Delivery at YOUR cost

I contacted Game Ballito on 07 October and when I FINALLY got through I spoke to Marlon Pillay regarding a washing machine that I wanted to purchase for my parents and needed to know if it was in stock. My first impression of Marlon was that he was very polite and professional and I felt safe making arrangements over the phone as I am based in Johannesburg and going to the Ballito branch was just not feasible. Having been a Sales Trainer, I should've picked up on the "charm" that Sales employees use when speaking to a potential client. Alas! I was fooled....

The initial machine that I wanted was no longer available and the second option was at their warehouse. Marlon assured me that it would take 5 working days to get from their warehouse to the Ballito branch. He even offered delivery at R230. I thanked him for the information and said that my dad would come through later that day to make the payment so that he could take advantage of the offer and seeing that Marlon gave a very good first impression, I asked if it was okay for my dad to be in contact with him going forward - Marlon had no issue with this. I further stated that delivery was not needed as my dad had a truck that he could use to transport the washing machine.

So as planned, my dad went to the store and paid for the machine in cash. The order number is 513G***. Marlon took down my dad's details and said that he will call him on Saturday, 8 October, to fetch the machine. Unfortunately, my dad gave his old number which he doesn't always use. Remembering this, on 12 October, my dad switched on the old number to see if there were any calls/messages from Marlon. Getting antsy, he decided to go to the branch. Upon my dad arriving at Game Ballito, he was informed that the delivery from the warehouse was scheduled for later that evening OR early Sunday morning. So now there was no actual day that Marlon could confirm when delivery could be made. My dad then gave Marlon his new contact number and asked that he be contacted (whether it was later that evening or on Sunday morning). The entire weekend went by and NOTHING!!!! When I called my dad on Saturday to find out about the machine, I was informed of the above story and that it would definitely be at the store on Sunday morning. Already upset that the initial arrangement took place the way it did, I decided to give it one more day. Surely someone wouldn't break a promise twice in a row?! But just like that, it happened again. My dad tried calling the branch (I did too) and you can't get through to your damn store! My poor dad had been waiting anxiously for Marlon's call because he actually believed that this guy was going to stick to his word.

What upsets me the most is that Marlon did not have the courtesy to call my dad and inform him to not waste his time or fuel coming through because the washing machine was not delivered. We had to constantly call to follow up and the frustrating part was not being able to get through. Not that getting through would have made any difference.... What has happened to Customer Service in this country? How is it okay to treat the elderly like this? Do you expect my sickly father to be forced to drive to you because you cannot fulfil your part of the deal? He does not have the means to continously come through to your branch to check if the item is there. Your phones do not work and your staff do not have the courtesy to practice basic customer etiquette.

Payment had been made and there is no excuse for such blatant disregard to your customers!

Contact me to confirm that delivery to my parent's residence will take place at your cost and in a timeous manner - this is not negotiable. My dad will not be coming through to you again so do not bother calling him telling him to come fetch it because he will noyt! He has been put out enough and due to the suffering you have caused, you will sort this out immediately.