Disgusted by Homechoice

Dear HomeChoice,

I am writing to express my extreme dissatisfaction with the appalling service and unprofessionalism I have encountered in relation to my recent orders (***4 and ***1). The level of incompetence and inconvenience I have faced is unacceptable and has left me thoroughly disgusted.

I placed an order for a YonaSense 10-piece comforter set and, unfortunately, due to a system error, the order and payment was duplicated. Immediately after noticing this, I contacted your call center to inform them of the issue and was assured by the agent that one of the orders will be redirected and the other order would proceed as normal. I was told that everything would be processed accordingly, with one parcel being delivered and the other canceled.

Despite my prompt action to resolve the issue, the subsequent experience has been nothing short of a nightmare. I waited for two weeks, only to receive an SMS stating that there had been a 1st attempt to contact me, which failed. I did not receive any calls from the courier during this time. Then, a few days later, I received another SMS claiming that my parcel had been delivered. However, no such delivery was made to me.

To my utter shock, I discovered that not only had one item been returned, but both of them had been returned, despite my clear instructions that only one order should be canceled and redirected. I have since called your call center multiple times, only to be met with *********** agents who were unable to assist me. My requests to speak with supervisors or team leaders were ignored, and I was left without any explanation or resolution.

This entire situation is unacceptable. I demand to know why both items were returned instead of just the one as initially agreed. Who was responsible for this decision, and why was I sent misinformed SMS implying that the delivery of the other order has taken place? This has caused me significant inconvenience, and I am now left without the product I ordered and without any clear resolution.

I have requested a refund for both orders, but I feel compelled to formally lodge this complaint to ensure that this matter is taken seriously. I also want to make it clear that this experience has severely damaged my perception of HomeChoice, and I will be advising others to reconsider doing business with your company.

I expect a prompt and satisfactory response to this complaint, including a full explanation and resolution.

Yours sincerely, Khethiwe Msomi