Non existent customer service at House & Home Maerua, Windhoek

House & Home Maerua Mall in Windhoek has the worst customer service I have ever experienced. Our first complaint about defect mattress and the quality thereof, about 2 years ago, took months to resolve and eventually was replace with a new one.

Fast forward 6-7 months and the apparently new mattress follows in the footsteps on mattress number 1. My wife contacts the store and is requested to sent photos etc. which is duly done. Promises are been made that it will be taken care of. After a few weeks, we still get no response to call and messages. We go into the store, and the sales guy is on leave. Speak to store manager, who stated he will take care of this. Days goes by with no response, phone not answered, etc.

Seeing that House & Home is owned by Shoprite, I send a email complaining about the service to Shoprite. Same afternoon, my wife receives a message from House & Home with a photo of an order stating the new mattress has been ordered.

This is now 2 weeks later, no mattress, no response from House & Home, No response from Shoprite. Sales guy at House & Home not responding to calls or messages.

I cannot understand why it is so difficult to keep us informed.