Poor Service Delivery and communication

Good day

Today is the 14th February 2022, but I still haven’t received my lounge suite that I bought on the 26th November 2021.

Can someone tell me what is really going on here?

Thanks

From: Duncan Zondi Sent: Tuesday, 04 January 2022 20:18 To: '***' <***> Cc: '***' <***>; '***' <***> Subject: INV30907 - Oriaku Corner Vintage Tan Importance: High

Good evening

I refer to the attached Invoice and advise that on the 26th November 2021, I purchased the abovementioned Lounge Suite and Vilochini promised that it will be delivered on the 23rd December 2021.

However, on the 23rd of December 2021 I did not receive a call from delivery company and no one called to provide reasons for no delivery.

On the 28th December I called your Durban branch to follow up and a black gentleman (forgot his name) answered the call where I explained my challenge – he initially tried to assist, but it turned out he was confusing me with another customer since this deal was not his.

I then decided to send him a copy of the Lounge Suite I was referring to, together with the attached invoice via WhatsApp and he released his mistake.

On receipt of these dos he tried his level best to assist and on the 29th December 2021, he mentioned that he will check with the guys who were offloading stock and revert to me.

I sent a follow up message on the 31st, he mentioned that they will not be able to deliver due to their bakkie being sent for a service, but he will check with Mmeli (Stock Controller), then will let me know of progress.

He sent a voice note confirming that that my lounge suite will definitely be delivered on the 3rd January 2022 (Monday).

On the 3rd of January I waited the whole day hoping to receive a call from delivery guys, but no one called and no one pitched with my lounge suite.

Today 4th January 2022, at 11h42 I sent a follow up via voice note, he responded at 11h44 advising that he will call them to find out what’s happening and revert to me. Until now I haven’t heard from him or anyone providing proper reasons for the delay.

I believe that he inherited someone else’s problem, but went out of his ways to try and resolve/rectify this unfortunate situation.

I will appreciate if someone escalate or resolve this as soon as possible.

Your Poor Customer Service is totally unacceptable – I was hoping that your company is fami**** with “Client Experience”.

Please call me on *** or respond to this email with the resolution.

Yours disheartened MD Zondi