TERRIBLE TERRIBLE SERVICE!

Stuff the "to whom it may concern bull****".

I really hope this reaches someone higher up because I.AM.DONE.

Below is an email I sent to the group and that I have now added on to, and honestly, I am just speechless and quite honestly, APPALLED as to what has transpired. -------------------------------------

Mine and my husband's experience of using the online gift registry for our wedding for the @home store:

Setting up our registry was such fun and the items were easy to navigate/well-organised etc. The set-up, cannot be faulted.

Our wedding was 3 weeks ago and we had scheduled delivery for 1 week after our wedding. The date came and I had received no notifications about delivery. I spoke to various people who could not help me as they said I needed an order number.

I obviously wouldn't have access to any order numbers as I never purchased these gifts - my guests did?

Eventually, a lady was able to provide me with all the order numbers so I could track delivery myself. This was helpful however, it would be nice to inform the bride and groom on status of delivery - we don't need order numbers. But an update would be nice. I also should not have to ask for this sort of information.

Another week passed and we get a call from one of our guests who had placed an order and paid for it the end of May, to be told her order had been cancelled.

This is extremely embarrassing for not only myself and my husband, but for our guest. She was extremely upset about this and so were we. If an item is paid for regardless of the date, it needs to be reserved. We were told it was because there was no stock. This is *******. When she ordered the item, there was stock or else it would have indicated on the registry "out of stock". You can't only check stock when you start packing for delivery?! If someone pays for something, it needs to be reserved. Bottom line.

Eventually our items start arriving. We have 2 different drivers deliver goods. Here's the cherry on top. The gifts arrive, but we have NO IDEA who they are from?! The stupidity?

My husband and I actually chose to purchase a gift from our own registry for ourselves to see what the process would be like for our guests. You have the option to type a message. So we thought, great! We will get all messages on delivery. Not happening. Another huge flaw in the portal which honestly makes the portal completely useless. How are we supposed to know who the gifts are from?! PLEASE someone tell me!

On and off the phone with so many people and a lady kindly sends me an excel spreadsheet with all our order numbers and the messages from our guests. Lovely. Exactly what we wanted and super helpful.

But let me just add, an excel spreadsheet? All together on one spreadsheet for the bride and groom? A copy-paste job. Surely not. Surely there would be some effort to make our messages look decent? HOW EMBARRASSING.

Finally, our last order arrives the next day. Now we've had 3 different drivers deliver to us. Here again, it makes NO SENSE. Surely all the gifts come in one go with one driver - all from the same registry? This is what logic tells me. What a waste to send out 3 different drivers. Anyway. Least of my worries.

Then we see another gift has been cancelled placed on the 26th of May (I used the order numbers to track delivery for all items and realised we were missing one).

It is extremely awkward for myself and my husband to now go and ASK our guest if they received the notification of their gift to us that it was cancelled. They gifted us 6 weeks ago and paid for it only for it to be cancelled after the fact. Just disgusting honestly. Wowsers.

Here comes the next part. Grab some popcorn!

According to the T's and C's, I qualify for the "10% of my whole registry voucher" and was told that I just needed to go to any @home store and provide my gift registry reference and could use my voucher (you record conversations that happen telephonically, go and trace these calls will you).

I went to the Canal Walk branch last Saturday to redeem my voucher and was turned away as I needed to have received the voucher electronically? The online store must now send me something?

No voucher has been sent to me? My registry also closed 3 weeks ago? Why am I asking for a voucher when I should have received it?!

I spoke on the phone with someone else from the call center straight after walking out of the Canal Walk store and the lady told me to email info.mywedding. I did this.

Come today, Monday 19th July. I phone in the afternoon to inquire as CLEARLY no one gives a **** about my problems and am told "it will be escalated" - this term should totally stop being used. It means NOTHING.

THEN, I get an email at 3:30pm:

"Dear Kerry

Thank you for your email

Kindly note that with gift registry you must fetch voucher in store for 10% but the store will need gift registry nr and cell nr

And the 10% will only be on items purchased

Please

Kind regards,

TFG Online Shopping Support"

Now I am just confused. I DID this. ON SATURDAY. AND was turned away. WHY does NO ONE KNOW WHAT IS GOING ON?!?!?!

I phone the Canal Walk store. No, the manager is not in today. Okay, fine. May I please speak to someone who is fami**** with the registry? No, we are so very sorry. No one is fami**** with it.

At this point I am speechless.

I decide to phone outside store at Canal Walk. Ding ding ding! FINALLY. Someone who can help me. But wait for it...

"Ma'am, the 10% no longer exists. We did away with that a long time ago."

At this point, I am furious. But bless this lady as she takes her time with me and goes through my registry and traces back all the events that have transpired. She says that it was the "GL" references that qualified for the 10%, I have a "GR" reference. She says she will see what she can do and get back to me.

Later on, I get a call from the call centre. The lady apologises for my inconvenience and asks me if my issue has been resolved and if I have received my voucher!!!! Now I must explain to HER that, oh, no apparently it no longer exists?!

I am just absolutely shook and am at a loss or words. To her knowledge, it DOES exist. AND, she will ESCALATE and follow up/let me know etc. yadadada hoohah.

I am just absolutely appalled at the service I have received having been a newly-wed. How embarrassing and disgusting that we can be treated like this!

I better get my 10% of the entire registry voucher or else I am taking this to the local newspapers. I am DONE with dealing with incompetency. The staff actually have NO CLUE as to what is going on and I URGE you to go back to the phone calls and listen to the absolute **** that I have been told. Definitely no TEAM in the TFG group. Everyone is on their own mission and couldn't give a damn - this looks BAD. You would think people would really care about their jobs during this pandemic but this work ethic is just disappointing and quite honestly, pathetic.

My patience is out. I eagerly await this "voucher".

Shame on your company!

DO BETTER.