Pathetic Service

Firstly I'd like to say how flabbergasted I am with the service I have received from the Lewis store in Eldorado Park.

My house is fully furnished with appliances bought from Lewis which I have been happy with until recently. I mean, the consultant I've always dealt with was such a pleasure to work with, I was under the impression that all Lewis employees had that type of personality or morals, I have been receiving calls on a regular basis where I've been asked if I'm not interested to purchase anything else which I have been considering. All accounts I have had with Lewis has all been paid up, because I am trying to ensure that my payment record is clear and would not have a problem in the future.

Its rather frustrating where the Washing Machine I have bought suddenly stopped working, knowing that this thing should still be under some type of warranty, I went to the branch who told me I need to firstly wait for the Manager or another gentlemen to assist me to log the compliant and I was told what the information I would need to provide for this, I returned with the information, with no sense of urgency at all the compliant was logged. The so called manager logged it and advised that they will be in contact with me. I mean who can live without a washing machine ? A week past and I heard nothing from the store or the guys from Technifix, I called the number provided to me by the store and I was told that the guy that job was allocated to his son's girlfriend was giving birth so he couldn't get to the job. The guy eventually evaluated the appliance and took it for this to be fixed, we received the washing machine back 2 weeks later, with it making a funny noise. After using the appliance once the thing was dead, it did not wash, drain, rinse or even spin. We had to drain the water manually because the appliance refused to do anything. I called the technician who gave me another long story of I have to go back to the store, they should stop giving clients Technifix' numbers (This information I really was not interested in to be honest). I had to take time off work because the store refused to assist my mother. Getting to the store the guy called the technician told us a long story they will have to send out the guy again.

A week passed and I haven't received any feedback, not from the store and not from the technician people. I mean this has now caused this huge inconvenience already. The part that puts the cherry on top is I called to do a follow up on the 13 September and this being a week later where I am told, I am not their only Customer, they surely do have other clients as well. They guy no listening to a word I am saying, this has been going on for long then a month, when I made it clear that he is not listening to me, he said well I should take that up with the Branch Manager. To my surprise when I'm transferred to the Manager, this is one of their sales consultants that called me a few days before, to confirm if I'd like to purchase anything. I have had another incident with the fridge, where the draws broke and I was told that they don't cover the plastic things in the fridge which I understood but how do I accept this.

In personal opinion, I am also in an industry where Customer Service and Customer experience is what we strive for, I am trying to understand how one can just push around a requirement from a Customer. I mean I would personally put my head on a block if I was in the position to assist my Customer, ensuring that I would be making a difference in that Customers life. It's rather sad that people are in the position just for the money.

I have built a relationship with Lewis, just to find that I'm not that one who has broke this. I refuse to deal with anyone from the Eldorado Park store. How do I know trust anything they ever say when the heat is on and that is the response I receive. I am really disappointed by the treatment, I mean if this is the treatment received from being a loyal Customer I dread to think how anyone else is being treated.

I would appreciate an urgent response and I'd like to know how the situation with my Washing Machine would be resolved. I am on the verge of dropping it of at the store and demanding a refund.