Wrong Tv, Wrong Invoice, Unstable pricing, No full refund

On the 1st April 2024 I purchased a 120'Hisense Laser TV from the Hirsch's Waterfall branch, our Sales Rep was Daniel. We paid R40 000 for the item. The item included free installation and a R3000.00 voucher from Hisense. On the receipt issued they did not write the purchased item (TV) but and now that we also bought a pan, only a pan reflected on the invoice. After some weeks Daniel called and said he will only issue out an invoice upon our agreement with the Hisense for installation which we were not aware of because they gave us the invoice but they knew that the TV was not included on it and little did we know of. Due to the fact that I was waiting for the carpenter to install the TV stand, we only agreed on the installation date during the first week of May and Daniel indicated that he will issue an invoice for it and the TV has to be installed before end May and he was left with two items. After some few days a whatsapp group chat between the installer, myself and Hisense was created and we communicated about the installation. To my surprise they told me of R2380.00 installation/travelling fee which I denied because I was never told of upon purchasing. Daniel said he was also not aware of the extra charges but he will speak to his manager.

He gave me an update that they agreed to give me a discount of R1000.00 towards installation/delivery then I will pay the difference of R1 380.00. Because I wanted my long-bought item I ended up surrendering on the difference and paid it. The installation guys came to install but again to my surprise they had a 100" TV instead of 120". I called Daniel and he insisted that we purchased a 100"which we did not. He said 120"was long discontinued and there was no way we would have bought that if discontinued and again we saw it was on special on their website and also in-store.

We had numerous calls while the installers were waiting and confused. He reverted back and said he spoke to the manager that they can install the 100"TV with the R40000 we paid because its on special and the 120"is discontinued. I differed with that and the pricing as well then he consulted with his manager and said they can install the unit and we will get a R4000.00 refund. I phoned Sharon from the Centurion branch to do a price check of the 100" and confirmed that it was R33300 on special. When Daniel phoned again he said he spoke to the manager they will give us at R35000 with a refund of R5000. When I questioned his unstable pricing he said I should give him 5 minutes while he spoke with the manager, then he came with a last offer of R33999. When I told him that I phoned Centurion branch and they gave me the R33300 which my husband confirmed in-store last week friday, He didn't know what to say anymore and I told him that he has been lying to me since the installation quotation started. He insisted that the one for R33300 was Laser**9G and they brought ***9H which was a bit expensive and he was lying cos they brought ***9G. He said he was sorry that he gave me wrong information.

I again realised that the invoice that was brought by the installers was R38999.99 whereas I paid R40000.00 then it came to my mind that the same R1000.00 they told me that they discounted the travelling costs was a big lie and *****. That money was reduced from the money I paid hence the invoice was R38k.

I then concluded that my R40000.00 plus the R1380.00 be refunded cos its not like I did not like the TV, they BROUGHT THE WRONG TV WHICH IS THEIR FAULT. Daniel said he was not going to process the installation charges cos they brought the TV but the TV was wrong and it's their fault.

to highlight the experience what Hirsch's did to their 3 year loyal customer in short:- 1. They told me delivery was free. 2. They did not disclose the travelling costs upon purchase 3. They did not issue out an invoice to their customer upon purchase, instead a speedpoint receipt. They brought the wrong TV and insisted that it was the one I bought. (Ihave evidence to proof) 4. Insisting that they install wrong TV with wrong pricing. 5. Invoice not tallying with the money paid (*****) 6. Flactuating prices within a period of 1 Hour