1 reviews | Active since Dec 2021
DISSATISFACTION AND BAD SERVICE
On the 4th of November 2021, I went to Matlosana Mall Mr Price shop. I went very early in the morning so as to be able to do my shopping in peace. I shopped for clothing for my two daughters and son. In total I shopped for 15 items which amounted to R1600. I then proceeded to do a layby and secured it with a down payment of R200.
On Tuesday, the 7th of December 2021, I then went to make another payment of R800. However, before the Payment was made I was told by the lady who was assisting me that she could not locate my layby on the system using my ID number. I then asked her to use the reference number that was send to me via SMS by the store. Due to the fact that they struggled to locate me on the system, I then requested the lady to go and check if the layby items were still in the storeroom. However, I was met with hesitations because they said they had been struggling to find other layby items for most customers and some had been lost. They argued that my layby night be giving them problems because it had lapsed. I informed them that it could not be the case because mine was only a month old as I did it on the 4th of November 2021. They then told me that the person in charge of the storeroom where Layby items are kept was not in but they will locate it. It is then that I proceeded to make payment of R800. I also informed them that I will be returning on Thursday, the 9th of December to make final payment and collect.
To my dismay, on the morning of Thursday, the 9th of December 2021 when I came into the store, the same experience I had with my layby on Tuesday unfolded. The lady who was assisting me confirmed that I did have layby with them and that I was in store to make a down payment of R600 two (2) days earlier. She then took over and I proceeded to make the final payment.
Unfortunately, when my items were searched for retrieval from the store room, they could not be located. I sat in store from around about 11h30 until into early afternoon. I sat patiently and at some point I went out to get something to eat from Checkers as my blood sugar levels were going up and I was feeling not only dizzy from standing up all this time. But my patience was running thin and was feeling very anguished and aggrieved. The manager on duty kept telling me that they could not locate my layby and I should rather look for new items in the store as they could do nothing further to help me.
During this time, I was not the only customer whose layby items has gone “missing”. Others waited in line with me and eventually theirs were found except for mine and some other lady. The other lady then resorted to shopping for new items. But she kept complaining that her original items were much more in number than what she got. I then decided to ask for my money back as I was not willing to do new shopping. My reason was that when I did the layby I was able to get more items out of R1600 because of the promotion that was running then and if I were to shop for new items prices had escalated and I would not be able to get half of what I had shopped initially. After waiting for another hour to get my refund back I left the store at around 16h00 with no Christmas clothing for my kids.
After having written an email to MR Price with no response and then undertaking to involve Hello Peter I finally got some response.
On Thursday, the 30th December 2021 at 16:35 I received a call from a lady named Michelle. She introduced herself as the Manager of the Mr Price shop in question and asked me to relay what my encounter and experience was which I did. She then very apologetically promised to investigate the matter and give me a response as soon as possible. I was very happy that at least they were acknowledging their mistakes and that they took the time to enquire from me what the issues were. Our telephonic conversation lasted 8 minutes and 9 seconds.
However, my happiness was short-lived when she called me a few minutes later at 16:56. She again apologised for the incompetency of her staff members and then proceeded to inform me that my layby had been found mysteriously. I asked her what it meant and what she expects me to do? She could not give me answers to both questions but only maintained that the layby items had been found and I should come collect.
I had some concerns and questions for her..
1. Why did it had to take such lengths for them to response - she could not give me a reasonable explanation. Did it had to take Hello Peter to respond?
2. She claimed that they could not contact me prior to this because they did not have my contacts - I believe its not true because even if I had taken my money back they should still have my details on record on their servers because they continued to send me sms notifications of promotions and services. Besides, I would like to believe that for a big retail franchise they should be able to have ways to retrieve information as much as they are able to send promotional sms's.
3. She told me to come fetch my items - I told her it was too late too little as I had already done my shopping else where. Yet again, I explained to her that I reside in Mmabatho and it simply did not make any financial sense for me to travel all the way to Klerksdorp just to collect and further spend on petrol and an additional R1600 which was the initial amount of the laybyed items. Instead of offering an amicable solution she told me that she cold not help any further but I must just come to collect. The least that she could have offered was to have my layby items couriered to me or at least to my neared Mr Price store where I would have collected the items and paid. But it seemed like it was quantum physics to just apply mind and come up with a solution that worked for both parties. Our conversation lasted 3 minutes and 57 seconds.
After going back and forth, I eventually terminated the call because she was offering no solutions except to repeatedly apologise and repeat what she had said over and over again. And that was adding to my anger and infuriated me. I was on holiday mood with my family and I did not want her to spoil my mood as she had any further. Till to this day, I am still very unsatisfied and even worsened by the *********** manager. You will never see me in any Mr Price outlet anymore. I'm done.
After having written an email to MR Price with no response and then undertaking to involve Hello Peter I finally got some response.
On Thursday, the 30th December 2021 at 16:35 I received a call from a lady named Michelle. She introduced herself as the Manager of the Mr Price shop in question and asked me to relay what my encounter and experience was which I did. She then very apologetically promised to investigate the matter and give me a response as soon as possible. I was very happy that at least they were acknowledging their mistakes and that they took the time to enquire from me what the issues were. Our telephonic conversation lasted 8 minutes and 9 seconds.
However, my happiness was short-lived when she called me a few minutes later at 16:56. She again apologised for the incompetency of her staff members and then proceeded to inform me that my layby had been found mysteriously. I asked her what it meant and what she expects me to do? She could not give me answers to both questions but only maintained that the layby items had been found and I should come collect.
I had some concerns and questions for her..
1. Why did it had to take such lengths for them to response - she could not give me a reasonable explanation. Did it had to take Hello Peter to respond?
2. She claimed that they could not contact me prior to this because they did not have my contacts - I believe its not true because even if I had taken my money back they should still have my details on record on their servers because they continued to send me sms notifications of promotions and services. Besides, I would like to believe that for a big retail franchise they should be able to have ways to retrieve information as much as they are able to send promotional sms's.
3. She told me to come fetch my items - I told her it was too late too little as I had already done my shopping else where. Yet again, I explained to her that I reside in Mmabatho and it simply did not make any financial sense for me to travel all the way to Klerksdorp just to collect and further spend on petrol and an additional R1600 which was the initial amount of the laybyed items. Instead of offering an amicable solution she told me that she cold not help any further but I must just come to collect. The least that she could have offered was to have my layby items couriered to me or at least to my neared Mr Price store where I would have collected the items and paid. But it seemed like it was quantum physics to just apply mind and come up with a solution that worked for both parties. Our conversation lasted 3 minutes and 57 seconds.
After going back and forth, I eventually terminated the call because she was offering no solutions except to repeatedly apologise and repeat what she had said over and over again. And that was adding to my anger and infuriated me. I was on holiday mood with my family and I did not want her to spoil my mood as she had any further. Till to this day, I am still very unsatisfied and even worsened by the *********** manager. You will never see me in any Mr Price outlet anymore. I'm done.