Appalled. Frustrated. Poor Service.

Simply Appalled. I have been extremely patient and understanding with this company and its poor service. My frustrations are many, however it is the most recent event that has pushed me to write my first ever HelloPeter review.

Less for parts required for the installation being forgotten, the attachments being installed skew, and the doors being cut too small – extending the duration of the shower installations, it is not the installation staff that I have a grip with, it is the Management – Michelle. Always very friendly when you actually manage to get a response, but very poor in the quality and follow-through of her service.

My Staircase railings were installed in March 2021 with two chips in them, that both I and her team reported to her with a promise to come back and fix this. I have sent numerous WhatsApp follow ups, with the sporadic responses that they will confirm a time (which never happens). Nevertheless, after my umpteenth follow-up I received a response on the Monday that her team will be sent out that week, she just needs to confirm the schedule. On the Friday morning I get a call at 08:30am that her team are on their way to JHB, and their earlier client appointment was cancelled so they can come to me at 10:00am. I asked why she was letting me know so late and that I cannot do 10am that her team should come after 11:00am. She then insisted on them coming at 09:30am which I also could not make as that was the time I was leaving to make my 10:00am appointment. I got a call that her guys were outside, despite me advising that I am not available. Since that day, 2 weeks later, I am yet to get a response from Michelle.

I was forced to pay for a service upfront and am made to feel like they are doing ME a FAVOUR. It is simple business curtesy to arrange appointments AT LEAST 1day in advance, and not the morning of. Also, the products they delivered/installed were damaged, which is DEFINITLY not what I paid for. Whether correcting the or mistake takes 5min or 5 days, they are OBLIGATED to attend to.

Let’s all imagine that I had not paid my invoice – I would have been hounded daily until that was done. But as a client that has paid for a service upfront, I don’t get the same level of attention/respect to execute the job they were paid to do. Shocking. I am made to wait 4 whole months, and not just wait, but put in all the effort to constantly follow up. I have now had radio silence from Michelle – ll messages read and ignored. Totally unprofessional. I expect a response and a date on which her team will come fix their errors.

I have tried very hard to be tactful in this complaint – not share all of the disappointing details. I would however like it to be known that I am deeply frustrated and, quite simply, disappointed in the customer service experience.

Where I stand after my journey with this company – it would be a no-go for future recommendations.