Hirsch's Struben's Valley - Shocking Service

Posting on behalf of my brother-in-law as he is not getting any joy from emails or Facebook reviews and in all honesty the feedback receivedto date from Hirsch's is shocking and disappointing to say the least - "I had the worst experience on the 6th Sep 2021; I went into Hirsch's to buy a washing machine. I dealt with a salesman there and he was very good, but from there that's where everything went wrong. I then pulled around into the Hirsch's loading bay and gave my receipt for the item to be brought out and loaded. I then waited for the machine to come out and then when one of the loading employees brought it out, none of the other employees whose job is to load the appliances / products came to assist. They blatantly sat and played on their cell phones and the employee loading the machine requested me to assist, so I was forced to help with loading the machine and no other employee would assist the gentleman who brought out the machine. I had no option but to help him load the machine and as a result I fell getting off the van, resulting in severe injury to my ankle. To make matters worse while trying to hold myself up in excruciating pain, not one employee came to assist me or even bothered to assist me to load the last box and close the van. They literally all just sat there and looked at me and watched me pull myself down the van to get in the cab and try call my Wife to come help me, load the small box and close the back of the van. On leaving the store my wife went in and called the manager, Kershen, to tell him what just happened. Kershen then went to review the cameras and said he would call us later with an outcome. That afternoon, Kershen called my wife and said how disgusted he was by the video footage, as he saw how the staff didn't even bother to load the machine with the employee, nor assist me when I fell. They promised me feedback on the investigation of the incident and someone from head office would contact me (which never happened). Once we arrived home after having my ankle x-rayed in casualty, I was diagnosed / sustained torn ligaments and tendon damage which requires me to be in a moon boot for 4-6 weeks, as well as physiotherapy on a weekly basis until fully recovered. Which affects my work as it requires me being on my feet all day. We had the machine off loaded at home to find that the lid on the machine was broken. Bosch then came out and said it was a manufacturing fault and the new lid would not fit. After waiting for Hirsch's to contact us about our machine we contacted them via email about the incident as well as costs regarding my injuries, to which a director by the name of Scott rep**** to say it’s kind of their fault and their staff get distracted sometimes, but they will not take liability but if it was something of theirs I tripped on they would take liability but because I was exiting the vehicle after helping their staff member load something they should have done it’s now my own fault. Scott had so little interest in the incident that he didn’t even bother to refer to me by my correct surname and rather referred to me by my wife’s ****en name which he also couldn’t even spell correctly. If he had actually reviewed the attachments we sent on our email, he would have seen my surname on all the medical documentation and the Hirsch’s receipt. Eventually on Saturday after having to be firm about having my washing machine replaced, they had a new one delivered. What I have come to see is that when I went to buy from Hirsch's, I was told this story how they care about their customers because they are a family owned business, which turned out to be absolute ******* because they didn’t even bother to call and follow up to see if I was okay - It was just deniability. All they care about is the bottom-line and the whole caring family organisation is just a show. I have attached Hirsch's response to this review so if anyone has been injured in their store by tripping over something and you can have a claim as they say in the email from the director that they would take responsibility."