CTM online - Poor customer service and promises they can keep.

Some background. I placed an order at CTM online on the 5th of October 2023. Within an hour or so I received a call from Princess Gumbi from CTM online to confirm my order and requested me to do the necessary payment. After some emails between myself and CTM I was informed that they will also charge me for delivery from Nelspruit to Marloth Park - about 110km away.

After I agreed on the almost R4000 of delivery cost I did the payment of almost R37000-00. In the order I clearly indicated and also said to Princess that I need the items delivered by latest 23 October 2023, and she agreed. This allowed them to make sure that all items ordered will be available from Nelspruit and delivery should take place by the 23rd.

On the 12th of October 2023 I received a call from Princess to tell me that the items ordered will be delivered but there will be three items still outstanding by the time of delivery and she said that she will make sure that the three items, the curved shower glass and two proto wash basins, be delivered at the latest 27 October 2023 - to which I agreed.

On Monday the CTM truck arrived after I received a call from Nelspruit that they will be loading the items (****g - 66 items) and be delivered by midday Monday. I also spoke to CTM Nelspruit regarding the curved shower glass and they said that the glass will hopefully be delivered by Friday 27 October to Nelspruit and then they will deliver to me on Monday 30 October at no additional delivery cost. I agreed.

Then the problems started. I got a call from Princess on Tuesday morning at 9:47 telling me that stock at Nelspruit will only arrived on Monday 6 November. I clearly indicate to Princess that it is not acceptable since I have to get the two bathrooms finished by next week Thursday 2 November 2023 since I have paying guests that will arrive on Friday 3 November 2023.

Princess agreed that she will what can be done and see if there is any stock available from other CTM branches near Nelspruit and that she will come back to me by the afternoon. Which didn't happen. I phoned Princess this morning (25 November 2023) and get feedback in this regard. I also phoned CTM Middleburg and confirmed that they do have in stock just before I phoned Princess. She confirmed that they have stock in Middelburg but there will be additional delivery cost to be paid and that she will provide me feedback by midday today. I also asked Princess to arrange for the collection of one outstanding Potro wash basin from CTM Centurion for my brother in law to collect this afternoon before closing time. He will then bring the Proto wash basin with on Friday when he comes the visit.

I did not receive the promised phone call from Princess and at 16:18 I phoned her, was transfered to her with no answer. I phoned again at 16:24 and then spoke to her. I asked her why she didn't give me feedback and she rep**** that she just managed to get the shower glass but that I will have to pay an additional R4000 for delivery and that it might only be next week Wednesday.

I ask to speak to a manager and spoke to Mantsadi where I explained the situation and also said the her have not received the invoice and collection for the wash basin in Centurion. She said that she we will see can be done. She called me back at 16:48 and indicated that they can get the shower glass from Burgersfort to Nelspruit by Thursday 26 October and I will have to collect it my self on Friday. When I asked why they cant deliver it by Friday as promised by Princess at no additional cost she told me that the R4000 I paid was only for one delivery and not twice. No I have to rent a trailer which will be big enough to collect the shower glass from Nelspruit directly. Oh yes they said they will refund me R300 towards the rental of the trailer.

This is not about the R300 and the fact that I have to now collect the item myself but the fact that I was put under the impression that the items I ordered will be delivered on 23 October and then again the outstanding items on 27 October. Also the fact that I have not received feedback initially and that I had to call Princess on Tuesday at 9:14 and then again I had to call her at 16:42. Given the situation I'm in and I hoped that CTM would feel the same I had to call Princess again today at 08:07 only to be promised that she will provide me feedback by midday and I had to call again at 16:18. She also did not send me the collection invoice for the Porto wash basin in Centurion.

Not a happy chappy at this point in time