Shocking Customer service

Writing this is one of things I never imagined doing, I have always been sceptical over tombstone businesses mainly because of what I've seen on TV and it took me a while before spotting a company I though had a good reputation and will get the job done seamlessly, to my dismay this company, Khaabo Tombstone, disappointed me beyond my expectation. We started off very well and when I was about to settle the invoice I found out that the tombstone doesn't come polished which costed me an additional R3000 to have the headstone and ledger polished, the sales person by the name of Spider told me in the beginning before even kicking off our relationship that their tombstones don't need any polishing they are of good quality so that's not necessary so I though Wow atleast I get to save on the added cost but obviously that was nonsense because in the end I had to pay. I didn't make a big issue about it as i just wanted the tombstone done and installed so I soldiered on and didn't complain to the company about it.

After settling I was advised that installation will be booked for the end of October which after a few weeks of settling and submitting the required documentation a call followed by an SMS was sent to be to confirm the installation between 26-30 October then later received a call that the 29th October Thursday they would install . I was very excited and let my family know so we made the necessary arrangements to get time off work and when I followed up the Tuesday 27th I was told that I was rescheduled for the following week and yet no one notified me.

I was then referred to the complaints person ,Mpho ,after I called to tell them I'm not happy with their service. On the 28th Mpho made promises he couldn't keep obviously that he will make sure that it's installed Monday the 2nd November because that is the date it was rescheduled to and apologized for the inconvenience. The Monday arrived and we waited and they never arrived, they didn't even bother to call me, I had to again call and find out where they are. One of the Management guy ,Ben, called and apologized and told me he will ensure that the tombstone will be installed the next day which materialized. The name was spelt incorrectly though after I sent a WhatsApp to the consultant called Faith and even paid the head office a visit to confirm that the spelling is corrected before it's engraved because I initially spelt it wrong. She reassured me that everything is in order she fixed the error. The headstone with the incorrect spelling had to go back and the next day they installed it without anyone being present and they chipped the headstone and now it looks like some second hand headstone. I then again called to report this and Mpho the complaints manager requested that I send him a picture which I did and to date he never bothered to respond.

Firstly as I conclude Khaabo has employed very *********** people, they know nothing about good customer experience some of them just don't know what they're doing, supplying customer with incorrect information etc. Secondly I regret ever doing business with you because throughout the installation process from beginning to end has been awful. Thirdly please deliver what you promised me as a customer and what I paid for, I trusted you and you FAILED me dismally. I'm not a celebrity yes but I deserve the same service you give their families because I doubt they go through what my family and I have gone through with your company.