Poor Customer Service by F.A.B Furniture

FAB furniture Centurion Mall has nothing but poor customer service!!!

On the 18/01/2018 I went to F.A.B Furniture store at Centurion Mall to purchase a couch. When I arrived there I was assisted by a gentleman whose name I did not get. He told me that they were running a special on most of their furniture; where the price was cut down to 30% discount. I decided to buy a Casablanca corner suite which I paid for on the 19/01/2018. The gentleman informed me that the delivery waiting period is 3 weeks. He informed me that I should expect my couch to be delivered towards the end of February 2018.

On the 19/01/2018 I went to F.A.B Furniture to pay for my couch. I found a lady by the name Aletta who received payment from me of R4199.30; for my couch, and informed me that I should expect the couch to be delivered towards the end of February 2018. She told me that the waiting period for delivery is 3 weeks. After I paid for the couch Aletta gave me an invoice as proof of payment and informed me that she will keep me updated on whatsapp regarding the progress about my couch.

I waited for an update from Aletta; however, I did not receive anything.

On Wednesday the 29/02/2018 I went to F.A.B Furniture Centurion Mall to enquire about my couch. I found a lady there, whose name I don't know. I asked her about my couch and she told me to wait while she phones the head office. She phoned the head office and I spoke to a lady by the name Thokozile Ngidi. I voiced out my concerns regarding my order and she told me that my couch will be delivered on Friday 02/03/2018. I indicated to her that it was very unprofessional of them for not giving me any update regarding the progress of my order. She had nothing to say except "I am sorry". After Thokozile informed me that my couch will be delivered on the 02/03/2018 I asked her to call me on Thursday 01/03/2018 at 12:30 pm to confirm the delivery time and address; however, I did not receive any call the whole day.

I had to be the one following up again instead of receiving feedback from them. On Sunday 04/03/2018, I called F.A.B Furniture Centurion Mall to enquire about my delivery which still was not yet done. Alleta informed me to call the head office on Monday 05/03/2018 as they are the ones who will be able to attend to my matter. On Monday 05/03/2018 I called the head office and decided to cancel my order as I have been waiting for so long with no progress. I spoke to Thokozile and she told me that they will be deducting 25% off the R4100 I initially paid, because their waiting period for their deliveries is 6weeks. I indicated to Thokozile that Aletta informed me that I will have to wait only 3 weeks for my couch to be delivered. She then told me that she will first have to go talk to Aletta and confirm if she indeed told me about the waiting period being 3 weeks.

On Tuesday 06/03/2018 Thokozile called me to inform me that Aletta confirmed that she did indeed say that my couch will be delivered 3 weeks after I had paid for it. She told me that I will be refunded my R4100 within 7 to 10 working days. She apologized and immediately afterwards, I asked her if I will receive my couch in a good condition if I decided to cancel the cancellation, and she assured me that I will. I then asked her to send me everything in writing via email so that I have it on record.

I asked Thokozile, when will they deliver my couch after the cancellation I cancelled, and she said on Friday 09/03/2018. I informed her to please schedule my delivery for Monday 12/03/2018, as I will not be available on Friday 09/03/2018; including the whole weekend. She agreed for Monday and I told her to send me an email to confirm my delivery for Monday 12/03/2018; however, I did not receive anything.

On Saturday 10/03/2018 I received a call from a guy who said he was from F.A.B Furniture and he was calling to confirm my address, as he was on his way to deliver my couch. I told him my couch is scheduled to be delivered on Monday 12/03/2018 and he should go back to Thokozile to get the correct delivery details and dates.

On Monday 12/03/2018 I received a call from +27 61 ********** at 15:45. I spoke to a lady by the name Cynthia Dhlakama who informed me that the driver is experiencing glitches and my couch will be delivered on 13/03/2018. I was so upset, I told Cynthia that I have been waiting for so long for my couch and am not expecting to wait any longer. She told me that she's going to call the driver and push for my couch to be delivered on 12/03/2018. She phoned me back after 15 minutes and informed me that the driver is 25 minutes away from my place and I should expect him within that time. I waited until the 13/03/2018 with no sign of the driver.

On Tuesday 13/03/2018 Cynthia called me to inform me that my couch with be delivered around 17:30 at my place. I requested that my couch should come with a token of apology that will be worth all the time I've waited. Cynthia assured and promised me that my request will be granted; however, she needs to first talk to her superiors about my request. I informed her to send me everything in writing and send it to me via email; however, I did not receive anything.

On Wednesday 14/03/2018 I received a call from Cynthia informing me that my couch will be delivered between 17:30 and 18:30; however, there is no couch delivered thus far.