TERRIBLE CUSTOMER SERVICE LEVEL FROM LEWIS MARBLE HALL BRANCH

I opened an account with Lewis Store Marble Hall Branch, and that was the beginning of my nightmare. Delivery of the purchases was done on the 31st of October 2022. The wardrobe was assembled on the 02nd of November 2022, and it was discovered and a complaint for the wardrobe was logged with the Lewis Branch that the account was opened at, and pictures were also attached to the complaint. To my surprise a month after delivery of the 22.5kg washing machine it stopped working and a second complaint was logged with the Lewis Marble Hall Branch. The washing machine was collected and ‘repaired’ and delivered to my premises within the month of November 2022. About two weeks following the ‘repairs’ that were done, we experienced the very same problem with the washing machine and logged yet another complaint with the Lewis Marble Hall Branch, and the washing was yet again collected and ‘repaired’ and we were not informed as to why the washing machine required constant repairs. Fast forward to January 2023, the wardrobe complaint was still pending resolution and I was not receiving any form of contact from the branch concerning the complaint logged in November 2022. I then visited the branch in January 2023 and spoke to the manager who requested for me to give her more time to find a ‘brand new’ wardrobe from another branch and will issue delivery. Unfortunately, the wardrobe complaint was only finalised in late February 2023 after constant follow-ups and eventually made a comment that I will be taking this complaint further as I felt that I was being undermined by the Lewis Marble Hall Branch due to the patience I had and the fact that I am regarded as young. The washing machine started again with its issues where we cannot spin clothes and another complaint was logged in late February 2023 for the same issue and now being the third time. At this point it took longer than a week for this washing machine to be ‘repaired’ where I contacted the Lewis Head Office and spoke to customer complaint personnel by the name of Deidre and the washing machine was delivered on the 04th of March 2023, following the regional manager being involved in this complaint. On the 05th of March 2023, we tried to wash using the very same washing machine and the spinner was spinning, however, it made very irregular sounds when it did spin and I contacted the Lewis Marble Hall Branch and spoke to a lady by the name of Patience who informed me that the washing machine was delivered on Saturday the 04th of March 2023 and she is unable to assist me with a new complaint as the manager was admitted into hospital. Out of anger I may have exchanged unpleasant words to Patience for her to tell me that I need to wait for the manager whom she is unaware when she’ll return to log a complaint with. The very same day being the 06th of March 2023, I contacted Lewis Head Office and spoke the customer complaint personnel by the name of Deidre who contacted the regional manager and requested for her assistant and the regional manager confirmed to Deidre that she will investigate this query. However, this was not done as on the 09/10th of March 2023, I received a missed call from Lewis Head Office and when I returned the call I spoke to a customer complaint personnel by the name of Greg who firstly had incorrect information concerning when I actually contacted head office and would not let me speak and say my piece concerning this complaint and eventually requested for him to ask his team leader to refer the query to someone who’s going to actually assist me. Unfortunately, to my dismay NOTHING was done and yesterday the 22nd of March 2023, I contacted the Lewis Marble Hall Branch and spoke to the manager named Shirley, who confirmed that she is aware of my complaint, however, there isn’t much that she can do currently as they are unable to do deliveries, however, she will contact Lewis Head Office to follow-up on this issue they are experiencing and will contact me back.Unfortunately, Shirley did not contact me back and today the 23rd of March 2023, I contacted the Lewis Marble Hall Branch and spoke to a lady by the name of Mathapelo who confirmed that Shirley is again not around and that I should give her the opportunity to resolve this query when Shirley arrives tomorrow the 24th of March 2023. However, as a consumer who has been given the round around, I advised Mathapelo that I do not trust that she’s going to do anything about this, and she advised that I should take the matter legally and contact the Lewis Head Office and request to be directed to the regional branch manager for assistance.Further to this I contacted Lewis Head Office and was transferred to Deidre who confirmed that she was under the impression that the query was resolved as she was previously advised by the regional manager that she will arrange for a brand-new washing machine to be delivered to me. Deidre contacted the regional manager and was advised that they are in a meeting (very convenient), and she advised she has sent her an email and will revert to me with feedback. I believe that my consumer rights have been infringed by the service level I have been provided with as a customer.