1 reviews | Active since Aug 2011
Unacceptable...paid for product but no goods received yet!
<p>My husband and I purchased a Jules Study desk and an office chair on the 1/10/2016. The chair was on promotion and we were happy with the product matching the study desk. We paid in full for both items at the Vaal Mall branch. After the transaction was processed, we were notified by the cashier that there was no stock of the chair in that branch and that they were going to source a chair from the The Glen @Home branch. I was heavily pregnant with twins and very tired, and trusted that within the week a few days a new chair would be delivered to us as agreed by the Store.</p> <p> I delivered my babies a few days later and did not have the time to resolve the matter sooner. More than a week later, the store delivered a chair that seemed to be used stock (the box was opened with no instruction manual). We did not accept the stock and the @Home delivery personnel even agreed that we could not accept goods in that condition. We were later told that the promotion on the chair was due to the fact the stores were clearing out floor stock. This was not told to us when the purchase was made and the Store did not have any stock.</p> <p>The Store Manager, Ntombi, said that she would try to source a new chair for us. It has been 16days since we paid for the office Chair with no acceptable condition chair received yet. We donot want an alternative chair, we want what was purchased in store. If the store (@Home Vaal Mall) could not supply us with the specific chair purchased, then they should not have accepted our money that day. In light of all the inconvenience caused to us the consumer,due to their miscommunication, the Store (@Home Vaal Mall) needs to source and supply the product that we paid for as soon as possible. We don't want an alternative chair. We are repeat @Home customers and this experience paints the brand in a very negative light and other consumers should be aware of this. Come on @Home Vall Mall, supply us with the chair that we purchased!</p>
Hello Anisha
Thank you for sending us this feedback. We have escalated this to the Field Management Team and they will contact you directly. They will call with feedback before the close of business today.
Kind Regards
The @home Customer Care Team
Hello Anisha
Thank you for sending us this feedback. We have escalated this to the Field Management Team and they will contact you directly. They will call with feedback before the close of business today.
Kind Regards
The @home Customer Care Team
Hi,
Thanks for the response. Natasha from the Vaal Mall store contacted me. She told me that there would be a new shipment of the chair arriving the next week and I said that I would be happy to receive a new chair. She was very polite and professional. The chair was delivered to my home yesterday. Upon reciept, the box was yet again opened. None the less, I examined the chair. Only to notice that the armrest was badly scratched. This was either a quality defect or a used chair. Ntombi, the store manager called me and told me that this was the last chair and it was sourced from another branch. She was impolite and insisted that the chair was brand new and did not want to accept that it had a quality defect. The delivery person said that he checked the chair in store but did not notice the scratch. He acknowledged that the goods was not in new condition.
This entire process is wasting my time. How is @ Home going to deliver the goods and compensate me for this waste of time? Surely this is not how business should be done!
Hi,
Thanks for the response. Natasha from the Vaal Mall store contacted me. She told me that there would be a new shipment of the chair arriving the next week and I said that I would be happy to receive a new chair. She was very polite and professional. The chair was delivered to my home yesterday. Upon reciept, the box was yet again opened. None the less, I examined the chair. Only to notice that the armrest was badly scratched. This was either a quality defect or a used chair. Ntombi, the store manager called me and told me that this was the last chair and it was sourced from another branch. She was impolite and insisted that the chair was brand new and did not want to accept that it had a quality defect. The delivery person said that he checked the chair in store but did not notice the scratch. He acknowledged that the goods was not in new condition.
This entire process is wasting my time. How is @ Home going to deliver the goods and compensate me for this waste of time? Surely this is not how business should be done!
I forgot to mention, I did not accept the chair. I am still waiting for a new chair.
I forgot to mention, I did not accept the chair. I am still waiting for a new chair.
Hello Anisha,
Our apologies . We have escalated this matter onto the team, to contact you.
Regards,
@home Team
Hello Anisha,
Our apologies . We have escalated this matter onto the team, to contact you.
Regards,
@home Team
Hi,
I am still waiting for the chair to be delivered. It's been more than one month now!
There seems to be no sense of urgency to resolve this. I was contacted by the Vaal Mall @Home Manager(Ntombi) 3days ago regarding a delivery. There has been no delivery yet!
Can this please be rectified asap.
Hi,
I am still waiting for the chair to be delivered. It's been more than one month now!
There seems to be no sense of urgency to resolve this. I was contacted by the Vaal Mall @Home Manager(Ntombi) 3days ago regarding a delivery. There has been no delivery yet!
Can this please be rectified asap.
I was contacted by Byron (Area Manager Sandton) last week. He apologised and said that he would get the chair delivered early this week. I have not heard anything yet. This is unacceptable! I cannot be waiting for more than 6weeks for a product that I have paid in full for. Can someone please contact me today to finalise the delivery of a quality product. I need a chair asap! The employees are letting the @ Home Brand down. Deliver on the goods and compensate me for all this inconvenience caused!
I was contacted by Byron (Area Manager Sandton) last week. He apologised and said that he would get the chair delivered early this week. I have not heard anything yet. This is unacceptable! I cannot be waiting for more than 6weeks for a product that I have paid in full for. Can someone please contact me today to finalise the delivery of a quality product. I need a chair asap! The employees are letting the @ Home Brand down. Deliver on the goods and compensate me for all this inconvenience caused!
Hello Anisha
We regret that this has not been concluded and we have spoken to the Regional Manager who is attending to to this matter for you. They will have a resolve for your before the close of business today.
Thanks
The @home Customer Care Division
Hello Anisha
We regret that this has not been concluded and we have spoken to the Regional Manager who is attending to to this matter for you. They will have a resolve for your before the close of business today.
Thanks
The @home Customer Care Division
Thankfully, I received the chair on Saturday and a gift voucher for the inconvenience caused. I am happy that this matter has finally been resolved. Thank you to all that assisted in rectifying this!
Thankfully, I received the chair on Saturday and a gift voucher for the inconvenience caused. I am happy that this matter has finally been resolved. Thank you to all that assisted in rectifying this!
Hello Anisha
We are happy that this has been resolved to your satisfaction. Have a pleasant week ahead.
Thanks
The @home Customer Care Division
Hello Anisha
We are happy that this has been resolved to your satisfaction. Have a pleasant week ahead.
Thanks
The @home Customer Care Division