Poor Customer Service

My wife placed an order on the 20th of June 2018 and during the process she changed her delivery address. She even got a change of address confirmation sms same day. All was well.

On Sunday the 24th of June we received a call from the people that we were renting from in Soweto telling us they received our order 2 days ago. They explained that they did tell the delivery guy that we have moved from that address 6 months ago and we now reside in Brits. He insisted on leaving the order there and get one of the people to sign for it. Without seeing ID copy of the customer or even call the customer.

Monday the 25th ofJune we called Client services and we spoke to Simphiwe, Reference ********** 95, who promised to log a query into this and promised that we will be called tomorrow, being Tuesday the 26th of June with response. We were not called on Tuesday as promised and decided to call again today, Wednesday 27th of June. We spoke to Cristel, Reference ********** 73. To be honest, she was very hostile to us on the call. It's like she wanted to pin the blame to the customer. Her customer care attitude sucked. She initially suggested that they will send a declaration form for my wife to sign and they will initiate a ***** investigation. It sounded like she was not listening to what we explained to her. I turned this down as there was no ***** here. The order was just delivered to the wrong address, and the people from our previous address had the decency to call us and inform us that our order was delivered there. What ***** was committed here.

She later put us on hold for 4+ minutes and later came back confirming that , Yes the customer did change address when placing an order, and secondly that Home Choice will go and collect the order, which will take 3 to 5 days. Unfortunately they cant resend the same order. My wife will be called to place a new order.

So, in your business, once you purchase you are no longer important as the way this is being treated is intolerable. We have wasted our airtime trying to get this simple thing resolved. The last time I checked, either the client need to sign with proof of Identification, or else appoint someone to sign on their behalf with proof of Identification of the client. If you've made a mistake be delivering to the wrong address, just admit and rectify your mistake. No need to treat your clients like this. Just turned off on your business conduct.

Unhappy client