Horrible Service Brakpan SPCA

SPCA Brakpan

I am writing this review with so much hurt and disappointment over the treatment and level of service I am receiving from you. What makes it even more annoying is that you are doing this for the second time; the first time I let it go, and now you put me through the very same horrible customer experience and service I experienced the last time. I was on the road for almost 2 hours, got stuck in traffic, drove 88.5 km, and took a day off from work just for the dog to be given to someone else.

I called on Saturday at 11:11 to inquire about Cleo, who was listed as available for adoption on your Facebook page. The lady I spoke with on the phone informed me that the dog is no longer available, but she can put me on a reserve list. I then noticed the second dog, Gizmo, and called back at 11:52 to inquire, and she confirmed the dog was still available. I informed her that I would like to adopt Gizmo, and she informed me of the requirements for adoption. I then informed her that I would come in on Monday with my dogs to do a meet and greet and start the adoption process. Around 15:00, I saw a status update on Gizmo that he was reserved and thought to myself they are referring to my interest in adopting the dog.

This morning I drove to Brakpan SPCA and arrived around 9:30. I was then informed the dog was reserved, and the lady I spoke to on the phone informed me she was about to call me. I asked why she said the dog was available on Saturday. She advised, "They have a board that is right behind her from where she is sitting, and they use it to display animals that are available and those that are taken." She said the process is that if a dog gets reserved, they need to update the board so that if someone walks in or calls, they can inform them if the dog is available or not and provide accurate information. She then explained that when I called on Saturday, the dog was not taken and the board was not updated. After taking down my details, she informed her manager that I was interested in Gizmo.

I then called the manager and got through to the inspector, who told me that the dog was reserved. When I asked at what time and when this happened, because I called back at 11:58 on Saturday to confirm what time they were closing, I was informed at 12h00, and at that time the dog was still available. So when was this dog reserved? When Facebook was only updated at 15:00? She asked me to leave my details and fill out a form, and she would sort this out and give me a call. I did as I was told and paid my deposit, then left to drive another 88.5 kilometers to get home.

I followed up after two hours because I had not received any feedback or a phone call from her. I was told she was at the office, but she promptly left. I called the mobile number I was given, and she advised that she is still on the road and will call me when she gets to the office. I called back again after an hour, was told she was at the office, and she left again. What frustrates me is that I had to call in several times to get an update, and not once did she bother to return my call. I called her back, and she told me she would call me shortly. After another hour, I called her, and she said the dog was reserved, and unfortunately, there is nothing that can be done. After being advised to fill out the form and calling the SPCA nine times, I am given no explanation, apology, or anything else. I sent a WhatsApp expressing my dissatisfaction with the service and how my complaint was handled. Even after that, no call was received from the SPCA; instead, I got a WhatsApp back stating that, unfortunately, the dog was not available and that I should provide my email so that they can send me feedback.

I don’t think it is fair for me to be inconvenienced because someone failed to do their job properly. Whoever forgot to update the board should go back to that family and inform them of that. I asked to see the file for the dog in question, but there was no file or form completed. So how is the dog reserved, and why is the SPCA manager not getting back to me regarding this? I let this go the first time, and it cannot happen again. The last time I had to accept and deal with the pain of disappointment, this time, whoever made a mistake should take accountability and inform that family of the mistake they made, but I want the dog because I reserved it first, and the SPCA works on the principle of "first come, first served." While whoever was supposed to update the board did not do so— I called, and my details were taken, meaning I was first—no one in the SPCA can read minds to know that the dog is taken.

@NSPCA May you please intervene? I do not think this is how I should be treated as a client, and surprisingly, another client complained about the very same thing this very morning. They were told a dog was available, and when they got to the SPCA, the dog was suddenly taken.

@BRAKPAN SPCA I am very fond of dogs and have adopted two beautiful fur babies from the SPCA, but I have never encountered such treatment. I don’t think it is fair for clients to not be treated the same and for preference to be given to certain clients. I will not waste my time, my petrol, or my car mileage for nothing. Why was I advised to fill out a form and pay if the dog was reserved? Why was I promised that this would be rectified, given false hope, and not given any explanation of what transpired? This is not fair...

The SPCA values are that you embrace, above all, kindness, respect, compassion, awareness, and integrity in all aspects of your mission and vision for a cruelty-free world, yet you are cruel to animal *****s. I was the first to book this dog, and you confirmed to me telephonically and on a recorded line that I must complete the form, leave my details, and you will sort this out. So please sort this out...

Your urgent assistance in resolving this matter is highly appreciated