POOR AND BAD CUSTOMER SERVICE FROM THIS COMPANY

On the 5th January 2022, we bought a lounge suite cash (3 piece) from these people and we were informed of 18 working days waiting period for us to have what we had purchased which ended on the 31st January 2022 according to their calculations.

First week of February, via whatsapp someone from them suggested (with a picture) that I consider another option (which was not what I bought). I was perfusely mad and then I called them to ask what was happening as I know what I bought and according to my specifications and requirements, the call was answered by Leila in their customer service. I kept on hold for more than 35 mins while she was trying to get some answers, but at the end she told me that she was going to get a manager to contact me, till today, the 24 February, I am still awaiting for that call. I then called to advise them that I had removed the lounge the old couch and gave it away because of the condition it was in, which was why I then made a decision to buy a new lounge suite. In the same interim I explained to them how urgent I had to have the lounge suite as I had planned a family gathering at home. No one seemed to care at this company which was a shame to mishandle people that brought business into your company as we were not obliged in doing so. I was very frustrated and ended up taking the gathering somewhere else since my home was not in a condition in doing so. The worst is the silent treatment that one gets from them, no decency to give me any update on what was happening with my order. My husband and I then decided to go to the store (Highveld) where we met with a young lady at the reception area, we then informed her of our story. She called the warehouse and got back to us to tell us that the stock was discontinued. While we were still puzzled, my husband called for the store manager. Malcolm Moodie came before we could speak to him, he brushed my husband off saying that he was busy on a call (what an attitude). After the call he said that he was on that call with someone from the warehouse and our order had come but one chair was not in a condition that he could dispatch it to his clients. This happened on the 10th February 2022, he then said that it is not his concern what happens after the payment is made we should contact the warehouse, that is when I told him that I deal with where and whom I made payment at, I have nothing to do with the warehouse, my deal was with them at the stores where the transaction was made. He then gave me his business card so that we communicate on whatsapp, I didn't find it professional but I agreed as I wanted this to come to an end. We set the date for Monday as he was going to speak to his superiors and the warehouse manager on the way forward. Monday passed, I then sent him a whatsapp message asking for feedback to my surprise I was then told that the couch which they had received on Friday had scratches, there was just to many incidents prohibiting us to get the order. I then asked him to forward the pics so that I may verify what he was saying was true or not. The pics of what he sent looked as if it was taken from an old couch. I then tried to call him but to no vail. I then called the customer and asked for Leila, unfortunately she was no use to me as she couldn't give me a way forward the only thing she is good in is to say she understand my frustration and that she is apologizing for what am going through. I then left for work official duty out of town on the 17th Feb without getting any feedback or phone call from these people. I then called on my return 22nd Feb, to no vail as Leila promised to have her manager to call. I have now referred this matter to the Customer Ombudsman, they need to be blacklisted and be closed for business, this is not how you treat a client especially who has trusted you with their hard earned money.. I am very angry and exhausted. They must be brought into books for this bad behaviour.