Refusing to fix their mistake because of ridiculous policy

This is now the second strike for Mr Price Home and their disgraceful excuse for customer service.

We purchased a boxed, unassembled piece of furniture in store. It came with two identical instruction pages instead of all the needed pages. We called the store to ask for the correct instructions and they sent a completely different set of instructions for the item that was again incomplete.

When we finally had time to assemble it using our own logic, the only available support was via WhatsApp. We thought we’d try once more but the WhatsApp team flat-out refused to help because it was an in-store purchase. Are you joking? Mr Price already has our money so why should it matter where we bought it? If this exact item had been delivered from their online store, it would still be missing instructions. In that case they even said they would have escalated it and gotten their team to email us. Why is there this nonsensical divide between an online and instore team? Make 2 different companies then. So the quality of service depends entirely on where we happened to make the payment? Absolutely pathetic.

To make matters worse, the agent we dealt with, Nomah, was rude and entirely unhelpful. No ownership, no solutions - just robotic replies and a refusal to assist.

Mr Price Home, your customer service is a joke. Get it together.