HomeChoice

<p>I write this email to have a follow up done on a bed (Belmont Brown headboard & Footboard - Qeer) that was purchased from your stores by my mother EC Masemola, (an elder citizen) residing inTembisa.</p> <p> </p> <p>Upon purchase and delivery of the bed, we encountered a problem of having to wait for over 14days of having the bed to be assembled, which made the 14 day worry-free returns to lapse. We waited longer still to have it done, my mother kept on contacting Home Choice "HC" to ask when are their going to come to have this assembled or best thing is that they must come and collect the bed.</p> <p> </p> <p>After some weeks have passed, HC sent some guys to assemble the bed and they did so, however, this was done after the 14 days return policy. Now that the 14 days return policy has lapsed, my mother called HC to find out what is the next step as it's their fault in delaying the process and she could not rely on the return policy any more and/or query in time.</p> <p>She was advised that because it has been their fault they will overlook that period and provide her with additional days of refund. After some weeks of having the bed assembled , Mrs EC Masemola then called HC to notify them that she is not satisfied with the bed and can they come collect it. However, she was asked if the bed is still in the packaging and she did tell them that the packing has been discarded. She was told that they will send some people to come and check if it’s still in order and collect. She waited for over been a month, making calls in between finding out if they are still coming to collect the bed or what? Two months its been and still the bed is still at home.. There has been numerous calls and she has spoken to different agents within HomeChoice (on the 13 february 2017, Mrs EC Masemola spoke to Thembi, she then spoke to Christa, and Linda. On the 24 February my mother made another call to HC, and she spoke to Liezel and was referred again to Thembi, they had put her on hold until her airtime ran out. Again on the 27th February she called and spoke to Elrica who was a helpful and even gave her a reference number: REF ********** 01. To follow on these calls, I sent an email to HC on the 10 March 2017, stating the above issues, and I sitll havenot heard any form of response. I have done a follow-up email 06 April 2017, and HOPING they will respond to Mrs EC Masemola and come collect the bed. It's been way over all stating that they have logged a call for collection and it will not take 7 - 10 working days. It's been way over those number of days, we are now in the 3rd month and no collection. On the 10th of March 2017, I assisted my mother and sent an email requesting for assitance, I spoke to a lady by the name of Danielle, who was very helpful and she immediatley called my mother on the other line and spoke to her. On the 21st March, two gentlmen came by my mother's house to have a check on the item, and they had said it's in good condition and they will send someone to pick up once they have logged their calls for checking. We ae now in April and the bed still has not been collected.</p> <p><br />We are very disgusted by the treatment we have recieved from HomeChoice, especially to an elder citizen. I have been taking the initive to help my mother as it could be a language barrier issues but to my surprise the agents at Home Choice are very rude and don't know how to speak to their customers, namely a lady called Amanda, whom I spoke to today, being the 6th April 2017. she was very rude and told me that she will not call my mother as she is in an outbound centre and they have high volume of calls that they need to deal with. Making this situation as its unimportant. How is having a high volume of calls a customers problem? Why does Amanda not call her manager and ask the manager to deal with the call and call the account holder, as they cant' speak to me. Amanda you were very rude and need to learn to speak to customers.</p> <p> </p> <p>Can we please be assisted with this matter?</p> <p> </p>