Worst service ever

I ordered two beds from Dewald’s Toolbox for my children before moving into our new home. I specifically asked him if he would deliver on a certain date, as we will be moving into the new house and my kids won’t have beds if delivery doesn’t happen op requested date, which was end of September 2023. Dewald agreed and they were very helpful and very responsive, even if I sent them Whatsapp messages after working hours, they rep**** quickly and even told me that the evenings are their busiest time regarding communications with clients, because that is when the children are asleep and the parents have time to talk to them.

I ordered a white house bed and a custom made beechwood bed. I got another quote from another supplier for the beechwood bed and asked Dewald if he would consider to match the price, as his price was a bit more for the beechwood bed, but he can still ask more than the other quote, as he would assemble the bed for us which was not the case of the other supplier, we would have had to assemble the bed ourselves, so we had no problem if Dewald would charge us extra for installation, as it would just be fair. We just asked if he would consider a better price and he agreed to give us a better price on the beechwood bed, he could have said no and it is not as if the bed was cheap at all. I sent him the specs and picture of what we want the bed to look like and he agreed, everything was fine.

When I confirmed delivery the day before they were supposed to deliver, which was the 27th of September, they informed me that I did not pay the outstanding balance in time, which was before closing time that previous day, I was planning on making the payment that evening of the 26th of Sept, which I did, so then they postponed my delivery to the 30th of September. Saturday, the 30th came and they rescheduled to Monday, which didn’t happen either, I phoned and messaged them every day that next week, trying not to plan anything, so that I can be available whenever they decided to deliver. Suddenly Hanli, Dewald’s wife and business partner started responding on my messages, with a very aggressive and defensive tone, telling me that they did me a favour in delivering earlier – but I specifically asked that in the beginning, as it would have determined where I would have ordered the bed, as we needed it when we moved into our new house and then with them taking so long to deliver, they anyways did not do me a favour at all. So the week went by and every day that I phoned, they made promises to come that day, telling me that they are on rout and even sending me pictures of how bad the traffic is, letting me think that they are on their way, but that was not the case, no bed was delivered during that week. If I dared to contact them after hours, their operating hours are only 09:00 – 16:00, they would tell me that they don’t respond on business related messages after hours and that it is their family time – which was no problem for them when they wanted me to make the payment for the beds.

Finally, on Monday the 9th of October, the house bed was delivered, so we only received the one bed, and not both, as arranged. I spoke to Dewald and he said they will deliver the other bed the next day, which did not happen. I phoned and texted every day, begging to get my bed asking what time they will deliver and every day there’s just empty promises. It kept on like this and then I was told by Dewald that there was an accident at the workshop with an extractor fan that blew stuff in everyone’s eyes at the workshop and now they are all booked off because they cannot see and they needed to recover.

Finally on Thursday, 19 October, Dewald sent me a message, telling me that his driver is almost leaving, that was 10:30. By 14:00 I texted him, asking where they are, as I was still waiting for them. Finally, they only arrived after 15:00.

Finally the bed was assembled and then came the big disappointment, the headboard was so low, if you put one pillow flat at the top of the bed, you don’t even see the headboard at the back, definitely not looking like the picture I sent and much lower than the measurements I sent and he agreed on. I asked the driver and other employee that came with him if they were also in the fibre glass accident, as Dewald told me, funny enough they did not know anything about such an accident and the one guy was working in the workshop every day, so sure he would have known about the accident. I phoned Dewald and told him that I was very disappointed with the headboard, then he said he will come and have a look himself. So then I had to ask almost every day when he is coming and then he kept postponing the appointment again, as I could have expected. Finally Dewald arrived on the 26th of October. He agreed that the bed’s measurements are incorrect and admitted that is was a slip up between the workshop and the admin team, as I have send a picture and measurements, so I did what needed to be done from my side. He told me that he will build a new headboard and that he would bring it the following week and take back the old one, so I was happy with our discussion and what we agreed on and thought that we will sort it out quickly…. just a pity that we still haven’t received the correct headboard up until today, the 12th of March 2024.

So I had to phone and text again, begging for him to bring the new headboard, he even told me that he ordered and paid for the wood for the new headboard. Every day that I phoned him, he told me that they will try to come that afternoon, other times when I phoned he is not available or Hanli answers and replies on my whatsapps, telling me I got what I paid for and that the headboard is not their problem, it is my fault and she refuses to deliver it, as it has already cost them money to build a new one – which by the way was their mistake in the first place, but according to her it is my fault, unfortunately I just have all the evidence on our whatsapp conversations. She shouted numerous times on me and my husband over the phone, you cannot even get a word in, while we just asked a simple question, when can we get our headboard?

She first told me to come and collect ourselves and then later on gave me their driver’s number, telling me I can arrange with him and pay him myself, as she refuses to deliver. So we decided that we will pay their driver, we just want to sort this out now and get the headboard. So I arranged with the driver to collect the headboard and then I texted Hanli, at first she had to be rude again and finally said everything is in order for collection that following day, which was Saturday the 8th of February. The day came and the driver could not collect as the headboard was not ready, so by this time we were sure that that headboard is not manufactured at all. I phoned Dewald, asking him to tell me the truth, if they have manufactured the headboard, he assured me that they did make it and it has been standing there for months. I have also asked him numerous times to send me a picture of the headboard, which I have obviously never received. I texted and asked if the driver can collect, because then there is no issue if they say the headboard is manufactured and they are open on Saturdays, then I got attacked and sweared at by Hanli, she sent me voice messages, telling me she wants f****** to do with my headboard, she was so defensive again and sent me the rudest voice notes and insults any one has ever sent me. They only gave me the driver’s number, to make the poor guy the middleman and thought they could brush me off in that way. And it seems like the finally blocked my phone number now, so that I cannot contact them anymore.

I have never in my entire life dealt with people like this and I really feel sorry for their employees and the driver, as they have to deal with all the unhappy customers face to face, their workers are very professional and kind, in comparison to Hanli and Dewald. I asked again during the next week if the driver can collect the headboard, then I was told by Hanli that she doesn’t want anything to do with my arrangements with the driver, but how are we supposed to get the headboard then, if I arrange with him to collect it and they refuse to give it to them. We know by now that we are never going to get that headboard and that they certainly did not make it.

As for the workmanship of the beds, it is definitely not up to standard. The house bed is so high for a toddler to get into, Dewald told me that he would make a step for the bed which he would have send with the headboard, which also never happened. The parts of the bed don’t line up – like the roof planks of the house bed and the base of the beechwood bed where it is assembled to the foot piece, it is not flushed, like a “master carpenter’s” work would be, like they refer to themselves. They also used a lot of wood filler all over the beechwood bed, which is really not very appealing to the eye and a good carpenter will most certainly know better than that.

I am so angry with myself for ever making use of this company, so please don’t make the same mistake as I did and do not let the pretty pictures on their Facebook page mislead you. If you contact them before they receive your money, they will be very friendly and professional, but unfortunately that will change once you have made the payment. They don’t even deserve one star rating from me, but I had to give it, in order to write this review. I have never written a review on Hallo Peter before, but I really thought that I have to warn other potential customers against this company. Please spare yourself all the drama, effort and headaches and rather make use of a reputable company.