Endless Escalations, Zero Resolution

I am extremely disappointed with the service I have received from Mr Price Home.

I was given a gift voucher and visited the Sandton store, where I found a mirror I wanted to purchase. Unfortunately, every mirror they had in stock was damaged. A staff member advised me that they could order the item online from the store and arrange for collection at the Greenstone branch, which is closest to my home. I was assured that the mirror would be available for collection the following Tuesday.

That was over a month ago.

Since then, I have visited the Greenstone branch every weekend trying to get an update. I have made countless phone calls, sent emails, and even used WhatsApp to follow up. Despite all these efforts, I still have no idea where the mirror is or when I can expect to receive it.

What is even more frustrating is the complete lack of communication and accountability. Every interaction follows the same script: I am told that the matter has been "escalated" and that someone will contact me. Yet no one ever does. I am forced to chase updates myself, only to receive the same empty promises over and over again.

The issue is no longer the delayed mirror; it is the appalling customer service. A simple order has turned into more than a month of wasted time, repeated trips to the store, and endless follow-ups with no resolution. It is unacceptable that neither the store nor customer service can provide a clear answer as to where the item is or take ownership of resolving the problem.

Mr Price has effectively held my gift voucher hostage while failing to deliver the product or provide any meaningful customer support. After this experience, I have completely lost confidence in the brand and will think twice before shopping at Mr Price again.

I would appreciate an urgent explanation, a definitive resolution, and some accountability from a company that appears to have forgotten the most basic principles of customer service.