Disappointed

Unfortunately my experience with OMI was not great, I need to post this review so that others can be discerning when dealing with the company. I understand that everyone has different experiences and opinions but I feel there was a significant level of disregard for my value as a customer. From the beginning in attempting to order the bed set that I'd chosen it seemed that there wasn't much interest or haste in corresponding with me to have it ordered on their side, to let me know when they'd received the order in store and to which venue it was actually delivered to (there was a store change that occurred during the initial phase). My best method of communication is Whatsapp and I would have thought this would be easier in many ways for both parties. I chose to continue with this company as they'd initially been a part of the community that I work in and I wanted to show my support for them. I also work in retail and I understand the semantics, especially during these past (going on) two devastating years. I was severely disappointed that this logic was not reciprocated and it was as though my kindness or tolerance was viewed as weakness. I had to attempt to source information from them which would often turn out inaccurate and I was repeatedly told that they would get back to me which was mostly not honoured. After the first night of eventually receiving the set (which we collected), I realised that the base was not of adequate quality and requested for it to be returned. I was tired of being shunted around thus requested the refund, not a replacement, of which we returned the base the very next day. This was subsequently left for a yet another month of continuously having to follow up on the refund. I went back in store again and spoke to another individual who finally assisted with the refund. Further to this interaction I was made aware by my partner who had called on a previous occasion that he'd spoken to a gentleman at the branch. My partner was told that one of the owners would call him back after relaying the situation regarding the refund. The return call of course did not happen but the individual that I had spoken to when in store for the last time claimed to have not known of the entire situation prior to my visit. He however, shares the same name of the individual that my partner spoke to. All I needed was a good quality bed set as I'd developed significant neck and back issues within the last year and this unnecessary stress has compounded my complications which could've been completely avoided. I feel that perhaps there is an underlying systemic issue that needs to be attended to as often these issues result from an attitude or lack of structure stemming from within management themselves. I sincerely hope that in future this kind of situation isn't inflicted upon another customer and that their overall quality, service and product, will improve as they have stated that this situation is not representative of their desired level of service.