Poor customer service

I am extremely disappointed with the service I received from Hirsch Milnerton.

On Saturday, 28 February, I purchased a Samsung fridge and TV. Before finalising the purchase, I explicitly confirmed with both the salesperson and admin staff that I required delivery the very next day. I was assured that the stock was available at the Claremont branch and that delivery for Sunday was confirmed. Based on this clear commitment, I proceeded with the purchase and paid a premium price, trusting Hirsch’s reputation for service.

Sunday came and went without any delivery call or communication. When I followed up with the branch, I was casually informed that delivery would only take place on Monday. This was never the agreement. I made it very clear at the point of sale that the fridge was urgent due to perishable food items.

After escalating the matter to the branch manager, I was told the issue was due to “miscommunication between branches.” As a customer, internal miscommunication is not my responsibility. I chose Hirsch specifically because of its brand positioning and service promise, yet what I received was unacceptable and frankly embarrassing service delivery.

Paying a premium should translate into reliability and professionalism. Instead, I experienced poor coordination, lack of accountability, and zero proactive communication.

I would not recommend Hirsch based on this experience. There are other retailers offering far more reliable and customer-focused service.