Complaint Regarding Poor Service and Misleading Conduct – Dial-a-Bed, The Grove Mall

I am writing to formally express my dissatisfaction with the service I received at Dial-a-Bed branch at The Grove Mall, Pretoria East, particularly from salesperson, Mr. Hosia Ngando. On 5 September, I paid a deposit of R4,000 to lay-by a bed. However, I later changed my mind and returned to the store on 16 September to request a refund. Mr. Ngando informed me that the refund process would take 4 to 5 working days, excluding weekends and public holidays. On 19 September, while at the mall, I visited the store to check on the progress of the refund. I was informed by the staff on duty that my refund request had been approved. However, as of 25 September—seven working days after my initial request—I had still not received my refund. What is even more concerning is that when I asked Mr. Ngando to show me the email he claimed to have sent to his regional manager on 17 September, it became clear that the email was only sent on 19 September. This deception is unacceptable and demonstrates a serious lack of integrity. There are two key principles in sales: respect your customers and ensure they leave with a positive experience. Unfortunately, my experience at Dial-a-Bed, The Grove, has been the exact opposite. I feel misled and ignored, and I am still waiting to be told when I will receive my money.

I lost total trust and confidence in this specific Dial a Bed outlet at the Grove Mall due to the pathetic service. Up to now they are still not in a position to advise me on when i will receive MY MONEY !!