Sales person ********* Sales Tactic and Switchboord Rude to me Captured on Recording

An 18-year-old bought an item cash on Friday, but they did not have stock in the store.He was assured he could pick it up at the store today (Monday) if he paid in full. He rented a vehicle at his expense to collect based on the reassurance and promise by the sales lady.

Clearly, she deceived him to make the sale because:

Come Monday, she conveniently was absent from work. Her Day off scheduled in advance.

This was CONFIRMED BY HER MANAGER IN A CALL RECORDED, who also agreed she should have been upfront.

So on Monday, we called MULTIPLE times to confirm whether the item was ready to collect.

The phone at the store was either ringing off the hook no answer, despite three operators being at switchboard, or it is engaged.

If the person answers you are transferred and hold on for ages.

After we were subjected to the endless holding whilst waiting for the manager, for feedback on what must we do as it was after 4 pm, the feeling was this was worse than calling a public institution.

Switchboard 1 when initially asked where was the Sales person today: Her response: Not here.

This is a pathetic response and definitely not customer centric. Pity this call was not recorded.

When asked where is she????....Day off.

Another pathetic response.

My response: "Strange, why did she not tell us she was Day off because she promised to call us on Monday."

Switchboard 1: "How would I know why the salesperson didn't tell you she would be absent".

Rude, but Fair enough, she could have framed her response better.

I asked her to get the manager to call me. That did not happen.

I called again.

SWITCHBOARD 2 answers.

I asked her name as I started the call, as I wanted to keep track of who was relaying my messages to the manager to call me. She blatantly refused to disclose her name, stating she NEEDS TO KNOW WHY I NEED HER NAME.

I explained that I called MULTIPLE TIMES, so as a customer, I must document who I spoke to.

She then proceeded to ignore me and give me the silent treatment. I kept saying Hello hello. Long silences ignoring me!!!!!!!

Eventually she gave me her name BUT repeated why I needed her name she NEEDED TO KNOW WHY I NEEDED HER NAME.

I recorded this call to demonstrate to the head office how their switchboard operates and to confirm whether it was against their staff policy to give out their names to customers who call multiple times without any joy. In summary: The cost of renting the vehicle for collection is now A LOSS. THE SALES PERSON SHOULD NOT BENEFIT FROM THE COMMISSION, THEREFORE I WILL ASK FOR A REFUND.

The manager did call me, and apologised when I explained his underhanded sales persons tactics and even worse switchboard operators manners. I demanded he discipline the staff but he wanted to hear "her version" as well. Customer is always right Sir!! And lucky i could prove it. I sent the recording of the conversation which thankfully I had on my phone to him.

Clearly on the recording his staff member is saying she needs to know why I need to know her name, despite me explaining I called MULTIPLE times hence wanted a record of who I spoke to each time. Simple as that.