after the complaint was logged.

I am addressing the matter with the store and will contact you as soon as I have feedback.

Regards
Suhayfa Gabriels

TP
Terry P's update03 May 2018, 12:53
Reviewer Update
Thanks however I am not interested in this back and forth that is taking place and phone calls being made with absolutely no positive result. Just refund me so I can go and buy another stove from another retailer and be done with this. This whole issue over R7000 is really pathetic. I would appreciate it if we can wrap this up today if not my next step will be to contact the consumer protection. By the way I also tried contacting the regional for this store. I left my name and contact number on his voice mail yesterday and still have not received a call.