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Tertia Naude'

1 reviews | Active since May 2012

21 Mar 2019, 06:07

Takes no responsibility, and lacks any customer service

After referring several of my customers to House shop, I will be sure to never do it again. Kevin was the consultant who helped me, promising delivery within 3 days, after a week and still no delivery, he kept on telling me it will arrive any day now. I decided to wait patiently for delivery, as I was accepting the basin on behalf of my client. I refer my clients to them directly, in order to save the client extra charges going thru me. I finally received the basin my client ordered and delivered it to her house myself. The client opened the basin along with the Kitchen installer after the December holidays for installation purposes only to find the basin she paid R 2822.93 for, has a crack along the top edge. She discussed this with the House Shop consultant and he informed her that she can purchase a new Flawed basin for an additional R 747.50 No one wants to construct their dream home with a flawed focal point in the Kitchen. The packaging was too short for the basin and torn on the side the basin was damaged. All this was then covered up with two layers of Bubble wrap. I called Kevin, who refused to talk to me and handed me off to Quintus. Quintus was quick to point out to me that I must surely see how ridiculous I am with my expectations. Yes Quintus, it is ridiculous for me to expect you to look after your paying customers. I will be sure to contact the other clients I also referred to you and tell them not to make use of your shoddy service. I also told Quintus that we will contact the Ombudsman, should he refuse to refund my client and this was his reply- “We will no longer be dealing with this. Tertia has already indicated that she will approach the Ombudsman so it is not in our interest to say anything more”

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Replies (1)
House Shop
House Shop's reply16 May 2019, 18:18
Official
 Tertia referred several of her customers to House Shop and never had a problem before. Tertia was helped by Terence and not Kevin. Tertia was promised the sink in 3 - 4 working days from the day she made payment. We received her payment on the 12 October 2018. She signed for the sink on 15 October 2018. We never heard a word from her again until her client emailed us on 19 March 2019 to tell us the sink had a crack. We specifically instructed Tertia, via email, to check the product before she signed for it so that if there was a problem, we could deal with it. We sent this instruction before she even made payment because we know there is a possibility that the courier could damage it in transport. She signed for it and now claims she did not check it. When she gave it to her customer, the customer also did not check it. They claim they left it in a "safe place" waiting until the builders install it. I explained to them that because so much time had passed and because they did not report the problem immediately, we could no longer claim from our insurance. We asked why they did not check it before signing for it, but they had no explanation. We asked why they hadn't checked its condition in the 5 months that they had possession of it, but no answer was given. We explained that the model that they wanted was out of stock and we explained that we had some flawed units left and we offered it at a reduced price to try to help the situation, but this offer was rejected with contempt. They then threatened us with the ombudsman whose job it is to deal with these types of disputes. We welcomed the opportunity to defend ourselves, but it seems they have not followed through with this complaint, choosing rather to bring their complaint to a public forum. We don't want unhappy customers but there must be reason app**** to every complaint. Please check anything you receive from anyone before you sign because signing for indicates that you are satisfied with its condition.