Pathetic manager and service

This complaint is about house and home in Baywest mall and their manager Wesley.

I bought a fridge from house and home and scheduled for the delivery to be done on Sunday, the sales rep in store assured me that the delivery will be done on Sunday midday. When the fridge arrived on Sunday, it had a large scratch on the front of the fridges silver surface. The driver and staff that came to the house tried to persuade my girlfriend to sign for the fridge even though she had repeatedly told them that the fridge is damaged. due to the scratch we rejected the fridge and asked to be supp**** with another. At around 5 o clock the same day I had called and spoken to their stock handler who said that she will get back to me later on in the day regarding the delivery of another fridge. No communication came back from the stock handler on the same day.

The following day(Monday) I had called house and home early in the morning to find out what has happened to the fridge, why it was not delivered and when the next delivery would be as I had groceries now going off in my house. He lady who answered the call once again said that she will call me back with the information regarding my delivery. At around 12pm the same day I called them again as once again I had recieved no communication regarding the fridge. They transfered my call to the stock controller who did not pick up the phone. At around 3pm, I went into baywest mall to confront the staff as to what the status is about my delivery as it was approaching 24hours of zero communication regarding the delivery of the fridge. I spoke to the manager who then ushered me to a fridge claiming that it was the same fridge that I had sent back, to which he did not see a problem. We have photographic evidence of the scratch to which I offered to show him when my girlfriend had come through to which he shrugged off. We then spoke to the stock controller who said the delivery would be made by 5pm.Why is it that I had to waste my time to come get the information from the store, why would they not give the information over the phone.

That's not all. A new fridge arrived at around 5pm, this fridge had been dented on both sides of the fridge. The driver and staff that came with said that this had been the last fridge in the warehouse and we would have to wait months before another fridge arrived. At this point I called the store and spoke to the manager yet again. I explained to him that I paid for a brand new fridge not one that had been dented or bumped around and asked him what the way forward would be as this is unacceptable. He u says that nothing can be done either I take the fridge or I don't. I explain to him that this is house and homes problem they lack quality assurance in the warehouse itself and that it should not be the customer's problem to deal with. I explain that I have food rotting as it's been out of the fridge now for 2 days. His response is that I should claim it from my house hold insurance as he has nothing to do with that.

This is pathetic management and even more pathetic from the house and home brand and warehouse. We don't pay you thousands of Rands for damaged goods. I will never shop at house and home again.