House and Home should consider a name change such as Horrific & Hopeless

<p>Bought a washing machine paid cash, only to find product to be damaged. Travelled the 55km to return damaged item to store. Approval of inspector to replace damaged item took 2 months. On the day of arranged collection I was contacted and told item was discontinued but another brand and colour was ordered which will reach branch in about 10days time. I requested a refund since not happy with offered option but since it was 30min before closing the store, I had to return the next day. During the 2 month waiting period I also ordered and paid in full for a patio set, which I was able to collect on the day I was suppose to received the washing machine. Travelled the 55km again only to find the 1 chair to be badly damaged. Travelled the 55km the next day to return the damaged chair since I was told with calling the branch 1st chair could be replaced with delivery that was on the way. On my arrival I struggled for more than an hour to be refunded after which I contacted another branch to assist me with area managers contact number. The horrific part in the 1st hour was that the acting manager named Andy actually said he doesn't have time for this client **** and want to return to his branch, and passed the query to the trainee manager(Nomkhita Tshobonga)who refused the refund. Area manager Derick was contacted and advised me that since I was only able to present a copy of invoice reflecting payment and didn't have the original slip when payment was made I had to go to a police station in George for a affidavite which I refused to do. Another call was made and I spoke to Ian who is senior management and he instructed Andy to do the refund, before the call was ended I managed to take down Ian's cellphone number. The trainee manager(Nomkhita) who was called to do the refund attended to client who opened an account, on which Andy rep**** that she wasn't suppose to open accounts and she was called to assist but took her time . On her return she kept on answering the telephone even though assistant was available to answer calls. I waited , and waited and then asked for receipt to acknowledge the return of damaged chair on which I was told a no document was needed since they will remember I returned the chair. Consistancy obviously non excisting on the one side refund refused due to copy of product purchased and not original till slip and then suddenly no document required. I demanded a slip but security was apparently needed to confirm the returned chair. Only 1 security guard was on the floor that day and missing in action. Another hour passed on which I phoned Ian on his cellphone informing him that I was still in the branch, haven't been refunded nor been issued with some sort of proof that a damaged item was returned. Another call followed to Andy from Ian but it was me who told the trainee manager that if she took one more phone call I will jump on the counter and make a seen. 2 1/2 hours waisted in the store before I had the refund and with a pen on a piece of paper it was written by hand that I returned a chair. I left the store and was contacted 15minutes before closing time to collect the replacement chair. Which I did and then travelled the 55 km back to home and realised that the chair cushions that was suppose to be included with the chairs wasn't received. I called the store the next day and was told by Nomkhitha(trainee manager) they forgot to included the cusions but wasn't sure if the cushions were at the warehouse which I had no idea where this was. I told her that no matter how she made arrangement she will make sure the cushions will be at the store ready for collections and we will not be driving around in George looking for a warehouse. Once again travelled the 55km to George for patio chair cushions, by this time I was beyhond keeping my cool. Before this horrific experience and staff attitude I still wanted to buy a refrigerator. However no House and Home store will ever be considered by me again nor will I buy anything from them not even a door mat. This was by far my worst shopping experience ever. It's very obvious that I'm not the only client who has been treated like this. On the 2 1/2 hour waiting day the client before me left the store with a remark of "best of luck you going to need it". The phone calls taken by Nomkhitha echoed the voice of unhappy clients actually yelling and requesting her name and the spelling thereof. I would suggest that senior management seriously consider how House & Home defines customer care and services since this became very clear to me even after an email to head office I was advised to ensure snr management was notified because this experience reflects anything but a House and Home .</p>