BLACK FRIDAY ******* - DION WIRED

On 23 November 2018 (Black Friday), I purchased an Epsom printer (3 in 1 Ink Tank), valued at R4500.00, which was on In-Store special for R1999.00, at Dion Wired Gateway. Stock was sold out but I was assured that stock would be in the following week, but I would have to charge it on my card on the same day (23/11/2018) to get it at the discounted price, which I did. When I checked with the store the following week, I was informed that stock was not in yet, but would be in by mid December 2018. When I checked again in mid December, stock was still not in. At end December, I was informed that the supplier is closed and will only re-open in January 2019. Beginning January I was informed that stock will be in end January 2019. Today, 30 January 2019, still no stock and it seems this printer will not materialise.

On 16 January 2019, I logged a complaint with Dion Wired customer care department. On 28 January 2019, a full 9 business days later, a Natheer Abrahams responds asking if the matter was resolved. I responded twice since then, stating that the matter has not been resolved and to please address the matter with urgency, nothing has happened since. Frustrated, I called the customer care department on ***, and relayed the full story to them. The lady called the branch and put me through to whoever answered the phone, and that was it, that is how Dion Wired customer care handles a query. The guy at the branch puts me through the sales person who handled the sale, Bradley, and he in turn put me through to Riaz the branch manager. He was totally unsympathetic, and said that there was nothing he could do, and offered to credit me for the item. I responded that that was not what I wanted, but that he should substitute me with an alternative printer of the same value. He asked me to come in. When I went to the branch, he told me to choose another printer but pay the difference. He would credit me with just the amount I paid. In other words, I am not getting the discounted rate, but paying normal price for something I purchased on Black Friday. In all fairness, I purchased something because of the discounted price, Dion Wired failed to deliver, now i must pay full price. I should be offered a printer of the same value (NORMAL PRICE), and not pay the difference. This item was advertised at the discounted price, I did NOT demand the item advertised, but was OFFERED the sale and PROMISED stock will arrive the following week.

Dion Wired's problem with the supplier is not the customers problem, Dion Wired is obligated to deliver. I have subsequently learnt that there is a list of customers that have paid for this specific printer and have not received it.

As for the branch manager, he had a "Don't care a damn" attitude, and has no idea on how to treat customers. He was unprofessional and rude.

I trust that this will receive the attention it deserves.

Regards,

N. Kistnasami (Alan) ********** 095 ********** Woodview