Complaint - Mall of the South store

<p>I have a complaint about the Dion Wired store at the Mall of the South, but I’m hesitant to spend time drafting my complaint, knowing that it’s going to end up with the same Sales Manager who did NOT help me while I was in store in the first place!</p> <p> </p> <p>On 20 August 2016, I went to Dion Wired to buy a laptop. After browsing around and being given advice from a sales person in store, I chose the laptop, software, virus protection and ended up buying a portable DVD player as well. I was then told to pay for everything while the stock (the laptop I had chosen) was collected from the back. After paying for everything, the sales person advised me that there was no stock of the laptop I had just paid for. She then spent some time (possibly half an hour) phoning around, trying to source a laptop for me. Annoyance number one – why is stock availability not checked BEFORE clients are made to pay for their purchases? I don’t walk into Checkers and pay them in HOPES that they’ll have my groceries.</p> <p> </p> <p>When nobody presented a solution to the problem and enough time had been wasted, we asked for the store Manager. We were tired of waiting around, wondering whether anyone was trying to solve the problem or not. The first Manager was, I believe, the Admin Manager, so we asked for the highest level Manager available in the store at that time. The Sales Manager was then called. Our argument was that, in the event of the store not being able to provided the required stock, I should be offered a product that is similar to or better than the product I wanted and had already paid for. The Sales Manager walked the floor and when he returned, he offered me some new-to-the-market, unknown brand laptop, which was NOT acceptable to me. He said that was all he could offer me. If the Sales Manager has no mandate, what’s the point of having him there at all? He lost a sale of R11,500, because he wanted to save R1,000 by offering me an uknown brand laptop. Does he understand what SELLING is?</p> <p> </p> <p>I then asked for my card to be refunded, so I could purchase my laptop elsewhere. Then there was a story around not being able to refund my money immediately, because I had used a credit card and they rattled off some long story about all the different banks and that my money should be refunded in 4 days time.</p> <p> </p> <p>During this whole process, the only person who offered me even ONE apology was the lady at the till where I had paid. The total lack of customer service has put me off Dion Wired forever. To think this store is now part of Wal-Mart ... good luck to them! Of course I will tell everyone I know about the poor service and I plan on posting this to Hello Peter as well.</p> <p> </p> <p>The following day I went to Incredible Connection and bought my laptop, software and virus protection software without a single problem. They checked stock availability BEFORE I paid and had everything I needed. Maybe your Managers should go to Incredible Connection, so they understand how to control their stock and run their store properly!</p> <p> </p>