Unsatisfying Service and Product

I bought Kilimanjaro Tiles from your Mafikeng store in October 2021. Herewith the details on the box: KTW30351EAS5, T. Beige, 27/08/21 06:08, TO Number ***, GR Number ***, Destination 001. My entire house's floors have been tiled with these tiles. We moved into the house in December 2021. After about three months, we started noticing that the tiles are chipping away and breaking. I have been using Kilimanjaro tiles for many years and I know that it is extremely thick and strong, durable tiles. This is the first time that this has happened.

I reported it to CTM Mafikeng 3 times, requesting for a representative to come out and have a look at it in order to find a solution. Every time I have to explain the problem from the beginning again as nothing has been recorded or done about my complaint yet. The representative would have come out to us today, but phoned this morning and requested photos (sent to ***). The guy that I sent the photos to called again and said he cannot find the invoice on the system. I am a builder and a regular client of CTM Mafikeng. It is very funny that they now all of a sudden cannot find the invoice. So he questioned my integrity by asking if I am sure I bought it from CTM Mafikeng.

After the photos were sent, I received a Whatsapp back thanking me for the photos and that was it. Nothing happened thereafter. No call, no feedback, no promise for an appointment, not even a Whatsapp. Why do I have to be the one that has to constantly phone after you? Why am I being treated as if I am the one at fault? Why am I not getting a response after several requests and what are you afraid of? Are you afraid if you come out, you might realize that it is a bad batch or a manufacturing defect? Are you worried you will have to replace it? Is this not what customer service should be like? Or do you just show your loyal customers that you do not care by ignoring them time and time again?

I would like to see if you will now be able to get somebody to call me back, preferably the manager.

Regards, Theuns van den Heever ***