Poor costumer service and very poor communication. Also false advertising about costumer service and complaint policy.

Good afternoon

This complaint if for the 50inc UHD curve TV that was brought in to House and Home Tyger Valley on Friday 28/08/2020. On 20/08/2020 I called House and Home Tyger Valley spoke to Porchia regarding my TV not working, bearing in mind the TV is only a month old. I explained to Porchia that the TV switches on but it keeps on loading not allowing you to do anything on the TV, Porchia informed me that she will log a call and that someone will come out to my house to look at the TV and see if they could fix it at my house. For 4 days I haven’t heard anything from her, on Wednesday 26/08/2020 she gave me a call just to inform me that they refuse to come out to my house due to covid reasons. I asked her how does she expect me to bring in the TV, she just apologized and said she understands but I have to bring in the TV myself. Never offering me if they can collect the TV. Never offering any other service just bring in the TV. The only time we could take in the TV was on 28/08/2020 due to both me and my husband working. With a huge struggle we managed to get the TV to House and Home in Tygervalley rapped in a blanket also bearing in mind me never got a box with the TV when we brought the TV a month ago. Explained the full story to them again, a guy came and took the TV from us to see what its doing. Upon switching the TV on with a HUGE shock we all stared at a cracked TV. I gave the TV one look and took a deep breath not knowing what to say next. Long story short the manager came out and informed me that he will book the TV in and see what they can do.

So here it is now – 1st if my one month old TV did not break and lasted like it was suppose to, I would have never sat in this situation where I am now typing this email. 2nd never did anyone ever offer me or ask me how I am getting the TV to House and Home, not knowing if I come with a bike or walking to the store. It was just said to me, bring in your TV. 3rd Now I get a call informing me that “sorry mam we can not fix your TV due to the in pack on the TV” Excuse me, if the TV was working like it was suppose to work the in pack on the TV would have never happened. (due to traveling with the TV)

I have been dealing with Chadley the manager form House and Home in Tyger Valley regarding the above and no luck up to today. He is unprofessional in his position not keep his costumer informed about anything. I have to call him to find out what is going on. This is really unacceptable from house and home. All over you web you declare that you are all fro costumer service and you valid every complaint that comes in. Up till now with this story all I have received from House and Home is bad costumer service and very very poor communication. I tried to call the area manager of Bellville, received his number form the head office Adrian, but again dead end no luck. I am now sick and tired of this. I would like a response back today still please.

I am sorry to say but I as a loyal customer from House and Home with my 3rd buy from you will not take the loss of R7000 of a TV I am not one of that customers that enjoy to complain, but I just feel in this case I am not stepping back and just accepting what was just said to me.

Your urgent response will be highly appreciated.