Horrible service delivery and complete lack of communication

I am writing to formally express my dissatisfaction with the service I received at your branch on Friday, 10/10/2025. I brought my vehicle in for the driver seat cover replacement, and the experience was entirely unacceptable from both a communication and service delivery standpoint.

Despite arriving well before opening hours and standing in line an hour before the branch opened, my vehicle was only completed after 10 hours — far beyond any reasonable expectation for the work required. What made matters worse was the complete lack of communication throughout the day. I had to initiate contact myself to get any update, and even then, I was inaccurately informed that the car would be ready by 17h00. When I arrived at that time, the work was still not completed.

When I queried the delay, the service consultant initially attempted to shift the blame by falsely claiming I had brought the vehicle in late. Only after I corrected him did he admit that another car from the previous day still needed servicing and that a vehicle brought in after mine had mistakenly been prioritized.

I then asked how long this particular service normally takes, and was told six hours — yet the job card clearly indicated a duration of 1.5 hours. This misleading response, on top of the earlier dishonesty, was unacceptable.

I found the overall handling of this situation to be unprofessional and deeply frustrating. I expect better transparency, time management, and basic customer communication from a service provider of your reputation.

I trust this matter will be taken seriously and used as an opportunity to address internal process issues so that other customers are not subjected to similar treatment.