Poor Customer Service

When we arrived at the store in Boksburg to pay for a couch we put a deposit down on 6 months ago. When we arrived there an extremely arrogant and rude Mario greeted us, and promptly informed us that they will give the money back as there is no more couch and the deposit was only valid for 3 months.

I informed him that when the payment was made, no time limit or minimum amount was stipulated and that by not honoring the sale, they were breaking the agreement. I was rudely told that that might be, but there is no stock and they don't know when or if they'll get any.

I asked Mario to get back to me with a solution, and his response was he'll get back to me in a couple of days. I said this was unacceptable and I want a solution before the end of business. He gave me a head office number and said I'm welcome to phone myself.

Here is the only ray of hope in this entire company, I phoned the number and spoke to a Mrs. Kim Ntseke. what a breath of fresh air, within 5 minutes of talking to her, not only did she answer all our questions, she apologized on behalf of the company (something that Mario didn't even do) and confirmed that there was indeed one couch left, not only did she arrange everything for us, she even went above and beyond by taking pictures of the couch and whatsapping us to ensure this was what we wanted She also phoned the boksburg branch to arrange everything.

30 minutes after this phone call, Mario once again rude, phoned to say there is one, and we can come back. When we told him we know, because we spoke to head office, he abruptly stopped and asked who we spoke to, and we said we'll be in store soon.

Few Minutes later and a clearly irate and rude Mario wants to know who we spoke to, upon hearing it was Kim, he says she is just a receptionist and he spoke to warehouse managers that told him there were no stock.

It was at this stage that I explained to Mario who was taking a phone call whilst I was speaking to him, I received better service from Kim than the entire Essops Group, if this is true that she is merely reception, this exceptional lady is grossly underestimated. You need to put her in a position where her talents are used. She has more people s****s than all the front line staff combined.

Kim saved the day, despite mario's best efforts

Please commend her on her excellent service, and please ensure that managers like mario aren't placed in positions they clearly unable to handle.

Regards