Customer Service entirely absent!

Placed an order with Elevenpast on the 8th of August 2023, after confirming that stock was not available in the country, we opted for them to import the goods and were given assurance that the stock would arrive in South Africa before the 15th of October, for an event on the 19th of October - we were assured we were good to go, paid for the order in full and confirmed with Anisah - a total of R130 851.42.

We heard absolutely nothing, so I followed up on the 9th of October. Still nothing. On the 15th of October I sent another email as the goods were due that day, received a very blasé response stating "The buyers has advised that the container seems to be delayed." - so apology, no explanation or solution. After complaining, we then got a forced apology and explanation that the shipping lines were delayed, and that there would be a 2 week delay whilst goods were stuck in the port. As this was a major issue in SA at the time, we gave them the benefit of the doubt and decided to wait - missing event 1. We had another order that was delayed at the same time and also not delivered, to which Kiara sent an extremely sarcastic email with KIND REGARDS in font size 150pts. Despite the manner in which we were treated, we decided to wait as this stock is important to my business - we were given the next deadline as follows: "The new ETA that we are looking at is early Nov (given no further delays)".

November came and went, as did most of December with no communication from Elevenpast. On receiving a group notification email from them advising that they were closing orders for the December period, I followed up again on the 19th of December to find out about my order - received the below response: "These stools are still on our container that is yet to be docked, the ports are in a chaotic state and I unfortunately cannot confirm if this will be delivered to us before we close."

Followed up on the 2nd of January, a week later received the below response: "Upon following up with the buyers regarding the container this morning, they have advised that the new ETA is end Jan. " - so the stock went from being in port, to not being docked, to not having arrived in SA.

Followed up on the 31st of January - another story, another story - "I have been battling to get an update from the shipping company and I still have no concrete confirmation as to when this will be delivered. Upon following up, the ETA keeps changing as the ports are a nightmare.". Note, each time we have to chase up - no proactive customer support on their end.

Followed up on the 5th of February and received the below response on the 6th of February - this means the order would miss yet another event but at least it was in the country: "My apologies for the delay in getting back to you, I was awaiting feedback from the buyers. I have followed up again this morning and they have confirmed that the chairs are scheduled to arrive at our warehouse next week. I will reach out to you again on Monday to arrange delivery."

Naively believed this and despite not getting any further information, reached out to place yet another order on the 20th of February and confirmed that delivery for the original chair order would take place at the end of February. Received the quote for the new stock, without any regular supplier discount - again very little care shown for the other order that is still floating somewhere in the ocean. When enquiring about this, I received the below: "I have spoken to my colleague Kiara who has advised that she also tried following up with the relevant department regarding your import order and it seems that none of us are getting proper answers. She has advised that she offered a refund of the order as we have not gotten the confirmation or feedback that the stock is still going to arrive by the end of this month or when the stock will be coming in general." So now it sounds like the order has not even been placed, does not exist. Where is my order - so many broken promises!!

This company has held onto my money for months and months. They show little to no care that as a rental business, I have made commitment after commitment to MY clients based on their promises, and been let down multiple times with major ramifications to my reputation. When asking if I will be compensated for the months of them holding onto my money, I get told I can swap for something else or get a refund - neither of which gets me the stock that I committed out to my clients. I have tried for months to engage with this company and have a multitude of emails to back the above, and we are constantly given the run around. I am saddened by this as we have purchased from this company for very many years (a fact that means absolutely nothing to the service team I have been exposed to), and they have a great product range - however their service and customer care, leaves more than a lot to de desired.