FALSE ADVERTISING AND UNACCEPTABLE CUSTOMER SERVICE

I purchased furniture at House and Home Centurion on Sunday, 19th December 2021. The salesperson, Dora processed the transaction and confirmed that the couches are available. We were informed by the salesperson that the couches will be delivered on Wednesday, December 22, 2021. On 21st December 2021 at 17h50pm, I was informed by Dora to my dismay and disappointment that the couches will not be delivered on Wednesday as promised. Due, to the fact that there are no available delivery vehicles that will transport the couches from their warehouse in Fourways to Centurion, despite earlier promises that were made to the contrary. I was offered alternative couches or to wait longer for delivery of the couches that I purchased. I went to Centurion mall House and Home on December 22nd, 2021, at 16h50pm to remedy the situation and speak to Dora as my salesperson who handled my purchase. I was informed that the couches were ordered, and the delay is due to Regional Manager prioritizing orders from other stores and clients, who paid via Layby for the same couches. Orders for Centurion mall were apparently not that important or prioritized, which is totally unacceptable and cannot be justified as I still do not have delivery of my couches. I spoke to the Centurion mall House and Home “Branch Manager”, whose attitude and lack of empathy to my situation does not qualify her for the position of authority that she holds and makes me doubt the caliber of House and Home’s training and recruitment. She was aloof and dismissive of my complaint and did not attempt to provide me as a valued client with viable solutions to my problem. She referred me back to our salesperson Dora after much protestation and arguing from my side and husband. The Centurion mall House and Home “Branch Manager”, promised to phone me or my husband on Friday, December 24th, 2021, with an update and this is the best that she can do. They do not deliver on weekend, and she is not certain when the truck will be available to collect the couches from their Fourways warehouse to deliver to Centurion. THIS IS FALSE ADVERTISING AS THE COUCHES THAT WE PAID FOR WERE NO LONGER DISPLAYED ON THE STORE FLOOR AND THE WAREHOUSE DOES NOT HAVE STOCK THAT WAS ORDERED. WE RECEIVED NO CONFIRMED DELIVERY DATE AND NO COMMITMENT TO RESOLVE MY PROBLEM. I personally think that is very bad service and completely unacceptable. I found the Centurion mall House and Home “Branch Manager “approach totally unprofessional and unacceptable. I hope that you would take this matter seriously and I wait with bated breath for a favorable response.

Lelethu Sono.