1 reviews | Active since Sept 2024
GREEDY AND ZERO CLIENT CARE NOR SERVICE
have been a Loyal client of Coricraft for the past 7 years. In the past 7 years I have spend over R170 000 at Coricraft, but this was 100% my last purchase by them. I have purchased a corner couch in the Somerset West branch store, I wanted a two and three seater, but I wanted the corner to be on the left and not the right, the sale consultant said it is a standard corner couch so it doesn't matter what side, Me thinking it can go either way (huge miss communication) 6 weeks later my R33 000 COUCH arrives. The corner is on the left and it gets clipped in on the left hand side, making it completely impossible to change, we have a wall on the left hand side so basically long story short... the couch doesn't fit.
I get on the phone to call my sales consultant they say because it is a "made to order item" they do not do exchanges ect ect... I ask them can I pay a fee to make the corner on the RIGHT as I originally wanted, the manager gets back to me and says they cannot stop an entire production line, to make those changes.
so frist its a made to order I cannot exchange, but then they say this couch is so popular that they cannot stop production as it will cost them to much money. I asked them can the refer me to an coricraft approved upholster as I literally can't use this couch and I am going to lose so much money if I re-sell, they could not provide me with any solutions.
I then requested the regional manager to give me a call. A guy named Craig... Let me be clear it's been week 5, still waiting for a call. The manager then said she spoke to Craig they are going to try and find a buyer for the couch once they have one they will do an exchange.
Some guy at the Tygervalley branch ordered the couch and was willing to take it as it is literally brand new still bubbled wrap (meaning he didn't have to wait the 6 weeks)
so win win I GET the R33 000 in a coricraft account they then say this couch can't be made to have the corner on the left, I had no choice in going for the Raleigh couch, this is a build your own couch. meaning I need to pay another R33 000
Me and my husband are like okay double what we wanted to pay, but let's just do it. guess what!!! Coricraft ask me a handeling fee for the first couch. A collection fee for the first couch ( I already paid R800) FOR DELIVERY, then they add the delivery of the new couches also to the new invoice.
This entire process was beyond shocking for me as the only party benefiting is Coricraft, they have no sense of customer loyalty service its all about the MONEY they can make regardless of meeting clients needs.
they found a buyer for the couch made R33 000 THEN THEY made R66 000 FROM me as I upgraded so they made an extra R33 000 THEN they still charge me for handeling, collection and again for delivery.
No client service, CRAIG never called. They have lost a very loyal client and I would Highly recommend anyone to double check there orders as Coricraft does not have any sense of customer care
Thank you for sharing your experience, and for your loyalty to Coricraft over the past 7 years. I’m truly sorry for the frustration caused by the communication breakdown, especially regarding the couch configuration and the misunderstanding about Craig’s involvement.
As mentioned, made-to-order items are custom-made and not typically returnable. However, we worked to find a buyer for your original couch, allowing you to select a different model that suits your space. The handling, collection, and delivery fees were necessary due to the logistical costs incurred, which is why we couldn't waive them. We have a checklist with configurations pictured to prevent errors like this, and you did sign off on the configurations in-store.
Regarding Craig, the issue was handled directly in-store, and he was not required to call you. Nonetheless, your feedback is important, and we’ll be sure to improve our communication processes moving forward.
Please feel free to reach out if there’s anything further we can assist with.
Kind regards,
Ruth
Thank you for sharing your experience, and for your loyalty to Coricraft over the past 7 years. I’m truly sorry for the frustration caused by the communication breakdown, especially regarding the couch configuration and the misunderstanding about Craig’s involvement.
As mentioned, made-to-order items are custom-made and not typically returnable. However, we worked to find a buyer for your original couch, allowing you to select a different model that suits your space. The handling, collection, and delivery fees were necessary due to the logistical costs incurred, which is why we couldn't waive them. We have a checklist with configurations pictured to prevent errors like this, and you did sign off on the configurations in-store.
Regarding Craig, the issue was handled directly in-store, and he was not required to call you. Nonetheless, your feedback is important, and we’ll be sure to improve our communication processes moving forward.
Please feel free to reach out if there’s anything further we can assist with.
Kind regards,
Ruth
Let me clear a few things up, the store manager could bot handle the situation as she was awaiting on craig. She said multiple times she does not have clearance I waited more than 2 weeks for a response, I then went in store and refuse to leave untill I could get an response,
Second… we never recieved any print outs with couch display, after purchasing the second couch we recieved that prin out only to find out later that the consultant did the check- list on our behalf and my husband signed where he indicated, This was a lesson on our behalf,
The fact that you are responding without ever speaking to me or hearing my side of the story but claiming that you did an invetigation, the fact of the matter is your service was beyond poor and you have lost a very loyal client that has spend thousands/
I paid for delivery why should I pay again why should I be quited on handeling and collection when the guy from tygervalley already paid also a delivery fee its all about seeing where you guys can make more and more I literally doubled my ammouny you made an extra R33 000 and yet you can just add a hit of client service you add handeling feel, collection fee and then again delivery after I paid for that in the first place
You lost me and my entire friend group as well as family as you are GREEDY and cannot take accountability or launch a decent investigation you hust trying to sell a little face but sorry your facebook clearly shows this is hapenning to multiple clients!!
Please do not respons as you clearly do not care about customer satisfaction its just trying to prove that you are right.
Let me clear a few things up, the store manager could bot handle the situation as she was awaiting on craig. She said multiple times she does not have clearance I waited more than 2 weeks for a response, I then went in store and refuse to leave untill I could get an response,
Second… we never recieved any print outs with couch display, after purchasing the second couch we recieved that prin out only to find out later that the consultant did the check- list on our behalf and my husband signed where he indicated, This was a lesson on our behalf,
The fact that you are responding without ever speaking to me or hearing my side of the story but claiming that you did an invetigation, the fact of the matter is your service was beyond poor and you have lost a very loyal client that has spend thousands/
I paid for delivery why should I pay again why should I be quited on handeling and collection when the guy from tygervalley already paid also a delivery fee its all about seeing where you guys can make more and more I literally doubled my ammouny you made an extra R33 000 and yet you can just add a hit of client service you add handeling feel, collection fee and then again delivery after I paid for that in the first place
You lost me and my entire friend group as well as family as you are GREEDY and cannot take accountability or launch a decent investigation you hust trying to sell a little face but sorry your facebook clearly shows this is hapenning to multiple clients!!
Please do not respons as you clearly do not care about customer satisfaction its just trying to prove that you are right.