The Shoprite Group - "House & Home" - 3 STRIKES, YOU'RE OUT!

Not a happy camper today. I'm usually extremely reluctant when making purchases via retail stores that I do not usually shop at. It was July 2020 when I walked pasted H&H Baywest Mall, Port Elizabeth and I thought it was my lucky day as they had great deals on everything I needed. That day, I purchased a SMART TV, refrigerator, washing machine and microwave. Spending over R20000.

Needless to say the service consultant was great and I wondered why I hadn't shopped here previously. I made payment for all my goods on the Saturday and my Monday/Tuesday, my goods were delivered (at a cost ofcourse). Here's what followed:

Strike 1 - I received a receipt with the total amount on it but no indication of the individual appliances I purchased, I queried this immediately. The H&H cashier was reluctant but I insisted and a "print out" was emailed to me reflecting my individual goods and the purchase prices thereof although the print out indicates that it is not a receipt - The first red flag was raised.

Strike 2 - The goods arrived, the washing machine's inner drum was completed shattered, shattered as soon as I unpacked it! The machine was collected and replaced immediately - no indication of a returns receipt received and new machine issued.

Strike 3 - It is now 11 months since I made this rather large purchase and my almost R7000 fridge now has hairline cracks developing inside, at the back and sides of the fridge. Hairline cracks? 11 months old? really? I raised a compliant via the H&H website last week - no response as expected. Today I called the customer service call centre, no empathy offered, no apology and rather directed me to the store. I just got off with the store and well the returns employee is on lunch! Wow!

Nonetheless, the available employee (receiving clerk) "logged" my complaint on the system and I received a SMS, hoping its from H&H because it does not indicate who it is from - My hopes are high as I just got off the phone with them.

They say, 3 strikes and you are out! H&H - Please get back to me, needless to say I have absolutely no confidence in your product quality or your customer service delivery.

Taryn Kannemeyer