Poor customer service

I had placed an order online for an office chair which was a click and collect from the Decofurn Durban branch. After receiving confirmation that my order was ready for collection, I contacted Razia who I had previously dealt with to enquire if the chair could be assembled upon collection. Razia said she would organise for it to be assembled however I received a call from her stating that the chair came with two left arms and they are unable to sort it out and I would need to send it back to the online store.

I then proceeded to call the online department and spoke to Evascha who had called the store and made arrangements with Vishal to arrange for us to choose another chair in store. When I got to the store, after advising them that I will be coming through, I was told that Vishaal is not in and that nobody else would be able to assist until he got back. After speaking to the staff and highlighting the fact that Vishaal was made aware that I was on my way to the store, a gentleman by the name of Babu then came to speak to me. In his presence I called Evascha to explain to him the situation however he was dismissive and disinterested, saying that I should get the invoice to speed up the process even though Evascha told him that it was emailed to his store.

He then went to check and never returned. After looking around the store I found nothing to my preference, Razia then offered to show me the issue with the chair I ordered (2 left arms). After searching the entire warehouse, nobody could find the chair to show me that there were really two left arms. Whilst still in the store the staff began to speak amongst themselves regarding the chair.

The guy from the warehouse advised Razia that the chair is still in the box and she insisted it was not, by this point in time I was running late and was livid and I left the store extremely upset and no one including Babu bothered to even look at the invoice number to confirm the information. I am shocked that any person could be treated in such a disgusting manner. He was making a scene in the store and being rude. I was almost home when I received a call from the warehouse guy Sugen who called to apologise and inform me that there was a mistake made by Razia and that my order had no issue and was still in the box, it was a mix up with another customer’s order. I reside almost 30 km away from the store and it is ridiculous to expect me to drive all the way back because of a mistake made by the store.

They chose to be arrogant and lazy instead of listening to their valued customers. The service I received in store and manner in which I was spoken to was unprofessional and rude, clearly management and staff have no respect and consideration for their customers' concerns or complaints. Based on this terrible I will not support a store that Lacks ethical business practice and has poor customer service.