I'll give you a call...

Item: Hirsch's
Rating: 2

I visited the Hirsch's Umhlanga store on the 11th June 2016. I needed repairs done to both my vacuum cleaners that were purchased from Hirsch. I had spoken to Shantell Pillay regarding my Kärcher vacuum and was told that the vacuum would be sent off as soon as payment was made. No problem. I then dealt with Andile Ncobo regarding my WAP vacuum pipe that needed to be ordered and was told that I would be contacted with the pricing for the pipe. A week went by and still no contact had been made from Andile. I visited the store where I followed up on the progress of the Kärcher vacuum machine with Shantell and then approached Andile regarding the WAP pipe. She was not present so I spoke to a gentleman by the name of Seshian. He located Andile and assisted in helping me. Andile advised me then that the price was around R799 and the pipe had been ordered. She apologised for not contacting me and said that she would contact me soon with the correct amount and date of delivery. Again, another week had passed and still no contact. I visited both Shantell and Andile. Shantell had said that she did try and contact me yesterday regarding the Kärcher - when asked what number she had tried, she provided me with the alternative number that she had asked for when taking down my details. When I went over to Andile, she was not there. I spoke to Seshian who recalled my last visit and he took down my details and told me that he would get Andile to contact me. He apologised on her behalf. A few days had passed and still no contact. Upon walking to the desk, Seshian greeted me by my name. I told him that I had still not received any phone calls and I would like to speak to the manager on duty. This is when I was introduced to Nasreen. She apologised and said that she would see to it personally that the situation is dealt with immediately. I was also told that the pipe was STILL on order and not yet received. The pricing had still not been communicated with me. 5 days later and NO CALL.. 05 July 2016, I visit the store and am greeted by name again by Seshian. I ask to speak to Nasreen. I get no sort of indication of a sincere apology as she attempts to rectify the situation once more. I ask to speak to the store manager where I am then introduced to Amar Nundlall. He apologises and sees to the problem immediately... the pipe is STILL on order, but this time he offers to send his driver to fetch it personally from Pinetown and deliver it to my location. He then apologises and promises to call me as soon as the pipe is ready to be fetched. I was promised “by Thursday latest”. The only sort of sincere apology seems to have come from Seshian and Amar. I receive a call at 5pm on Thurday from Seshian to say that the pipe has arrived and is ready for collection. The pipe was not delivered as promised and then I get told that the price is now R950 due to a price increase over the past week! I'm extremely disappointed with the service and customer care that I've received from Hirsch Umhlanga.

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