@home - Do not use the collection option!

I placed an online order on 22 June 2020 for an office chair and marked it for collection from the Midrand DC. On 3 July 2020 I followed up by phoning the TFG online sales help desk as I did not receive any feedback on whether my order was ready for collection. On my first call, the agent provided me with the DC number however this got me through to their alarm department who couldn't route me to the correct extension.

I then called TFG again. The agent then sent me a screen shot confirming my order was ready for collection on 4 July 2020. I also then received an automated email thanking me for confirming that I would collect my order on 4 July 2020.

On 4 July 2020, at approximately 10h30, we were told by the security at the Midrand DC that they were not open and that they were not operational for the past 2 weeks.

I then called TFG again on 6 July 2020 (40 minute call) and was then told that the DC is only open on weekdays from 08h00 to 16h30. We then went to the DC on 6 July 2020 at 16h00 and were told by the security that they were closed and no one could help us.

I called TFG again on 6 July 2020 at 16h10 and was told that the matter would be escalated and that I would receive further communication.

On 7 July 2020, at 11h50 I still had not received communication and proceeded to call TFG again. I was then told to give them till 14h00 and I would received communication.

It is now 21h00 on 7 July 2020 and I still have no solid communication from TFG on why on two attempts I could not fetch an item that I have already paid for. Further to that, no effort from the Group as a gesture of goodwill to have the item now delivered to me.

I am deeply dissapointed in the lack of customer care. In this day and age, where we know better, @home/TFG group simply does not do better.

Do not offer a collection point if you cannot adequately meet the needs of your customer.

If you say you will contact your customer, provide feedback in a timely manner.