Complaint

On the 1 September 2021 I went to House and Home Baywest Mall to purchased a plasma TV and I was served by Marlon who shows me different TV's. I wanted JVC product which one of them was on clearance sale and was the last one on display. Then Marlon organised paper work and I told him that I am not well and need to go fetch my kids from school then I will come back to fetch the TV. I then left and later came back. He let me sign some paper work and I asked him what i was signing for and he said for the TV. Then he asked to go infront with him as he was gonna get someone to help him to load TV in my car. When we were at the front door security asked Marlon if the TV screen has been checked and Marlon said that manager suppose to check with him but he is going to refuse. They took TV toward this manager guy and came back to me without checking it. The security lady say it again and Marlon said there is a plastic covering the screen which they never show me as the TV was already covered with plastic on the screen. And I even asked Marlon is everything fine with the TV and he said there is a plastic on it and i said to him I trust him for that. Marlon stamp invoices and asked me to sign and i also sign and asking to him what am i sign for? He said that i signing for TV is not damage. Then Marlon tick some blocks on those stamps i already signed. So the screen was not checked infront of myself and even they never checked screen with that manager. Marlon also never explain to me about policy when you buy TV on the display. When I arrived home i took the plastic around TV and I notice that on the TV screen there is no plastic covering it as Marlon mentioned. Then I start checking the screen and I noticed that there was a scratch on the screen. The shop was already closed when I notice this. I then called at 8h00 the next day to speak to Marlon and I was advised that Marlon will start working at 10am. I then called later and Marlon asked me to take a picture of this scratch but I advised him that when i take a pic it only show reflection of my room. Marlon gave me his cellphone number to send picture and after i told him that it doesn't show then he said he wiĺl do a video call to see this scratch which he never called me until Saturday where I went to the store to check on Marlon. Unfortunately he was off for the weekend and I was advised to speak to a complain's lady at the store. I explain everything to the lady and the lady told me that I was suppose to be explain about policy for buying TV on display whch it was not done. And she mentioned that the TV screen was supposed to be checked with me before leaving the store which Marlon never done it. Lady said he will speak to the store manager and she went and come back telling me that the store manager said there is nothing they can do as i have signed all the documents. I then asked the lady to call the store manager. Store manager came and did not even greet and introduce himself to me, he came and asked how can I help? Then I greeted him and told him that I am Mr Bukani. I started to to repeat myself of what happened and Store manager said according to the paper work as staff they have done everything right but I mentioned things that was not explain to me and the fact that Marlon told me that TV screen had plastic cover it and when arrived home there was nothing on the screen. Store manager said Marlon will work on Monday and he will ask him then call me. I then asked him (store manager) his name and he is Wesley Wolfaarvt. I waited for the call on Monday from Wesley which he never came back to me. On Tuesday afternoon I called the store and asked for Wesley and I mentioned that I was waited for his call yesterday and he said he didn't speak to Marlon as yet he will call him and call back. I find it very strange for the store manager not to apologize to his client for not honoring his promise to call his client. I felt as I was not a value client for this stoe whereas I spent R7499. I was so disappointed at Wesley. Wesley called me back after an hour and told me that nothing they can do as the TV left store in good condition and I saw scratch in my house. He never mention anything about anything I expained to him. I then asked for their complain email address and give me with pleasure. I am so disappointed with this pathetic service I recieved at this store and the way Wesley Wolfaarvt (store manager) treated my complain I felt as i was not a value customer. I bought my 1st TV at this store and Thando gave me a great service and that is why I came back to the store. I even say the same TV in other stores but because of the previous service i told myself I will but it at House and Home. I am really soooo sad and sorry to go back on this store and I get worst service ever. I will never ever go to this store and I will make sure that All my friends and family do not support House and Home stores as I will share this bad experience I had. I would also like House and Home to investigate my complaint and resolve it. I was not even explained about 7days return policy and I also notice that on the stamp i sighed for screen cracks NOT screen scratches.