Poor service and I hope that your staff member was only having a bad day that day with her outbursts and that her customer service is better every other day

I was searching for some lighting on-line and came across some lights that I wanted to purchase. The website said that there was stock available at a certain store as my closest store had no stock. I know from my previous experience when we wanted to purhcase Jojo tanks, their website said there is stock but when we got there no stock was available.

So to avoid me driving there for nothing I called the next closest store to me which was Builders Willowbridge Cape Town to enquire if they indeed have stock as per the website which said they did.

Firstly, it's a nightmare calling because Builders, as like Makro, with this Walmart take over, when calling you are routed to a Call Centre first who in turns asks you a 100 questions before they then say ok we will put you through to the store. After the Call Centre Agent, waiting and waiting and while I'm on hold they are struggling to get someonme in the store. I ask but is there no easier way of getting hold of them to which the agent replies, I will esacalate this to our other call centre who deals directly with store managers.

In all this time me still waiting, until eventually I get put through to the store, to ask if they could just tell me if they have stock available, to which the lady at Willowbridge answers, just hold on I will get someone that works in that department to check. After a few minutes, not sure if its the same lady who returns to the phone and says hello are ayou waiting for someone, to which my reply was yes I'm tryng to find out if you have stock of a few lights that I saw on-line to which she says ok we will get someone to help you. I told her please can this be sped us as this point I've been on the line for almost 25 minutes (I have the screenshots to prove it) and then she handed the phone to a gentleman from that department (Ebrahiem) and I could clearly hear her say loudly in the background in an angered tone , "die customer kan mos net wag ons ook besig hier"!!! I was like, no you did not just say that, I was gobsmacked to say the least. The irony is that at the time my phone was on speaker as I was getting tired of keeping the handset so long against my ear of waiting that people in my presence also heard it and at first they thought it was a joke but was just as shocked by her outburst.

I managed to obtain the indviduals name but I dont want to name and shame her or for her to lose her job but I plead with you that you rather train your staff better in customer service.

My concern is, it took me over 25 minutes trying to obtain if the stock was readily available as per the website as I did not want to drive all that way for nothing and my time is costly to me and I feel it was wasted on something so trivial. I'm still nowhere closer in terms of getting an answer apart from just a yes. This is shocking customer service in this day and age especially in an economic climate we find ourselves whereby the only thing that will set you apart from your competitor is service, service, service!!!!

I would like to receive a call back from someone a bit higher up the organogram with feedback on this matter.

Please contact me asap as I still need the lighting.........