Worst service and unreliable sales people - 1 star is a compliment

I shall not easily consider buying from Italtile Somerset West. Lots of empty promises and they could have cause me inconvenience and financial loss. This is the chain of events: Saturday 10 June 2023 I walked into Italtile Somerset West. Justin Gibson assists me in finding the best tiles for my dream project. I explained to him that the matter is a bit more complicated as they need to be available in Port Elizabeth (PE) and that CTM was not able to assist me. He assured me that there is no problem. He’ll arrange for an IBT and that the tiles will be available in PE. He did say that they are in the process of relocating into a new showroom and that the planned opening will be 22 June 2023. I confirmed that I only need the tiles at the beginning of July and that it should then be fine. Monday 12 June 2023 I arranged with Justin to pickup a sample He stated that the cost is R60 On arrival he also confirmed that the IBT transaction with PE is confirmed and that everything is in order. Monday 3 July 2023 I returned the tile and asked Justin if the tiles are in PE He said that the branch is operational but that they do not process transactions yet I said it is fortunate that I only need to pick-up the tiles as full payment was already made. (10/6/23)

Tuesday 11 July 2023 I send an e-mail asking if the tiles are available in PE Justin rep****: “Tiles they are actually on their route to the PE store and should be there by the weekend and ready for collection from Monday on”

I immediately called Justin and explained in no uncertain terms that I need the tiles for the weekend and not the Monday as I am driving to PE and that part of the reason was to discuss the tiles with the contractor. He confirmed that he’ll follow-up I send another e-mail confirming that we telephonically agreed that the tile will be available over the weekend. His reply stated: “I do apologise for the miss understanding and will ensure that the tiles are there and ready to be collected by the weekend, once I have confirmation, I will let you know the second I have confirmation, But please be assured that I will make sure the stock is there.”

Wednesday 12 July 2023 I send Justin another e-mail requesting some comfort that the tiles will be available. He rep****: “All is arranged and all is sorted for you to be able to collect on the weekend, I was told if the tiles get there earlier through out the day on Friday they will confirm with you and give you a call / give me a call and let me know so that I am able to let you know, but to be on the safer side, plan for collection on Saturday Morning as they have confirmed that you are able to collect then.”

Saturday 15 July 2023 I arrived at Italtile PE just after 8 am not having had any communication from Justin since the 12th Johan Kemper told me that they do not offload the truck until Saturday (as he apparently explained to somerset west) I asked him to go have a look. He returned with the devastating news that the tiles were not in the truck and that Justin is not in the office. I called Justin on his cell requesting a reason why he stole my money as I paid and received nothing in return. He started making excuses as to how he was told the tiles were loaded I asked him how it takes 5 weeks for tiles to be moved from Somerset to PE. He continuously moved the blame away from him without even attempting to resolve the matter. After spending more than 5 minutes on the phone listening to excuses I told Justin that he needs to do something to get my tiles to me on that day, immediately. Fortunately Johan came out and offered me tiles from another customer who did not need it immediately.