Horrible customer service staff and zero honesty at Homzy

e-mail sent to Homzy in Langlaagte: "Good day,

Kindly note that this is now a formal complaint about the pathetic customer service received from your store, for goods I paid cash for on 29 January 2025 with the promise to have them delivered in 3-4 weeks afterwards.

After sending the below e-mail, my son received a message on 28 February at 12:12pm saying – “Good day ####, your couch is ready, they just need to do QA then Monday or Tuesday that is when delivery can happen”; my son responded at 12:13 with :” Thank you, is there a time they can give us when delivery will happen or that will be discussed once everything is settled?’; a response at 12:25: “ It will be discussed once the QA is done which by tomorrow it should be done, then I will let you know so that you can choose which day would be perfect for you TO DELIVER, and if I may ask are you going to collect it yourself or must we deliver it”

On Tuesday at 08:58am: “ Good Morning ####, I enquired about your couch, remember I told you Monday or Tuesday it should be delivered, with regard to the QA the only thing they are busy with are the cushions I will let you know before the end of the day how far they are, am really sorry about the inconvenient”; response from my son at 09:07: “Good Morning, thank you for the update”

Yesterday, 5 March at 11:27: “Good Morning ####, your couch is done, please advise when you will be ready for delivery”; response at 11:35: “Good Morning, anytime today before 15:00 we are here so it can come now please”; at 11:42: “okay, I will schedule for tomorrow because today already the truck is out to deliver”; my son’s response at 12:58: “ Please schedule tomorrow’s delivery for 3pm as there will be nobody home before then”

Today, 6 March at 15:00, I personally called your *** number and spoke to a guy who on my second call introduced himself as Tidimalo. He asked for my order number which I did not have at the time and I asked if I could give him my surname and he agreed. I spelt my surname for him, he found my name on the system but said there was no order under my name, my son then came in and gave the order number which I read back to Tidimalo. He then stated that the order is under ###, and I confirmed that ### is my son. I then asked him exactly where my couch is and when will be delivered? He asked that I please give him 15 minutes and he would phone me back, something I have been hearing everytime I phone to enquire about my goods.

At exactly 15:30, 30 minutes after Tidimalo said he’d call in 15 minutes, I picked up the phone again and phoned *** and asked to speak to Ahmed Ali Ali Elsisi (the person listed on my receipt as the one who sold the couch to my son). Tidimalo told me Ahmed is not in the office today, I asked to speak to any other manager of the place, and I was told there were no managers available. When asking who is available, Tidimalo said it is only the customer service staff and staff on the floor. I then asked him if he is the same person who answered the phone when I phoned at 15:00, and he answered yes. I reminded him that he said he’d call me in 15 minutes, and now I am the one who is calling him again to follow up 30 minutes later! I also asked he could just tell me where my couch is, to which he responded it is on its way to be delivered. I asked him what time exactly will it be delivered and if it will be delivered at 12 midnight because we provided 3pm as our available time and there doesn’t seem to be anyone coming. He then became rude and kept repeating, “your couch will be delivered today” speaking over everything I am trying to say.

I then asked him for Ahmed’s number and he told me that they are not allowed to give out anyone’s numbers, I asked him to put me through to any manager I can speak to and he told me he can’t do that. “your couch will be delivered today” I then told him that I have been hearing the same promises over and over and I am now frustrated because, all I needed was for someone to pick up the phone and let me know that there were delays in the originally promised 3-4 weeks, whatever the delay was and that I must now only expect the couch in 6 weeks and not to be sent around and given false hope each time I phone. He then said to me it is not his fault that my couch is not delivered and that he is not the manufacturer.

It was at this point that I asked what his name was, that’s when he told me he is Tidimalo, I asked for his surname and told me he is not going to give me his surname, he further said that if I want his surname I must drive to Langlaagte, what am I going to do with his surname. I asked him if the directors and owners of Homzy know that this is how staff speaks to customers, he said how else am I expecting him to speak to me when I am attacking him as if he is the one who manufacturers couches, in fact, he only deals with online orders and not responsible for my order. I then asked him why did he not tell me that the first time I called so that I don’t waste my time and his, he said he was trying to help me. I asked him why did he promise to phone me in 15 minutes knowing very well that he was not going to phone and when I now phone 30 minutes later, he is still being rude when he is the one who works at the store and I am a customer who spent their hard earned money at the store with every right to be frustrated about the run-around I have been given, I then proceeded to ask him if I insulted him since speaking to him and he responded no, and I asked him why is he then being rude when I am simply asking when I should expect to receive the goods I paid for.

After telling him how disappointed I am that he says he is in customer service but speaks to customers in that manner, and telling him that I will be writing to the Homzy managers and directors to make them aware of their level of customer service at stores where customers bring them business, only then did he give a half-cooked apology. Before then, he boldly repeated that “your couch is on its way, if it is not delivered today then you can take whatever steps you want to take” I am quoting him verbatim, my son was sitting across me and his eyes popped when he heard a customer service person say that, especially one who works at a store with people who were more than happy to have him swipe my card and pay cash for goods and promise delivery with a smile.

To say I am appalled by the treatment I received from Homzy would be an understatement. I informed Tidimalo that I will be writing to management and this is the fulfilment of my promise. Then at exactly 16:39, my son got a call from a 075 *** **** number and the person said his name was Yasin/Yasim. This person said he is the one who is supposed to deliver the couch, when asked if he is at the gate, he said no, he is in Benoni, he is calling to request that he delivers the couch tomorrow because he is looking at the time and he is far and will be stuck in traffic since it will take him long to get here. I asked this person if it fair that I have been held hostage at home since Monday waiting for something that is never going to come and tomorrow will be day 5 that I have to make arrangements at work, giving the same excuse that I am expecting delivery, he answered that no it was not fair. I asked him why is it that when you take our money, you do it timeously but once the money is in your account, you don’t care about customers, he said that’s how it works but I am now speaking to him and he will make sure the couch is delivered because he didn’t know about the delivery until today, I must tell him what time will work for me!!!

I then asked my son what time he can be home and he said 11:00am, I told this Yasin/Yasim that if he is not at my gate by 11am tomorrow, 7 March 2025, he must not bother coming and that he must tell Ahmed to have my money in cash and I will come pick it up from the store myself. He then promised that he will be here before the given time.

At 16:53, my son got a call from ***. The person introduced himself as Tidi from Homzy, and claimed that he just got a call from the driver and the driver said to him we (customers) cancelled delivery for today because we are no longer available! My son asked him if it makes sense to him that I would be pressing for my couch to be brought today and then turn around and cancel delivery of the very couch I have been waiting for? My son asked him if he enquired with the driver where he was, and he said no he didn’t. My son then informed him that his driver is the one who phoned to tell us that he can’t come deliver the couch today because it is late and he is in Benoni and he is going to be stuck in traffic coming here. Tidi then asked that my son send a message stating what he just told him on the phone about his call with the driver. My son responded to him asking that Homzy sorts out whatever circus that is happening there and stop taking customers for fools, he further told him that I will be sending an email to complain about the whole ordeal.

Just be informed that this same complaint will be posted on Hello Peter, had I gone there to read your store reviews before sending my son to Langlaagte, I would never have bothered with wanting to buy anything from your store. I have however learnt my lesson and will be telling my family and friends to stay far away from your store unless they want to buy an expensive headache that comes with zero professionalism and zero ethics.

I am putting it on record, that should your lying driver not be at my gate by 11am on 7 March 2025 to deliver good quality goods with no defects, I want my money fully refunded tomorrow and not a day later."