1 reviews | Active since Apr 2024
Essops Home: A Complete Disgrace
I went and bought chairs at Essops Home on the 29th of March, and paid for them in full. Today is the 18th of April and I still have not received my chairs or any kind of communication from the company, every time I need to check on updates I have to drive all the way to the store, wasting my petrol, to get an update because they do not share any form of communication, no emails or phone calls. when I call them they don't answer. I've driven to the store 3 times already wasting my petrol and my lunch break to check on the chairs and each time I've gone they tell me that the chairs have not arrived and I need to wait 3-5 days. When I made the order on the 29th of March 2024 the manager said to me that because it is a holiday/long weekend I would only receive my chairs on the 3rd of April. That date came and went, and I did not get any updates on the chairs, no email, no call, no SMS. On the 4th of April I went to the store thinking I would get my chairs, but no. I sit there with the manager to check on my chairs as he calls the warehouse, only to find out that he didn't place the order correctly therefore they did not receive the order for my chairs. He then placed the order correctly on the 4th and said to me I could come to fetch my chairs the following Monday the 8th of April 2024, I agreed. The 8th of April came and went, but still no call, SMS, or email. I go back to the store on the 9th thinking I will be met with my chairs, but they have not arrived. I spoke to one of the employees and they said they knew nothing about this order, I asked if they could track the order for me using my reference number and she said she did not know how to do it I must come back tomorrow and the manager will help me. I asked for the manager and the manager was not in. On the 13th I called and fortunately they answered and I asked for an update, the manager answered and said the chairs had STILL not arrived, I asked him to call the warehouse and ask expected delivery, he said he would and but AGAIN assured me that its been long and the chairs WILL arrive on Monday the 15th of April 2024, Monday comes and still no communication. On Tuesday the 16th of April I went to the store and my chairs were not there, at this point I am frustrated and angry. I ask the manager why my chairs have not arrived he says he does not know, I ask why he doesn't call, email, or SMS me to update me on the status of my chairs because honestly, that's the least he should've done instead of me having to always drive to the store to get an update, his response to me verbatim was that "I was scared to contact you" A MANAGER said that he is too scared to speak with customers. I then asked for a refund and he said to me I should just wait until Thursday because they assured him that the chairs would arrive by then as asking for a refund would take 14 working days for me to get my money back. I agree and leave. today is Thursday the 18th of April 2024, and the receptionist calls me, mind you this is the very first time they've reached out to me first, and says she wants to update me that the chairs have not arrived I should come tomorrow the 19th of April 2024 and my chairs will be delivered, I ask to speak to the manager, she says he is not in. I believe I've been very understanding and patient but this service is absolute nonsense! I am starting to think they are running a ****! I am absolutely outraged! I WANT MY MONEY BACK!!! and to anyone who is thinking of buying anything, even a pillow, I would advise you to NOT EVEN CONSIDER this establishment!.
We extend our sincerest apologies for the delay in delivering the chairs you purchased and for the lack of communication from our customer service team. We understand the frustration and inconvenience this has caused you, and we are committed to resolving this matter promptly.
Rest assured, our customer service team will be in contact with you shortly to address your concerns and ensure that the issue is resolved to your satisfaction.
Kind regards,
Customer Service
We extend our sincerest apologies for the delay in delivering the chairs you purchased and for the lack of communication from our customer service team. We understand the frustration and inconvenience this has caused you, and we are committed to resolving this matter promptly.
Rest assured, our customer service team will be in contact with you shortly to address your concerns and ensure that the issue is resolved to your satisfaction.
Kind regards,
Customer Service
Customer service called me to try and sort out this issue on the 18th of April, we resolved it by me concluding that I would like my money back. The lady informs of the documents I need to send through to get a refund. The next day, 19th of April, I sent my documents through to Essops Randburg requesting a refund (I still haven’t received a reply to the email). On Monday the store manager suddenly calls me to come collect the chairs, ignoring my refund email. I tell him I’ll come to collect. Friday the 26th of April I go to the store to collect the chairs, when I get home only to find that the legs of the chairs are uneven. Each of the chairs have a significantly shorter leg than the other 3 legs. I then have to drive back to the store ( all this during my lunch hour!) to give the chairs back. So on top of the *********** service and communication please add below part products. I let them know I no longer want to go businesses with them and I want my money back as the employees tell me they can easily fix the legs. I ask the manager to process my refund claim immediately and he tells me he can only process it next week Tuesday as that is their policy. Now I need to wait an extra 7-10 working days for my money. I am utterly disappointed with this establishment! If he had just did as I asked them I first sent through my return documents we wouldn’t be in this mess! Also why is it that only when I report the establishment for their ridiculous service and communication, now suddenly the chairs arrive within 2 days like they were originally supposed to?? I WANT MY MONEY BACK. I will be giving an update again on the 15th of May as that is when the manager said my money would reflect back in my account.
Customer service called me to try and sort out this issue on the 18th of April, we resolved it by me concluding that I would like my money back. The lady informs of the documents I need to send through to get a refund. The next day, 19th of April, I sent my documents through to Essops Randburg requesting a refund (I still haven’t received a reply to the email). On Monday the store manager suddenly calls me to come collect the chairs, ignoring my refund email. I tell him I’ll come to collect. Friday the 26th of April I go to the store to collect the chairs, when I get home only to find that the legs of the chairs are uneven. Each of the chairs have a significantly shorter leg than the other 3 legs. I then have to drive back to the store ( all this during my lunch hour!) to give the chairs back. So on top of the *********** service and communication please add below part products. I let them know I no longer want to go businesses with them and I want my money back as the employees tell me they can easily fix the legs. I ask the manager to process my refund claim immediately and he tells me he can only process it next week Tuesday as that is their policy. Now I need to wait an extra 7-10 working days for my money. I am utterly disappointed with this establishment! If he had just did as I asked them I first sent through my return documents we wouldn’t be in this mess! Also why is it that only when I report the establishment for their ridiculous service and communication, now suddenly the chairs arrive within 2 days like they were originally supposed to?? I WANT MY MONEY BACK. I will be giving an update again on the 15th of May as that is when the manager said my money would reflect back in my account.