Shocking service by staff and management

During the past 2 months me and my wife were busy building at out house, so due to us building on a new family room I knew that at some point we will need to buy and new lounge suit with all the extras. We looked around quite a bit and about 10days ago we realized that the building was finishing soon so it was time to buy that lounge suit. We had our harts set on a suit we saw at house and home Hyperama (14th avenue in Roodepoort) so on the Sunday we went there to go and buy the suit. When we arrived we noticed that the suit was not on the floor anymore, we asked the sales lady (krystal) where the suit was that was close to the front door. She immediately knew what set we were talking about as it was also marked down (quite a bit) – she said that it was taken off the floor but she will check if others stores still has stock. She came back about 15min later and said that we were in luck as the Vereeniging store still had 2 suite. She asked if they should get them to the store and I immediately said yes please! I asked her if I could buy it there and then as I wanted to make sure we got it and she said it was not necessary as it was ordered now and it will be delivered to them by Tuesday/ Wednesday that next week. she took my tel.number and said she will phone me the min. it arrives so I can come in and buy it. I had no problem with that since my office is close by. By Wednesday still no one phoned me I decided to quickly pop out to the store to see if it was there, when I got there I was a bit annoyed to find out Krystal lost / or did not have my number anymore. I asked her about the suit and she said it was not delivered yet but will be at the store by no later that Friday and she took my number again and promised to phone me this time when it arrives. On Thursday (the next day) she phone me with the following words… sorry MR. …. But that suit has been sold and we cannot get another one… my manager suggested that you take /buy another suit … WHAT>>>> I was really upset and told her that the manager must please phone me as I would like to know what happened to the one that was supposed to be delivered at the store and that I was given no explanation just a sorry it is sold!! After about 3 hours I phoned the store again and asked to speak to the manager- they said that Johnny was busy so I asked to speak to krystal again… I said to her that it’s been 3 hours and still no call … and that I was really getting upset due to the lack of service. She apologized and said that she will go again and ask Johnny to phone me… On Sunday (this is now 3 days later and STILL NO CALL) I decided to go back to the store and see if I could personally speak to the manager Johnny as he apparently was to important to phone a customer… When I got there neither Krystal not Johnny was working so I asked if there was perhaps another manager that I could speak to … so imram was on duty and spoke to me. I explained the whole thing to him and he apologized profusely and said that he would do 2 things – (1) speak to his regional manager (2) phone all the stores that had possible stock and see if they could still find me that suit… he said that he will phone me the Monday 12 Nov with feedback.

Unfortunately it is now 2 days later again and still no call from anyone at the store… I am lost for words of utter unacceptable, shocking service by the management team!! It is clear why the staff have not discipline because if the managers behave in such a manner I am surprized that that store are actually doing any sales.. Well I would like to let you know that I have 100k to spend on furniture for my house and I will not be spending any of that money at your store … SO WELL DONE JOHNNY, IMRAM AND KRYSTAL you just cost your company R 100 000!!!