Foschini customer service pathetic

On Sunday 24 April, I visted Foschini Tygervalley. I requested a product IBT from the Cape Gate branch (to Tygervalley) and paid the IBT fee of R70. The sales assistant told me that the item would be IBTd from Cape Gate the following day and took my contact details.

By Friday 29 April I still hadn’t heard anything so I called the Tygervalley branch to find out where my item was. The lady I spoke to couldn’t give me any answers and told me she would call Cape Gate to see if it had been sent and then call me back. I received no call so I phoned Cape Gate myself and was informed that my item had not been sent, but that they would send it immediately.

On Sunday 1 May I called the Tygervalley store again and asked to speak to the manager. The phone was put aside and I waited for a long time, but no-one picked the phone up. So I made a special trip to the Tygervalley store to speak to someone directly. I asked for the floor manager. After explaining the story for the umpteenth time, I was told that the IBT had been processed on 29 April, but that transport didn’t work weekends so I would have to wait and they would contact me. She also told me there was nothing else she could do or say and that it was the sending store’s responsibility. Surely it is the receiving store’s responsibility to follow up? I was incredibly frustrated and I told the floor manager that it was unacceptable. I also requested a refund on the IBT fee (once my item arrives) because of the inconvenience to me and costs incurred following up with numerous calls and a drive to the store because of calls going unanswered. She didn’t seem impressed. I explained to her that I can accept an IBT taking 2 weeks if I am informed of that fact. However, I was told it would take 24 hours.

To this date, Thursday 5 May, I have still not received a call to let me know if my item has arrived.

The reason I asked for the IBT is because I do not have time to drive around and Tygervalley is closest to where I live. However, I have have wasted so much time on the phone and driving back; I may as well have driven to another store and purchased the item in person.

Foschini, your service is very sad and I won’t be shopping with you again.