Bad Customer Service at Boardmans!

<p>I have tried to stay away from social media and deal with your Boardman branches but I have only been disapointed and mistreated.</p> <p> </p> <p>Background to the complaint:</p> <p>I bought 2 x 24 piece Cultery sets (I do not want to bad mouth the brand) from your Melrose branch on the 29 May 2016 (please note on the box of the product it states 10year warranty and that it is dishwasher safe). I moved into my own place in June and ran the first wash around 7/8 June. When the cycle ended with the dishwash I swiped the cultery dry as stated on the box instructions. I noticed there was rust on the products and tried to wipe it off but it was getting stuck in the grooves. My dish cloth is even stained from the rust I wiped off.</p> <p> </p> <p>I then got told by my family that it isn't usual as I thought maybe it was the first wash. I took it to your Bedford Centre branch who informed me that they don't have stock and that I must go to their Eastgate Branch who has stock and can exchange the two sets (they checked their system to confirm before telling me). I went to the Eastgate branch, I was there for 40min, chatting to lots of different people in the branch. They informed me they don't actually have stock. I told them can I not take a 3 of the 16 piece sets as it equals the same as 2 x 24 piece sets. They said that should be fine and then told me I would have to pay in R300. I already invested a lot of money into these products and now I am expected to pay more for something that is not my fault. I am then told to go to the Glen as they have stock. I asked them can they not bring it to this branch or am I really expected to travel all over Johannesburg? They couldn't assist.</p> <p> </p> <p>I phoned the Glen before I drove to the other side of Johannesburg, which I am not fami**** with at all, and they informed me they do not have stock. I asked while on the phone where they have stock so that I can arrange with the branch to keep it aside for me. She then asks me for the SKU number otherwise she can't really help as it takes too long to search. I did not have the receipt in front of me and so I couldn't give the number. I put down the call as there was nothing that could happen if I didn't have the SKU number.</p> <p> </p> <p>Eventually feeling like no one can help me, I posted on your facebook page with the story and I got a response asking for my contact details to be inboxed to your Boardmans page. I sent and got a reply saying thanks. After a week I have not received a call or email. I even sent a message asking when they will contact me on my post and still nothing.</p> <p> </p> <p>Then I called your Melrose branch, as eating with plastic knives and forks were getting too much after a month, and after holding for a long time to speak to the manager there, we got told we need to bring them in and they will get tested. We got told that we shouldn't post on HelloPeter as she said it will just come back to her.</p> <p> </p> <p>I went there two days after the call was made to try and sort it out as the manager Oriana asked us to. I showed the rust. I then got asked if they are dishwasher safe, I went to collect a sealed box off the shelf to show that it is and that it has a 10 year warranty. She then tells me it must be the detergent I am using, my family and friends I know use the 3 in 1 and nothing has ever happened to them. Then she tells me there is no rust on these products so I pointed out again on other ones and she only then puts her glasses on. She tells me that the rust is not there and I need to put detergent from Clicks on them to clean them. It is rust and you can see it is rust, I tried to scrub it out with the sponge before I even thought of taking it back to the shops. Oriana also then tells me that its rusting due to the scratches on the cultery, I told her the scratches came only now cause its been sitting in my boot in a bag waiting for an answer. Oriana also told me that I should have bought a more expensive set. Each set is worth R699 and I must spend more? I asked for my money or to replace the set as they had stock and I got told I have to wait 2weeks for an answer before they can do anything. I am furious, upset and disappointed at how a customer can be treated by your shops with a problem that is not the customer's fault.</p> <p> </p> <p>I work in a retail environment and when there is no stock we get it to the closest shop for our customer or if there is an issue we replace it and then chat to the supplier about the issue afterwards. We do not let the customer wait 2 weeks for an answer before they can get money back or a replacement.</p> <p> </p> <p>I tried to then call your Edcon number and got through to someone, I started explaining what happened and the call cut dead. I called back and asked the lady to take my details in case it cut again otherwise I will need to restart each time it happens. The lady then told me to send an email rather, I wanted to chat to someone and sort it out, not have another dead end and wait for someone to read an email and then reply.</p> <p> </p> <p>I have now gone directly to the supplier of the brand and they have organised to drop off replacement sets already, in less than 5minutes after the phone call I have got an email from them to organise delivery. This is customer service!</p> <p> </p> <p>You do not have customer service and really need to jack up your services. I grew up thinking Boardmans was a superior brand and shop to shop at and when I saved the funds to buy expensive and good quality then this happens, I should have rather have bought somewhere else.</p>