Gift registry 10% voucher incorrect

Earlier this year, my husband and I chose to have our wedding gift registry done at @home only, to make it easier for our guests to get us something we like and also because of the 10% voucher.

Our guests purchased gifts from the registry (both online and at various stores across the country) which added up to over R25 000. Therefore one would expect the 10% voucher to be nothing less than R2500.

On the 27th November, a month after our wedding, I went to get our promised gift voucher from the centurion store as I was in that area then. To my surprise the voucher was around R800. The manager (didn’t get her name) printed the gift registry and noted that more than R8000 was spent on the registry as one item was around R11000. She also stated her surprise and assured me she’d follow up with the support services directly and would call me back. She called back after a few days saying the @home / TFG support services are still looking at it and I’m not the only one having this problem. I received about 2/3 calls after that from centurion and then the calls stopped. There’s no way of me calling them as there’s something wrong with their phone ********** 960 phone number so I’ve had to wait for them to call me.

On the 19th of December I finally called the TFG call centre directly and spoke to Wesley.. he noted that no call regarding my gift registry number was made and I had to start my issue from the bottom..he also assured me that he’d follow up and call me back once he has more details. When I requested a reference number for the call he said to use my gift registry number which will show all details of the calls as well. A few minutes later, Wesley calls and tells me he only sees 4/5 items that were purchased online from the gift registry ... he asks me to email him snap shots of the registry. I found this very strange because surely all these systems should be integrated.. why could Wesley only view the online purchases and not all the purchases made and had to rely on me to send him what should be on the TFG system? I sent him an email. I waited a day, no response from him even acknowledging receipt of the email. I emailed him asking him to provide the status of my query... no response.

On Monday 24th December, I decide to call TFG contact center again. I quote my gift registry number thinking this would be a quicker call considering that I know for sure that I logged a query myself a few days ago. Surprise.., there’s no record of my query on the system so I had to start from the bottom again.. more airtime wasted. The contact person also said they can only view the online purchases and not the purchases that were made in the stores?. I, a customer, had to tell the call centre person to contact any of the shops across the country and ask them to print and scan the actual registry to them as it would be more accurate and complete than me sending snap shots from my phone! He said he’d do so and would call me back. No call received to date.

This is rather frustrating as we had planned to spend the voucher over the holidays and now we’re being sent from pillar to post with no end in sight. I cannot make any more phone calls as I’ve run out of minutes now calling the call centre and having to repeat my story to the 4th person isn’t something I want to spend the rest of my holidays doing. All we want is what was promised to us and not this back and forth we’ve been getting.

@home has always been our preferred store for furniture and home goods and I honestly wasn’t expecting to have to go through so much drama just to get what’s due to us. I’m disappointed and exhausted.