Worst experience I've ever had with a retail store.

I seldom write reviews - but I think this experience merits warning the public in Windhoek about House and Home in Maerua Mall.

Bought a fridge and freezer. Fridge not on promotion in-store as advertised on their website. 2h late on the delivery time organized with me. Delivered a fridge that had a huge dent in the front door (even marked so on the packaging - the store knowingly unloaded this damaged product to my kitchen). Delivered freezer had faulty hinges, a bent condenser coil, and a dent on the underside. I sent both back. I was asked to drive back into Windhoek the next day to facilitate an exchange. Wasted over 2h in-store the next day hashing out an exchange. No fridge stock in the warehouse, and not a single fridge of the same model available on the floor that wasn't superficially damaged. Willing to refund, but no option of electronic refund - I would have to be paid N$6000 in cash, and would have to come back to the store (again) once they eventually had enough cash on hand to refund me. At that stage, so frustrated with the situation, I resolved to accept a few scratches and small dents to the bodywork and picked the 'best' damaged fridge out of the lot that was available in-store. Delivery of new fridge and freezer same day afternoon. Freezer delivered had a huge dent on the side next to the inspection cover, and also dented on the underside. I sent it back again. They brought a new one same day (now the third freezer sent for delivery - finally, one that wasn't damaged). Fridge stayed, was switched on 5h later, and 24h later I transferred my old fridge's contents to the 'new' one. 2d later, I realized the fridge wasn't making cold and all my freezer compartment goods had thawed and started to waste. I sent the fridge back, now for repairs under warranty. Found out the following week that the fridge sold to me didn't have any gas in it. Got a message that the repair was done, with completely the wrong address scheduled for delivery back to me - had to correct this with the store myself, even though I had given them the correct details on day of purchase. I was told they were still testing it and would organize a delivery time with me. No further feedback. I had to call them myself by week's end to find out when delivery would happen, and managed to schedule a delivery time. Guess what: this time, 3h late on the delivery time organized with me.

Very clear that the store had no care for all the inconvenience they had put me through over the course of the 2w this ordeal played out. No responsibility, no accountability - just another day at the office. Was it unreasonable to expect a good quality, undamaged and working product, considering the money I had spent? Was it too much to ask for store personnel to treat me with empathy and support, and respect my time (especially regarding the delivery times scheduled)? Was it really so far a stretch to think that continued customer support, and maybe a sincere (and not half-baked like the one I got) apology for all the inconvenience, should be an appropriate course of action? Would you like it if you had an experience like this with a store?

I will never buy a product from this store again, nor recommend it to anyone I know. Poor after-sale service, horrible product management, and overall just a terrible experience. Since you don't seem to care, I'll be sure to spread the word. For shame to everyone that was involved and contributed to the mess made of this situation - you know who you are.

Windhoek, don't say you weren't warned.