No processes, procedures and no help!

I ordered a TV that was meant to be delivered on Sunday. I received an SMS saying I’d get a tracking link and another SMS to notify me when I was the next stop — but that never happened. Because no one contacted me, I wasn’t available when the driver arrived. I explained that I had received no communication and asked that the delivery be made the following day.

On Monday, the same thing happened again. The driver told me he was on his way, made me wait an hour, and then called to say it was too late and he would return the TV to the warehouse.

On Tuesday, when I called him, he told me he now had a different truck and no longer had my delivery. He said I needed to call the call centre. I phoned and waited about 15 minutes with no answer.

Today (Wednesday), I tried calling again — waited five minutes with no response — and then sent a WhatsApp message. The agent did not provide their name and simply said: “Please note that a formal complaint has been logged and is currently in progress. We will be escalating this to ensure you are informed regarding the delivery time. Thank you for your patience.”

When I responded to explain that the same issue keeps repeating, I was met with a generic message: “Thanks for contacting us, have a nice day further…”

This is absolutely unacceptable. There is no proper communication, no follow-through, and no accountability. At this point, it feels impossible to get any real assistance from Hi-Fi Corp.