Hellopeter
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1 reviews | Active since Jan 2017

15 Feb 2018, 12:18

Wrong Order and Very Little Help Forthcoming!

On 10 Feb I placed an order for a table lamp. Delivery was fast, a parcel arrived on 11 Feb. It arrived very quickly, but was not what I had ordered. I received a lampshade. That's all. On top of this inside the box was somebody else's invoice - not even for an @home order, but for a polo neck top!

I emailed on 12 Feb, giving pictures of both the box with the lampshade in and the invoice. I have heard nothing back. So this morning I phoned the call centre. I was told that an investigation would need to be launched and I would have to wait up to 48 hours to get a response to my complaint. On top of this, the agent told me that there is no stock of the lamp I ordered and paid for.

1. You sold me an item that you do not have stock of. 2. I have to wait 2 days for an investigation to be concluded on your side to receive a response (not a refund, just a response!) 3. How do you get to pack a wrong order, and then also put in a totally unrelated invoice for stock you do not even carry?

Seriously @home! This was my first online order, and a total disaster.

The table lamp cost me R799. If you cannot source what I ordered and paid for from one of your stores, deliver the right thing and take back what you delivered, I want my money back. NOW please. Whatever you have to do to investigate the warehousing problems on your side and however long that takes you is not my problem.

This is your error, and your customer service is appalling. Kindly fix the issue without inconveniencing me any more to convenience yourselves.

0
Replies (9)
@Home
@Home's reply15 Feb 2018, 12:23
Official

Hello Barbara Walsh

Thank you for taking the time to send us this feedback. We have immediately escalated this to the Online Team who will contact you directly to assist.

Thanks

The @home Customer Care Division

Best regards,

's update15 Feb 2018, 12:25
Reviewer Update
You are the 3rd response I have received from various channels telling me you are escalating the problem - I have also complained via your call centre and Facebook. Nobody has been in contact. Can I have some idea of when I can expect some feedback????
@Home
@Home's reply15 Feb 2018, 12:46
Official

Hello Barbara Walsh

I have asked that they assist as a matter of urgency. Could you please allow us till the close of business today to investigate and give you feedback on a way forward.

Your reference is RM111571

Thanks

The @home Customer Care Division

Best regards,

@Home
@Home's reply15 Feb 2018, 12:46
Official

Hello Barbara Walsh

I have asked that they assist as a matter of urgency. Could you please allow us till the close of business today to investigate and give you feedback on a way forward.

Your reference is RM111571

Thanks

The @home Customer Care Division

Best regards,

@Home
@Home's reply15 Feb 2018, 12:46
Official

Hello Barbara Walsh

I have asked that they assist as a matter of urgency. Could you please allow us till the close of business today to investigate and give you feedback on a way forward.

Your reference is RM111571

Thanks

The @home Customer Care Division

Best regards,

@Home
@Home's reply15 Feb 2018, 12:46
Official

Hello Barbara Walsh

I have asked that they assist as a matter of urgency. Could you please allow us till the close of business today to investigate and give you feedback on a way forward.

Your reference is RM111571

Thanks

The @home Customer Care Division

Best regards,

's update15 Feb 2018, 17:36
Reviewer Update
Well I waited until close of business as you requested. It is now 17:35 and there has been ZERO feedback. Clearly there is little urgency about the matter, and I need to escalate it further myself.
's update16 Feb 2018, 12:06
Reviewer Update
Good day Barbara Thank you for your patience with regards to the query in subject. Reference number: RM111506 After a thorough investigation with our Distribution Centre involved, we regret to inform you that the item you’ve purchased with us – “table lamp tripod wood w/natural shade 45cm” (SKU ID: ********** 2_33) is oversold and no longer in stock. We unfortunately are unable to replace this item or the missing piece and therefore arranged a collection in order to process the refund for you. All collection time frames are 3-10 working days. The courier will make contact with you to arrange a suitable date and time for the collection. When the item is returned back to the distribution centre the refund process will commence. Please allow 5-10 working days for the refund to complete starting after the day of collection. We do appreciate your business and support. Kind regards Aghmad Richards
's update16 Feb 2018, 12:08
Reviewer Update
THIS IS TOTALLY UNACCEPTABLE!!!! • I placed the order on 10 February, and paid in full, in advance as is required by you. • I receive the order on 11 February, to discover that your company has packed the order incorrectly, left out half the item and put the incorrect sales invoice into the box. • I sent an email on 12 February to bring this to your attention. • It has taken 4 days to get a response from anybody, after having resorted to a call to your call centre, 3 complaints via Facebook and a Hello Peter complaint. • You tell me that the item was oversold and no longer in stock. • You respond to tell me that the collection time frame can take up to 10 working days, and thereafter the refund can take up to 10 working days. So you expect me to wait for up to 26 days from the time I paid for the order to the time I finally get to receive my money back??? THIS IS, BY YOUR OWN ADMISSION, YOUR MESS UP FROM START TO FINISH – FROM THE TIME YOUR COMPANY PACKED THE ORDER INCORRECTLY, OVERSELLING IT, AND DELIVERING HALF THE ITEM!!! And you expect me to be out of pocket for an unacceptable length of time and suffer the inconvenience of not receiving my order, while you take your time. Your customer service is BEYOND APPALLING – IT IS TOTALLY DISGUSTING! I certainly do not feel appreciated as a customer for my business and support. I feel abused. The least you could have offered to do is refund my money now, and take care of the rest of the process yourselves.