Terrible Customer Service - Cradlestone Mall

To Whom It May Concern:

On Sunday the 14th October 18, I went to your Cradlestone Mall in the West Rand to do an upgrade. 1. I upgraded to a Huawei P20, that came with a Huawei watch to the value of R3999. 2. The gentlemen in the store assisted me with the set-up of my phone and paired my phone to my watch. 3. I went home and put the phone and watch box in my safe, in my house. As our insurance requires the boxes that our phones, etc come in, be provided should there be any reason to claim from the insurance. 4. Few days later I wanted to charge my watch, so I took the box out of the safe. Only to discover that there is no charging unit in the box. The USB cord was in the box, but not the charging unit. 5. I called Cradlestone Mall and asked to speak to the store manager (Lizzy). a. At first Lizzy was not available so I explained my story to one of the gentlemen in the store and asked that Lizzy call me back. b. Time went by and Lizzy did not call me back. c. I phoned again and Lizzy took the call. d. After trying to explain my story to her (and at least 5minutes into the conversation), she told me that she could not assist me now as she has a customer. e. I said that I’m also a customer although I’m not sitting in front of her and if she did not have time for me, then why has she been speaking to me for the last 5minutes. f. Ultimately I was told that I have NO proof that I did not get the charging unit. g. I suggested Lizzy speak to the gentlemen that assisted me in the store that Sunday, and just ask him if he did not maybe just forget to put it back in the box and that maybe it’s still on his desk somewhere. I said that I think it was just forgotten on his desk as it was getting late on the Sunday afternoon and everyone was in a hurry. h. Lizzy said that that she could not ask the man that assisted me in the store about my charging unit as he is in hospital. i. After much debate and un-necessary bad customer service, I was told that I will have to call Cell C Head Office and go there to take my problem to them. j. I asked if I could talk to Lizzy’s manager to which I was told she is not in and when I asked to have her number, she said no. k. I was completely upset and could honestly not believe the service I was receiving with the attitude of “it’s your problem, not ours…go sort out your own problem at Head Office” ☹ l. My husband went into the store the next day to try and assist me (as I honestly don’t have the time), he was told that they cannot assist me. That I cannot prove that I did not receive the charging unit. m. I was even told that it is impossible for the watch to have lasted on my arm for more than two days. To which I rep****, I don’t know why the watch battery worked better than expected….maybe because I’m not such an active person. What they were insinuating is that I must have charged it, somewhere in between and must have lost it myself. n. I honestly did NOT receive the charging unit, I only received the USB that goes into the charging unit of that watch.

I have really been treated badly and the service has been ridiculous to say the least. Under normal circumstances I cannot afford to have a watch like that, and only took that contract as it came with that watch. And now I cannot use that watch, due to no charging unit ☹.

I am more than willing for them to take out the camera recordings of that day, for them to check on the camera what could have happened to that unit in the store that day. As I promise I did not get that charging unit and really don’t think I deserve the customer service I got to date.

I honestly don’t have the time to try to sort out all of this. Today alone I spent at least an hour on the phone trying to call various numbers that I was given. I was given at least 5 different numbers to dial, had to try to explain the above story to I don’t know how many people and each time I’m told they can’t help me, and give me another number for the next person to just tell me the same thing ☹!!!

Eventually, I have been told to email to this email address. I truly hope someone will be able to assist me. Please?