Terrible Customer Service

<p>I purchased an item from Homechoice and there was nothing wrong with the device, it worked fine and then it just did not want to come on. I contacted Homechoice and they advised i will need to send it in for them to check up on it. I was unable to at that moment due to financial contraints and i advised Homechoice who then tried to check if they could collect it. The service i received from those agents wasn't bad at all, they tried to help me the best they could.</p> <p>Eventually, after a few months and the cold kicking in and my wife becoming pregnant, we needed this device to be fixed. I then posted it back and as per previous conversations i would be refunded back my postage fees so i thought i rather do it now 'coz i will still get the money back. All this time, BEFORE i sent the item back i was advised i would just need to send the prrof of postage and the funds will be deposited back to me and as per Homechoice instructions i followed them to the T.</p> <p>I emailed Homechoice the POP and i received an email advised me that the funds will be in my account after 10-21 working days which i emailed and thanked them for their prompt reply, as i received the reply a few hours later which is excellent.</p> <p>I then decide to call in just to follow up if the device was received and also just to confirm the bank details they have is correct. Biggest mistake calling in to Homechoice, there is a few competent agents that truely want to assist and then majority idiots(to be blunt). I got thorugh to a very rude Precious, who wothout taking any of my details told me upfront that i will not be getting any refund as there Terms&Conditions state if the device is being repaired no refunds for postage will be given. This made me furious as the entire time i have been communicating with Homechoice this was never told to me. I had to force her to take my details down so she could read the notes on my account so she knows what is happening but to my suprise, still it was like i was talking to my fish-3 second memory span. I could not take it with her so i asked for the agent that i spoke to who told me the postage will be refunded but conveniently she was not at work(regardless as soon I'll come to relaize, she wasn't the problem). I then spoke to a manager, i think his name is Godfrey. He suprisingly read the notes, took some time to understand what is happening and confirmed refund has been processed and i should receive it latest by 21/07/2017. Fine, i'm happy but still couldn't the agent just do this and not watse my time ? Godfrey even called me back to assist and i see now why he is a manager and precious is, well whatever you can call her. Refund query sorted.</p> <p>Today I call to follow up if Homechoice has received the device as tomorrow will be 3 weeks and Godfrey told me it will updated after 2 weeks. I get thorugh to and agent who tells me to hold once she answers and never comes back after 10minutes!!!! I redial and get Christal, who refuses to give me her surname as i now take down names and times of who and when i speak to so i know who i hold responsible for information given. She, also, does not take any of details down and blatantly tell me that it would not reflect now, it will only refelct after 3-4 weeks! This infuriated me and i advised her that i got different information from Godfrey, she says she not sure about that and what she know it won't reflect now! This makes me think there is no unity in Homechoice Customer Care, what kind of work ethics do you guys have ? is there no-one who takes responsibilty for a task ? You guys are so ready to shift blame instead of satisfying the clients needs. I requested for a Manager and spoke to Lavernia(not sure exact spelling) who then helpedme and even went onto the post office website to track my parcel, Hats off to you Laverne - i see as well why you are a manager. Overall, i think the most agents at homechoice customer care are lazy, arrogant and rude and have no compassion for their clients. You do not know what your clients are going through or what their circumstances are so when we call in we expect you to help us, that is your job. If you don't like it then leave your job and find soemthing that works for you. I never had a problem with Homechoice, i love Homechoice and I love to see you guys growing with more stock and different options and this is Beautiful but your biggest downfall is the agents that sit and answer your clients, who supposed to be servicing clients instead chasing us away.No-one wants to deal with a company that has arrogant and rude employees. So please maybe give them some training of how to be a Customer service agent or maybe they have their own issues that they need to deal with and its unfair paying clients have to deal with their foul service.</p>