Being repeatedly ignored about an item that is 6 weeks late, then getting a forged POD after I did not accept delivery of said item.

2 Stars because the initial process went smoothly, and if you don't care whether your things arrive or not, they're a decent option. Personally I'd rather face Takealot's pricing nonsense than deal with them again.

So my intercom broke about 3 months ago, and was kicking off the first phase of a home networking and security project, so decided to include it in the order. Ordered about 20 items, just over R29k and paid via EFT.

3 April: Made the order and paid via EFT (immediate). About 2 hours later was emailed asking for a formal POP for accounts.

4 April (I usually do emails in the morning): Sent POP from my banking app. Also received a bunch of purchase orders, I assume it's for FS partners. Got a response later the morning that the POP has been forwarded to accounts. Also got a ticket opened with a link to FirstShop FreshDesk. I do not have access to FirstShop's FreshDesk (nor can I register for it), so I assume they're tracking something internally.

8 April: Got an email saying my order has been delayed. By this time I had already received a number of items over three separate deliveries - a bit stressful as I am without intercom, and a household member has to be on alert for the courier blowing their horn. I request that FS consolidate the rest of the order if possible, much easier that way. No response, email not acknowledged :/

10 April. Received an email that a FreshDesk ticket was resolved, I do not have access to FirstShop's FreshDesk so I have no idea what the issue was, but glad it's resolved. I assume it's the late order. 1 or 2 more packages have arrived at this stage.

Most of the order has been delivered, installation of the system starts. Only the IP intercom module is yet to arrive.

24 April (a Wednesday): Received an email that the intercom module would arrive on Wednesday (?). Another FreshDesk ticket marked as resolved (once again the content of said ticket is a mystery). I did not respond to the email, just glad it's getting to me.

29 April (Monday): Received an email saying the intercom module is sold out, but stock would arrive on the 6th of May. (I had a busy week and missed the email)

3 May (Friday): Having an the last open day on Saturday for a while, and intending to install the intercom module, checked with the household whether it had arrived the Wednesday, then found the email sent on Monday. Rep**** to the email asking them to upgrade me to a more expensive intercom module and get it to me sooner rather than later, I would happily pay in the R1000 or so difference to just get an intercom. No response, email not acknowledged (2nd time).

6 May (Monday): Forwarded email chain to ***, requesting an update. No response, email not acknowledged (3rd time).

8 May (Wednesday): No response on any of my previous mails, two days after module would have been back in stock according to the email on the 29th of April. Ordered a more expensive intercom module from another supplier. Forwarded email chain to person who originally handled my order, and requested they refund my item as it could not be delivered in time promised. No response, email not acknowledged (3rd time).

(busy May for me, never got around to installing the other intercom, thought I'd follow up with FirstShop when my schedule opened up)

21 May (Tuesday): FirstTech emailed invoice for intercom module, meaning it's on the way.

22 May (Wednesday): Saw email - emailed to say that I did not need the intercom and please cancel delivery - also to refund me immediately in line with the policy on the website. Attached bank letter with account details. While composing the email the couriers arrived - I did not accept or sign for the package and informed the couriers that it was 6 weeks late, and that I'd sort it out with the supplier. Noted this in the email before sending. No response, email not acknowledged (4th time).

28 May (Tuesday): Received an automated email from FirstTech with a scanned copy of the Proof of Delivery for the intercom module. Signed and dated the 24th, with a signature I do not recognize. I was not available on the 24th, my wife was on her way back from meetings in Cape Town, neither of us accepted or signed for the package. I checked with two of my employees who were at the house on Friday, neither signed for the package. I do not have the package in my possession - not sure how it is marked as delivered after I had stated I would not accept delivery, and no one at my residence accepted it or signed for it.

I have not bothered emailing FirstShop or FirstTech about the above, I have been ignored by them for the last month, and frankly wondering whether forging a Proof of Delivery is some last resort when they don't have a process to handle any exceptions to their automated ordering. I am also still in a busy work period, and even more annoyed as I have to find time to deal with this nonsense - if it was just about the money never being returned I would have written it off, and them as a useless company, and been happy without FirstShop ever being in my life ever again. A POD (forged) however attempts to absolve them and implicate me in the mess - so now we have to fight :/

I rarely complain, companies are run by humans and we all make mistakes, however I cannot see how anyone making purchases for a corporate IT department, or security provider, can hope to deal with this level of bulls##t from any supplier, I have personally never had this in my short existence on earth. Is it because I am a private individual? How could I then not discourage my colleagues and friends (all in tech) from using FirstShop if I care about these friends and the success of their personal or professional projects?

All I wanted was an intercom, they could have just discussed it with me and sent me a more expensive intercom when they realised it was out of stock, or actually bothered to respond to an email. I would have happily paid in the difference, and they would have won a loyal customer.

Burnt badly, not touching again.