5 Months and waiting

On 10.08.2023, I went to the Oasis store in Pinetown to inquire about the water about the Water Exchange Program. The gentleman explained to me that you have to complete the application online and then come in to the store once your application is complete to collect the unit. I had explained to him that I was interested in a Black Floor Standing unit and enquired about stock as I wanted to gift this to my dad for his birthday which was the following week. The gentleman showed me the stock on the shop floor and confirmed this. I completed the online application later that day and then received an email saying that I will be notified when the stock arrives. To my understanding, I had seen the stock on the shop floor, so I called the branch and spoke to the manager who said that they had no stock and I would need to contact head office. I did this and spoke to a lady by the name of Gugu, she was initially incredibly helpful and explained that she will locate where they have stock and ensure that I had the unit the next day. After a few back and forth calls, she said that she was no longer able to assist, as they only had blue units in stock at the Pinetown branch and I would have to wait until the store receives black. I then asked her if I would be able to collect a blue unit, wrap it as the 'gift' and then swap it when the black unit arrives. (Obviously we would not break any seals on the box to open the actual unit) She said that she would get her manager to call me. I then called back 5 times until I eventually got to speak to her manager Yolandi, she was incredibly rude, questioned why I care about the colour as it isn't going to be there forever and said that there was no way she could help, I must just wait for the black unit which will be in store at the latest the next Wednesday, 15.08.2023. I received 2 emails since (during August and September) to ask if I was still interested in the unit as it was still on back order, to which I responded that I was still interested.

It's 17.01.2024 - 5 Months later, and I still have no unit, have had no follow up email or call since September and they have now started to debit my account?! WTH is this.

As attractive as the water exchange program is, I would not recommend it. Their system is a failure and the people who work for the company are just not it.

Pathetic service!