Terrible Service

Unfortunately I have to post this so people don't have the same experience that I had

Good Day

Please direct this email to the Regional Manager of the Pretoria area.

On the 1st of June I purchased numerous items from the Decofurn in Silverlakes.

I was told at the time that deliveries were not going out at the time but my sales person Selby told me as soon as deliveries are allowed he will contact me to arrange.

Please note that the sales person was patient and very informative and very helpful.

On the 19th of June Selby called to inform me that deliveries were now open and he could deliver on the 20th, I informed him that I would not be at home as my mum had passed on the 13th and I had to sort out some personal issues that weekend.

We agreed to move the delivery to the Monday the 22nd, this would be better as I would be at home. On the 22nd Selby called me told me to expect a call during the day from the delivery guys because he confirmed that my invoice and goods left the store for delivery.

Later that afternoon I got no call for the delivery and I called Selby who advised he will call the warehouse manager to follow up.

Selby came back to me and said that the warehouse manager told him that 'well if the stock came back to the store it was not delivered'.

I told Selby to escalate to his store manager as this is terrible service, for a warehouse manager not to bother or apologize for a customers inconvenience, one of the items purchased was a couch set, so imagine coming home and you have no place to relax after a long day of work.

The next day no phone call from the store manager. The driver's called me to say they will deliver that Tuesday the 23rd. The delivery came through which my wife signed for but there was an item short, a multi unit we purchased was apparently out of stock. Selby confirmed the day before that my entire order would be delivered.

I contacted Selby and again asked him to escalate to his store manager.

On the 5th of July I called the store and was put through to Bram, I explained that I have a complaint and the store manager needs to call me to resolve, I gave him my details. Today is the 20th almost a month after the delivery no phone call no delivery of my missing item.

If I am not contacted in the next 48 hours by the Regional Manager of Pretoria to resolve my complaint, deliver my missing item that I paid for and restitution for the inconvenience caused I will lodge a complaint with the ombudsman and post my complaint on social media to advise customers that Decofurn Silverlakes does not bother about their customers and in this time when our economy is being battered the concept of trying to keep customers happy and retain customers are not important.

After this email I was contacted by the warehouse manager to arrange delivery for the next day, and a call from the assistant regional who apologised and I accepted. But 3 days later my missing item was not delivered, I again emailed the below:

Good Day

Now it's been 3 days since the Regional Manager has called me, and I still don't have my missing item, even after arrangements were made for it to be delivered on Wednesday afternoon.

This is terrible, get your regional to call me before close of business today. And I am demanding compensation for the inconvenience, and now I will never shop in your stores again.

If I am not called today COB, 1st thing on Monday I'm opening a case with the ombudsman. I have waited a month for this issue to be resolved now I afforded you 3 days to resolve and you have failed again.

After this the store manager calls me and apologises and says they have now stock but can offer me the shop display, at this point I demanded compensation, he emailed the regional took 3 days and another email from me for him to respond, he called apologized bit had no idea that again I was inconvenienced but promised to call me back the same morning to resolve. But guess what he didn't I sent another email below and got this response:

Good Day Cornell

I did not hear back from you yesterday to resolve this issue.

To reiterate, Braam called me to arrange delivery of the missing item for the next day. A regional called me 10 minutes later to apologize I accepted.

3 days went by no delivery, I emailed JP who called me the next day to advise that he was out of stock but could offer me the shop display, that was delivered on a Monday. I advised him that I should be compensated for the inconvenience caused which he said he will escalate to the regional manager.

I opened the unit and found 2 shelf pins missing, we had discussed yesterday that you were investigating and you would call me back to resolve, I have not gotten a call yet and it is the next day. Regards

His response

Hi Imran,

Hope you are well. I am busy with my investigation regarding the incident and will revert back as promised. In the interim I arranged for Braam to get the missing pins of your unit and deliver them to you ASAP, I trust you have received them. Unfortunately there will be no compensation but I can assure you that we will improve on our communication and improve on our service delivery.

Once again, apologies I trust you find the above in order.

So at this point no one called me to make arrangements to deliver the missing pins for the display item

Sent another email:

You have lost a customer, I will not shop in your stores and online, I will log a call with the ombudsman and let them decide.

Your exact words to me yesterday morning was, 'let me call the store and will call you back to resolve this, this morning' that was yesterday already.

I have not received the pins and no call from Braam.

I waited patiently for a month to get my items delivered because of the policies for Covid19, then it gets delivered late, your distribution manager had no care in the world that he inconvenienced me, then I get ignored for another month by the store manager and only action is taken when I complain. Then I get told next day delivery 3 days later I have to follow up again to be told we can give you a display, but paid for brand new item but no compensation.

Your store and management has messed up over and over, inconvenienced myself and my family, and all you going to do is investigate and hand out warnings, the customer must just be happy with that.

I want your MD's or CEO's email, they should be made aware of this and let's see how they react, because you yourself failed to call me back after you had said you will resolve this yesterday morning.

I'll post this and your response on LinkedIn and Facebook so customers know Decofurn is happy to take your money but service is the last thing you will receive, and customer satisfaction and customer experience is none existent.

30 minutes later I get a call from the warehouse manager to now finally give me the missing pins and the response to my above email from the regional was this below:

Imran,

Please see attached communication WhatsApp between you and the warehouse manager Braam, an arrangement was made regarding the pins via WhatsApp and a call.

Braam also offered to deliver it to you personally.

Please send us your new address and we will get the pins to you.

I'm awaiting a response to my last email:

Good Day

This was after I had emailed you already.

Why are you ignoring facts, your store messed up already numerous times and so have you.

What are you trying to justify, that I'm wrong and you are right?

Let's go go back to your email earlier today, you had said that Braam should have contacted me and you trust that I have received the pins, Braam contacted me after I you responded to my email. Regards

This is really really sad in this economic climate companies should not treat their customers like this.

Thanks #Decofurn #terribleservice