Unsatisfactory Service Lewis Stores

I recently opened an account at Lewis store Pritcard Street Branch. I purchased goods for R40 000 in April, due to me moving homes I advised them to deliver at the end of May. The delivery was made however my account was debited for the 1st installment before I even received the goods it was a nightmare getting my refund eventually head office was able to assist and refund me.

Ever since I've been dealing with this branch they have proven to be unprofessional a few weeks ago I opened my new Fridge only to find that it had scratches on it. When it was delivered firstly it was not delivered in a box it was just covered in plastic cling wrap. I logged a complaint with customer service on the 17 June 2021 for this issue they weren't very helpful and advised I deal directly with the branch.

Thereafter I contacted the branch manager Michael who said he would sort it out and I should send him pictures which I did. I did not receive an immediate response to my messages until he came to my house a few days later to see the fridge that was last week. He said he would arrange for a replacement once the debit order for June had gone off. A demo fridge was sold to me as a new fridge and I was not even advised by the branch. They had ample time since I gave them more than a month's notice for delivery. Michael advised when he came to see the fridge that the fridge I purchased was discontinued. And they also did not have stock I was not aware of this as I would have never opted for a display/demo fridge with scratches. He insisted that the fridge was not scratched it was just the plastic cover but clearly on the door panel as well you can view the scratches. We supposed to do a swap out after the debit order goes off this has still not been done to date.

On the 29th I tried calling the branch because the debit order didnt go off my account on the 25th I could not get hold of them the branch number just kept ringing.

Someone from customer care head office called me yesterday to follow up if my complaint was resolved they advised they would contact the branch. The branch manager Michael called my wife and sent me the banking details upon transferring the money the account number was invalid I tried both via the FNB app and ATM issue still persisted. I advised the branch today of the issue and a lady by name of Zim B called me and advised that I should transfer the money into her personal bank account and she will then pay it for me. What type of legal nonsense is this. The branch has been very unprofessional in resolving my complaints and now I have to deal with this. I'm very disappointed I'm at a point where I feel like just canceling this deal and giving their stuff back. The service I've received is pathetic to say the least. The complementary gift I even received was damaged it had full stains on it when I complained about it Michael advised that the store is currently being revamped not sure how that is supposed to be my problem and that's the reason they took the fridge out of the box.

I would like this complaint to be urgently looked into.