Horrible service received at the house and home Fourways branch at the hands of the store manager Ellen Nkosi

On the 30th of September 2021 my sister laybyed a HiSense microwave (327839) from your House and Home Eastrand mall brand. The last payment for the item was made on the 31st of January 2022 a few days after receiving a payment reminder call. Upon calling to arrange for the item to be collected from the Fourways branch my sister was told that the item was not in stock and that she would be notified when the item was in stock. However she and myself have been the ones to constantly call and follow up on this. During our many visits to the Fourways branch we were given the date of the 15th for stock availability however the date came and passed with no communication. I then called the ERM branch on behalf of my sister to enquire and was told that the microwave was now available and comm would be sent to Fourways to arrange collection. Once that was arranged my sister received a call from ERM that the microwave would arrive at the Fourways branch on Saturday the 19th of February and that Fourways would be in contact with her. She called in on the Saturday and still the item wasn’t in store as per the lady who picked up the phone. Then she decided to call again on Monday and the lady who answered the phone passed the phone on to the manager who stated that she would call back when she has called the Eastrand branch. Yet the day still ended and no call was received from the #Fourways branch. On Tuesday, 22 February my sister then then called the branch again asking if the microwave had arrived and she was told that they still had no microwave and they would inquire or get one of the guys Daniel to call back. 30 minutes had passed and still no feedback was given and that’s when she called again and she was still told that Daniel would call back she stated she went to speak to someone else as no one has been calling back even though they promised to call back. The phone was finally given to the manager again who took down her details and said she would get Daniel to call back. After a few minutes Daniel finally called stating that there was no record of a laybye under the specific surname and that my sister should herself call the Eastrand mall branch to find out what’s happening. At this point you can imagine how frustrated we both were as we trying to sort this issue out. My sister then told Daniel to call the Eastrand mall branch himself to find out what is going on as the issue of loading the laybye onto the system has nothing to do with her but it has to be a house and home issue. A few minutes later Daniel called back to confirm that they all of a sudden have the microwave and that Eastrand mall has sent the paperwork needed for the collection. Upon arrival to the store she was made to wait for more than 10 minutes before she could get assistance then when finally someone did assist had to wait another 20 minutes for the manager who was out of the store to come because she doesn’t have the original paperwork as she got ****** but only has pictures of the paperwork. When explaining the issue to the manager the manager simply said that she is addressing the issue with the wrong people and the Eastrand mall people should be the ones that are dealing with the issue however Eastrand as far as we know sent through the paperwork needed to the Fourways branch however the Fourways branch are the ones that haven’t done the things that they were supposed to do. The manager finally asked my sister to send through an email of the documents so that they could be printed out which I did on her behalf as she does not have access to her emails. My sister was then left on the floor unattended by the manager for more than 45 minutes, after that 45 minutes the manager then walked to my sister to tell her that the email was not received. I mean how long does it take for you to see that an email did not come through, had she come in time to let my sister know that she didn’t receive the email then another 500 more emails would’ve been sent to her to ensure that she does receive the right email and in time. I’m specifically appalled by the attitude given by a store manager Ellen Nkosi, I mean we work in retail as well and run stores of our own however you will never see us treat or speak to customers the way your #Fourways manager speaks to and treats customers. The plan was to purchase a TV upon collection of the microwave which will not be happening at any house and home branch because of the service experienced in the fourways branch