MRP Parcel late according to delivery policies and bad treatment from staff in store.

I placed an order on 27 November 2020 for a few items on MRP home (#***), on 29 November I received an email notification stating that the parcel has been shipped and will be delivered at MRP Home Fourways mall within 5-7 working days. I waited for notification during that time frame to say that it has been delivered... nothing.

On the 12th of December, I thought “let me go in-store and just check if they have received it”. I was assisted by a lady (without a name badge) who informed me no it’s not in and I accepted it and left.

On the 13th of December at 10:17AM I started a WhatsApp conversation with an MRP customer care consultant called Nomah, who said that she checked and can confirm that the parcel has been delivered at the store (MRP Home Fourways) on 1 December 2020. I went back to the store that afternoon (13/12/2020) at around 15:15 to which I was assisted by NTABISENG who had such a bad attitude; it seemed as if she was forced to work. Ntabiseng went to the storage and came back, barking at me “it’s not here” and indicate the next customer to come through. To which I stopped it and said that MRP head office confirmed that the parcel has been delivered on 1/12/2020 and showed the message received from Nomah. Ntabiseng rolled her eyes at me and called a lady named Evelyn, who spoke to me like the dog dragged me there and proceeded to say that MRPhead office lies to customers and they can’t help me and that I am keeping up the line as if it’s my fault that there was 8 staff members hanging around at the tills but only 2 tills operating. I again tried to explain and show that MRP Head Office has confirmed that it was there to which the two of them (Ntabiseng and Evelyn) just proceeded to scan other goods on to the tills as if I am bothering them in their work.

Humiliated and frustrated, I decided to leave and try MRP customer care again because the parcel is in fact late according to your delivery policy of 5 – 7 days. I was put in contact with Sindisiwe, who at first did try to help but ended up being no help at all and also a bit snotty and rude, I explained to her that I was treated like garbage in-store by Ntabsiseng and Evelyn (I didn’t go into detail to avoid having long WhatsApp messages) and all she proceeded to say is that Ntabiseng confirmed that the parcel is available for collection - this was LITERALLY like 15/20minutes after me being in-store where NTABISENG said it’s not there, and the more I complained that I am not being assisted because there is such a lack of communication within the group, the more snotty Sindisiwe became towards me as well. Upon mentioning that I want to lodge a formal complaint against the Ntabiseng, Evelyn, and Sindisiwe, I all of a sudden received a notification that the parcel is ready for collection.

To be honest this is the 4th the MRP group has *****ed me like this so my patience isn’t very much with the group either. But please excuse my lack of patience because I had just returned home after being treated like garbage in store and find out that the same person who treated me like that 15 minutes earlier and saying my parcel is not there - could confirm that the parcel was in fact there all of a sudden to her head office.

I’m not sure who is bluffing who here, but in my opinion, your staff is *****ing and they tried to take a chance and get away with it AND I am also sure I am not the only one who is being treated like this!

I am not happy with this service, I was humiliated in-store by two of your staff members and treated horribly, I have had so many bad experiences where I suspected ***** and theft from the MRP group, but this was the final nail in the coffin.

This is not how customers, I am so disappointed that MRO had the audacity to waste my time and patience like this and tried to pull wool over my eyes!