BAD SERVICE / EMPTY PROMISES

I am extremely disappointed and frustrated with the service I have received from Lauren Blue Clothing. As Lauren Blue Clothing is the sole supplier of the school's tracksuits, I contacted your office beforehand and was advised that I could bring my grandson in to be measured for his tracksuit. Upon arriving at your warehouse, no one seemed to know who I was, why I was there, or who would assist me. After waiting approximately 20 minutes, I was eventually taken to the measuring department where measurements were taken, and my details, along with my grandson's name, surname, and class, were recorded. The following week, when I called to order, I was once again met with confusion. No one could locate my grandson's measurements or any record of my visit. Fortunately, I had taken a photograph of the measurements, which helped resolve the matter. Due to this issue, I was only able to place my order (#9678) on 7 April, despite having attended the measuring appointment weeks earlier. I paid R730 for one tracksuit, intending to first confirm that the sizing was correct before placing any further orders. Since then, I have spent countless hours making phone calls and following up on the status of my order. When the tracksuit finally arrived, it had not been manufactured according to the measurements that were taken. The pants were excessively long and the sizing was incorrect. We were then required to return the item and request an adjustment to the waist size, resulting in yet another delay. The entire experience has been extremely frustrating. The repeated follow-ups, lack of communication, lost measurements, delays, and incorrect sizing have fallen far below what one would reasonably expect from a company entrusted as the sole supplier of school uniforms. In the past, schools often had multiple suppliers available, allowing parents and guardians to choose where to purchase uniforms. Unfortunately, being limited to a single supplier means we have no alternative when service levels are poor. At this stage, I still do not know when we will receive the correctly sized pants. Given the amount paid and the time that has elapsed, I do not believe the level of service I have received is acceptable. I would appreciate an explanation for the delays and errors, as well as confirmation of when I can expect the corrected tracksuit pants to be delivered.