❌Repulsive service announcement‼️❌
Dear At Home Your service sucks! Let me tell you why;
On 8 November 2020, I purchased a Huxley Corner Unit from your Centurion At Home Living space store with assistance from a sales consultant named Albert. Delivery (which I paid for) was promised in 5 days as there was stock on hand at the warehouse.
Later that week a lady from your delivery department phoned me and delivery was booked for 18 November 2020.
On 17 November 2020 Albert phoned me to inform me that there is no more stock left as the stock that was in the warehouse was “not in such a condition that it can be provided to a customer”. Albert then informed me that new units were being manufactured and that I would receive my couch before or on 9 December 2020. I decided to wait the extra three weeks.
On the 25/26 November 2020 another lady, Rebecca and then later Poppy, from your delivery department phoned me and delivery was booked for 2 December 2020 between 15:00-16:00. I work full time and had to arrange for someone to be available at my house during this time.
On 2 December 2020 I once again did not receive any communication around my delivery. At 15:40 I still did not receive any communication and started wondering if you are actually going to show up. Spoiler! You didn’t. I started phoning Rebecca (she gave me her direct line), your customer care line and you delivery department’s line from 15:40. I eventually got through to a new lady, whose name I don’t recall, in your delivery department. The lady said that she will follow up with the driver doing the delivery and get back to me. Do you want another spoiler, or can you guess what happened? Yes you guessed correctly, the lady did not get back to me! At 16:45 I actually got through to Rebecca, she was going to phone the driver while keeping me on the line. She dropped the call 5 seconds later. After that I couldn’t get through to your delivery department again. FYI: I phoned 17 times and my call was only answered twice. That’s a hit rate of 11.7%, do you realise how poor that is? Remember: I had to organise with a friend to be at my house. They sat there and waited for you and you didn’t even bother to notify me that you weren’t ever planning on showing up!
The big reveal: On 3 December 2020, Poppy from your delivery department contacted me and told me that the couch had fallen off of the vehicle when it was loaded. The couch was again “not in such a condition that it can be provided to a customer” and for some reason absolutely no-one on the TFG staff thought that I needed to know that my couch will not be delivered. Poppy apologised profusely for the lack of communication and promised that I will be kept in the loop from now on. What a joke!
I was promised a new delivery by 15 December 2020. It is now once again 3 days later. I have no clue as to what is going on with my order. Am I going to receive it before I go on leave? Am I going to receive it before Christmas? Am I going to receive it in 2021? I don’t know, because NOBODY is sending me updates!
I have phoned Albert from Centurion At Home Living space, he says that Poppy must give me updates. I have phoned Poppy from your delivery department and she says that Albert must give me an update.
So now I’m here, asking for an update. What is actually going on with my order? PS: Your staff and customer services are ignoring my emails.
Thanks, At Home Your service sucks! Now, you know why.
Shani van Kraayenburg