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1 reviews | Active since Nov 2016

26 Mar 2026, 16:32

Bad customer service from CTM.

Spent R12,000 on bathroom accessories and tiles and was 1 square meter short on the floor tiles. During delivery, there were also three broken tiles, which they said they would replace, but never did. Pricing for tiles is done per square meter, but don't think you can buy a square meter of tiles. Went to the Princess Crossing branch and enquired to buy a square meter and for the three broken tiles to be replaced. The ;ady came back with the three tiles, but I was forced to buy a full box of 2 square meters, even though there was an open box from which the three tiles, and possibly more would have been taken. This is definitely not good customer service. Shame on you. PS!! during delivery, it took them more than 4 hours to find my property, although I gave the sales person a reference point for google maps.

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Replies (1)
CTM
CTM's reply26 Mar 2026, 17:49
Official
Hi Francois, Thank you for taking the time to share your experience with us.Please accept our sincere apologies for the inconvenience and frustration you have encountered. We are truly sorry for the shortage in your tile order, the broken tiles that were not replaced as promised, as well as the challenges you faced when trying to resolve this matter in-store. This is certainly not the level of service we strive to provide.We also apologise for the delivery delays and the difficulty in locating your property, despite the directions provided. We understand how disappointing and inconvenient this must have been for you.  With regard to the purchase of tiles, it is packed and sold per box, we acknowledge your concern—especially where replacements for damaged tiles are involved. This matter should have been handled with greater care and flexibility.   Please be assured that your feedback has been taken seriously and will be escalated to store management at Princess Crossing for further investigation and corrective action.

Once again, our sincere apologies for the inconvenience caused.

Thank you for your patience and support.

CTM Customer Care