SHOCKING EXPERIENCE

If I could give a zero I would. At the @Home Living Space Century City. To say I am disappointed is an understatement and this from a brand like @home. Expected way more. So I step in on the morning of November 30 to have a look at the couches, as I leave the shop telling the assistant I want to go measure the living room as I just moved in, she tells me remember the couches are 25% off till Sunday as the Black Friday has been extended. I even repeated 25% off, really? Ok great. I return to the shop the same day around 18:30 and Damien helped me. He then told me actually it is only the one couch in the corner that is 25% off and not all of the couches as the lady told me. Ok a bit dissapointing but people make mistakes so I still decide to continue with the sale and he gives me a 5% store discount. He says just to subtract it from the total before delivery and he will make a note on the booking. Payment was made and he said to email it directly to him to expedite things for delivery. How I regret doing that and not ordering online rather, but yes at this point he looked invested and wanted to give him the sale. I waited in the shop until he received the POP. I searched for him and he was busy assisting other customers in the back, asked him to check as I want to be sure he received it. My dad and I walk with him to his laptop where he opens it right in front of us and confirms that he received the proof of payment. Ok move on to December 9. We call to find out when delivery is taking place as we were told either on the Thursday or Friday. One staff member says its coming and will let me know around what time it will be delivered and that Damian is off sick, 5 min later a different staff member who I believe is the manager Daliena De Gois says Damian will be in at 1pm and that there is no payment and the reservation fell off. Excuse me?? What do you mean no payment, I stood right next to Damian when he opened it. She just tells me no there is nothing. She was sent the POP again and then she tells me the amount is not correct, I ask her didn't Damian note the 5%, she says no, ok so clearly Damien did not do his job here and if I didn't enquire nothing would have happened. Unbelievable, first of all I cannot believe this guy didn't do his job and my order fell through t he cracks, and then to not even apologize about any of it. The staff at this branch clearly needs training and need to be trained on accountability. After speaking to the manager Daliena things made way more sense why it is like this. She covers so much for Damian and makes me feel like I am the one not telling the truth about him receiving the proof of payment while I have a witness that stood right next to me when he opened it on his inbox and confirmed it. He never sent it where it was suppose to go and did not even note the 5% on the booking but no I am in the wrong according to this manager and her way of handling this. She tells me she will find out when delivery can take place and will get back to me. Now I ask you, how long does it possibly take and remember things are already escalating at this point, how long to make a phone call and get back to me. She makes me wait the entire day not calling back and I had to call after her the evening, eventually calls me back just tells me this date and that's it, bye. ZERO apology, ZERO!!! What a kind of manager you are. This was such a shocking experience that I will never shop at @Home again and neither will my friends or family. Damien Julie just sending me an email after all this sorry for the inconvenience, really next time do your job, that is the least expected from you and own up to your mistake and even if you claim that you never got the proof of payment why did you not call me or let me know but we both know you did. Accountability, but as I said look at the manager Daliena De Bois and it all makes sense.