Urgent assistance now required from Senior Management

Good day

I placed an order for a hydroboil on Friday evening online. Monday afternoon I took delivery of my order (Approx 15:30) only to find when I opened it was another brand - not what I ordered (Ordered from Edenvale Store as only store that showed stock online)

I subsequently called your customer care line (15:45) to notify of the wrong delivery and received really great service stating that someone will call be back

I called again at 09:30 the following day (28th July) to follow up and was told that a consultant would be assigned to the matter to either deliver the right order to proceed with a refund- the store would be called and I would be phoned back

I then followed up at 12:15 to find out on progress and I was informed that the call centre was struggling to get hold of dispatch that Builders has a 1-2 hour TAT and that I would be notified of next steps

I received a call back at 12:30 stating that the matter had been escalated to the correct department as they couldnt get hold of dispatch and a mail was sent to confirm next steps (Correct delivery/ refund)

It is now 2 days later at 15:00 - which is why I have resorted to Hello Peter, and still no proactive feedback? Please can you just refund the R7,600 I have spent at Builders

I would like to point out that your call centre personnel are very professional, more so than most service centres

It seems however, that your support desks/internal operations are lacking in getting back to the service team