POOR SERVICE MR PRICE HOME

What a horrid experience Ive had with Mr Price Home. While I understand that we are going through a lockdown, it is not an unrealistic to expect that a company as large as MR Price would be able to communicate delivery dates. On the 16th after the ministers’ announcement that orders could be despatched, I quickly went to track my order using my track my order option. My order had yet to be delivered. The next day I checked my order and this time my single order had two statuses, one status said ready to be shipped, the other said shipped. This confused me because how can one order have multiple statuses. I went into the status of the shipped order and found that it had a further status that said had no backstamps, I had no idea what that meant so I called Mr Price home. I was informed by the agent that the orders would come at different times as somewhere handed to a courier company as they were small items and that they would deliver furniture. She then said it was likely the order would be delivered in two days.

Two days came and went. I went back into their tracking system and noticed that the original backstamps date had changed from the 18th to the 20th. I then contacted the twitter account to find out when my order would be coming, they advised I email Mr Price Help. I emailed Mr Price help and told them that I noticed that the courier company dates had changed from the day prior, unfortunately I did not have a screen shot of the first change but I included that days screen shot. My delivery day was the 20th, the 20th came and left without delivery. I never received feedback from their help desk either. On the 21st in the morning I checked if anything had changed on their tracking information, lone behold the date had changed to the 21st. I sent this to the help email address and again didn’t receive a response.

Around 13:00 I suddenly got a call Mr Price that delivery had arrived unexpectedly. I told the driver I was around the corner and opened the gate for him. I told him to wait for me there. 5 minutes later I got home and was told he had just left. I opened my box to check my items. One of my items was broken. He had taken my helpers name , no signature, without unboxing and left a broken lantern. A very sly move in my opinion from the courier company’s employee.

But do you know how this issue could have been avoided clear communication on delivery. Not rolling over deliveries without communication such that customers are uncertain about when to expect delivery. This has been the worst delivery experience I have had and honestly has left a bad taste in my mouth with regards to Mr Price. I then had to figure out who to call with regards to he issue. I called the call centre 3 times. The first call was 21 minutes then disconnected, the second call was 15 minutes then disconnected, I only got through on the third call at 25 minutes. While I was helped by Nqobile in the end- I say this with caution because my product has not been replaced yet – I have spent so much of my time and resources trying to resolve this issue.

1. On social media: 3 messages, 3 direct message 2. On the phone 1hour 30 minutes on the phone -with my airtime 3. On email 4 emails All to figure out where deliver is and to fix an error that wasn’t picked up at delivery because I wasn’t there. What a disappointment. Do better! Being delayed because of these unprecedented times is not the issue, your lack of planning around communication is the problem.