Pathetic service from Leather Gallery

On Friday the 7th of January 2022 I stepped in Leather Gallary in Galleria Mall looking to buy scatter cushions. To my wife and I surprise we saw that the scatter cushions were actually on sale from R849 marked down to R499. I then said to the sales lady by the name of Thobe I want to buy the cushions she then said wait let me first check on our system if it's still on promo.

She then came back and told me sorry sir our promotion ended yesterday(yet the price tags still reflected R499). I then went straight to the store manager by the name of Fatima to advise her that I should get those cushion on that promotional price I saw because that was their negligence by not changing the price tags.

Fatima then told me that there's nothing she can do as she's not the decision maker and this is a family business and they are away on holiday coming back on Monday the 10th of January 2022, the lady didn't even give me the time or day to try and assist me on a store level as a manager and she had an attitude about the whole situation. So then I was advised by both ladies Fatima and Thobe that they will get back to me once they have spoken to the decision makers that are on holiday and I should expect a call on Monday latest Tuesday, and so I waited and as I expected no one called me as I had to call them myself on Wednesday to check on the feedback that I was awaiting for.

When I called Thobe she then advised me she is off and I should wait for her to get back to work for her to give me feedback and I said my lady it doesn't work like that as I was awaiting your call and you didn't get back to me until I had to call, she then said she will call me back as she needs to call the store and find out if feedback was given, while she was doing that I called the store myself and Fatima answered and we spoke and she advised me Thobe is off etc and that she is the person that was dealing with my query, I said I am aware that she's off and I need her to give me an update on my query and then she advised Thobe will get back to me.

Now I didn't get that part because she's the manager she runs the store but she can't even handle queries herself on behalf of the staff that's off. A while later Thobe gets back to me and says " they have refused to sell the cushions to you on the promotional price and I said alright fine can you provide me with a contact number where I can put through a complaint, Thobe decided not to respond to me until I requested again the following day and still she didn't respond to me.

I then took it apon myself to get the contacts details and I called their customer complaint department and I spoke to Sne and explained everything and she sounded like she was willing to help as she apologized on behalf of Leather Gallary and the Galleria branch and she said she's going to get to the bottom of this and get back to me and until today she is getting back to me as I ended up calling in myself requesting for feedback.

I then got through to Mandy as she explained that Sne has stepped out but she will tell her to call me back when she gets back, so Mandy asks for my name and I tell her it's Teddy then she starts laughing saying she has never heard of anyone called Teddy and she was continually laughing instead of helping(which normal person apprehends such unbecoming behavior to a customer).She then she says she can also help,so i tell her the story briefly but she wasn't actually interested in helping as she had a dirty attitude herself telling me it's only cushions and she will tell Sne that I called and I advised her that I will report her for her stinky attitude that's she's giving a customer and she was never bothered. One would swear Mandy was hired for a ****a shop, she is literally the pits and will create reputational damage to your business. Where did you even get her from because clearly she doesn't give two hoots about your business. She is recipe for disasters,mark my words.

The long and short of it Leather Gallary and it's ladies have no customer service at all and their staff have a very stinky attitudes especially Fatima and the Mandy lady, terrible to the core.

I even told this Mandy lady that I have requested to speak to the owner Terry but no one is willing to transfer me, I specifically requested to speak to the owner because i knew I was about to embark on another situation of an *********** individual, Mandy then advised me "NO ONE SPEAKS TO TERRY ON THE FIRST CALL" and mind you this was my second call calling querying about this.

I am so disgusted and have no words to explain the type of treatment this company has given. A company should pride itself in being customer centric irrespective of the magnitude and value of product. Leather Gallary and its staff are appalling. From a store level to a customer service level, they don't have or understand the basics to maintaining and building on a brand that prioritizes customers and showcases professionalism and ethics. Totally disgusted. Such an atrocious experience.