PATHETIC SERVICE

I am writing this email as a formal escalation and complaint regarding the completely unacceptable service I have received from HiFi Corporation (Boksburg branch), HiFi Corporation Head Office, Incredible Connection, and your call centre teams.

This matter has now dragged on since 20 January, and I am beyond frustrated.

Order & Delivery Failure

On 20 January, I placed an order for a chair costing approximately R2,000. When delivery was attempted, I was presented with a parcel that was clearly not new:

The feet of the chair were sticking out through the bottom of the box The box was torn and damaged The top of the packaging had been opened The parcel was clearly opened, resealed, and repacked The packaging was not factory sealed and not fit for delivery as a new product I refused delivery, correctly so, because I did not order an opened, damaged, or repacked item. I ordered a brand-new chair, sealed and in proper condition.

Endless Runaround Since 20 January

Since refusing the delivery, I have been sent in circles for days, now turning into weeks:

I have contacted the call centre repeatedly I have used the online chat, which is completely useless I have been met with rudeness, deflection, and zero ownership Every time I request to speak to a manager, I am blocked I have requested—not once, but more than 20 times—that a senior manager contact me No senior manager has contacted me to date Instead, I received a call from Petunia at the Boksburg branch, who provided no solution, only excuses and additional problems.

Aramex Excuse Is Unacceptable

I am now being told that you are waiting for confirmation from Aramex that the chair has been returned before taking action.

This is completely unacceptable.

I refused the delivery because it was opened and damaged The logistics between HiFi Corporation and Aramex are not my responsibility This confirmation could and should have been obtained days ago I should not be punished or delayed due to your internal logistics failures Worst Service I Have Ever Experienced

This is, without exaggeration, the worst service I have ever received from a retail company.

No ownership No accountability No senior management involvement No clear communication No urgency No respect for the customer For a company of your size, this level of service is embarrassing.

My Demand (Clear and Non-Negotiable)

Let me be very clear:

I expect delivery TODAY I expect a brand-new chair The chair must be in a sealed, unopened, undamaged box I do not care which branch or warehouse it comes from I do not accept further delays or excuses I ordered a product. I paid for a product. I expect that product to be delivered in new condition, as advertised.

Final Note

Nobody from management has contacted me to say:

“Sir, we acknowledge the failure, and your delivery is scheduled.”

That level of basic customer service has been completely absent.

I expect immediate confirmation today that my replacement delivery is happening today, without further conditions.

If this matter is not resolved immediately, I will have no option but to escalate this further through formal consumer channels.

I await your urgent response.