Appalling Customer Service

I am growing increasingly frustrated with the Mall of Africa branch/staff. On the 14th of August I bought a pedestal while at the store, I was told they did not have stock so I could either go to Pretoria (Menlyn) or get it from the warehouse. I decided to order it anyway and get it from the warehouse since I liked it that much. I was told it would be ready by the 17th of August and the store will call to confirm the pick up arrangements. I had no word from the branch till I decided to go to the warehouse on the 21st where I was told no pick up arrangements were made, furthermore, the furniture department was not open as they are not open on Saturdays. I called the branch and they said the order would only be ready 5 days after the purchase and that the instruction that I would get it on the 17th was wrong. I went back on Monday the 23rd and the guy who handled my handover asked me why I took long to collect it as it can be collected on the day of purchase, no waiting necessary. I received 3 different timelines from people who work for one company. Being sent from pillar to post was infuriated to say the least. I forgave and thought it was a once-off, everyone makes mistakes.

Now today I went shopping for a few items and the staff would not let me get a trolley. I had to walk around carrying a box as it was too big to fit in the baskets. Then on my way up the escalators I noticed all the trolleys put away so customers could not access it. I walked past at least 6 staff members who watched me carry a box uncomfortably trying to do my shopping and they still refused to give me a trolley. To make things worse, I was stopped at the door and told I can’t use the push basket and had to carry my load with my hands. Only after I asked if they expected me to carry two bags and a box with my hands did they tell me to wait for 10 minutes while one staff member went to get a trolley in the parking ba*****t.

This branch is closest to my home and I am increasingly becoming more inconvenienced the more I go there. I can’t accept that these subpar standards are what you’ve advised your staff to do. If you want names of people who did everything I mentioned, today it’s everyone in store as I was walking around for at least 30 minutes on both floors, it is impossible no one saw me carrying that box as I was everywhere.