Ebucks - Brand denominator

WOW, I do not even know where to start.

What started in pure excitement ordering a discounted Black Friday gift with a specific purpose, to facing such a run around lacking factual information and a waste of personal resources.

Estimated time of arrival of my order no: ********** 4 for a Coffee Machine (Saeco Philips PicoBaristo Expresso Machine + Philips PowerPro Vacuum Cleaner) and Vacuum cleaner combo: Tuesday 28th November 2017. Great just in for the intended purpose that it was purchased for.

Arrival date 29 November: Still acceptable, satisfactory and in time. The only problem was that the wrong coffee machine was delivered. (smaller CHEAPER model, the Incanto)

I immediately called Ebucks and notified them of the issue and asked for the problem to be escalated as the product was for gifting purposes and I needed it asap. I had to phone back later that afternoon to find out what the status of my issue was as I received no feedback. I was told that the ESCALATION turn around time was 24-48 hours. What is the point then in escalating!

I called the call Ebucks call center at 8h00am 30th November 2017 to request an update on my only reference that I was given ( ********** Q). Again same story as the previous time the call center is the perfect middle man between the customer and the Ebucks shop whom will eventually respond in due course.

I requested to speak to a senior level employee for the simple reason that Ebucks's mistake of delivering me a cheaper (wrong) coffee machine would only be resolved and escalated by me escalating it to a higher level.

Eventually a senior Ebucks shop representative (Emelda Fortuin) called me to assist in this matter. I made it clear that there was a level of urgency around the delivering of the correct machine which Ebucks got wrong in the first place. I also made it clear that I was willing to pick it up from the distribution hub/shop/center. Emelda was friendly and made me believe this will be resolved during the course of the day. We were in email and telephonic communication throughout the morning.

I mentioned that I had a meeting in Sandton and will be in JHB area to collect. Emelda requested that if possible I collect from Bankcity around 2pm, I accepted time and place.

Emelda called me back 30 min later indicating that she made contact with the supplier and that I would be able to go and pick it up directly from them in Woodmead, saving me the trip to Bankcity. I was happy and appreciated her effort of getting this error rectified.

At around 12h30pm I left for Woodmead and asked Emelda to give me an address etc. I called Emelda on her cell at 13h03. She called me back at 13h08 requesting 20 minutes to finalize payment and additional internal Ebucks vs Philips 'BS', enabling me to pick up the correct machine. I called her on her cell at 13h31 requesting the contact's name at Philips as I was there in their reception waiting. She called me back at 13h46 advising me that there is no stock of the Item and that delivery would only be possible on the 1st December.

I could not believe the fact that I was kept on a leash for most of the day moving my meetings out, driving around, calling Ebucks multiple times.. etc, only to be told that there is no stoc****!! I told her in a very irate call that I cannot continue talking to her and ended the call.

Her team leader (Dylon or Deven) called me back within 5 minutes later asking me if I was still at Philips. At that time I just left and mentioned that I can do a turn around. He advised that they had stock but it was due to an internal issues that they could not release the item. I turned around again irate but hopeful. I made it clear that I was made believe and **** to, On the same call afterDylon confirmed with Philips, Dylon confirmed delivery would only take place on the 1st of Dec. I had enough and just ended the call.

Ebucks, not only did you provide me with the worst customer service ever, but you also **** to me as a customer and kept me going in circles for a whole day. All of this as part of my effort to rectify your mistake.

As a rewards and customer service orientated company, do not make the customer part of your internal issues with suppliers and use it as excuses.

I have such a bad taste in my mouth and I do not think a stimirol chewie is going to help. Expensive shipping options, bad customer service, bad communication, governed rewards program and I can almost dare to say ******** customers with cheaper products after reading a few internet reviews before writing this.

Lastly, I would like for an FNB cancellations consultant to call me with regards to my FNB banking accounts and rewards program (ebucks).

Regards Stephan