SHOCKING AND UNACCEPTABLE CUSTOMER SERVICE FROM SALES PERSON, CONFIDENCE.

I am genuinely shocked and deeply disappointed by the treatment we received from Perkal Corporate Gifts & Clothing, particularly from a sales representative named Confidence.

I have been doing business with Perkal since 2018, and in all those years, I have never experienced anything remotely close to the level of rudeness, hostility and unprofessionalism we encountered.

What should have been a straightforward purchase of unbranded pens turned into one of the most unpleasant customer service experiences I have ever had.

THE ORDER AND FAILURE TO DELIVER WITHIN THE COMMUNICATED TIMEFRAME

My sister initially requested a quotation last Friday. Unfortunately, the quotation was only provided several days later.

When she eventually received it, she explicitly communicated that our order was urgent and that we needed the pens the following day, as we had travel commitments.

Confidence was fully aware of this urgency before we proceeded with payment.

We paid the full amount through an immediate payment, at approximately 11:00 a.m., and he acknowledged receipt.

He communicated a lead time of 24 hours.

However, by approximately 2:30–3:00 p.m. the following day, we still had not received our order.

My sister had spent much of the day repeatedly following up, trying to establish when we could collect the pens.

Instead of receiving meaningful assistance, she was repeatedly told that the products were with a driver and that nothing could be done.

We even offered to collect the pens ourselves, wherever they were being held.

Surely, when a customer has communicated an urgent deadline and is willing to make alternative arrangements, a salesperson should at least attempt to find a solution?

Unfortunately, Confidence appeared completely unwilling to assist.

THE MOST SHOCKING PART WAS HIS ATTITUDE

Because we were running out of time, we eventually decided to visit Perkal in person.

We were not there to cause trouble or create a confrontation. We simply wanted assistance with an order we had already paid for.

From the moment my sister began explaining our concerns, Confidence became defensive.

His attitude was dismissive, and he appeared visibly irritated by the fact that we were following up.

This was consistent with his telephone etiquette, which had already been extremely poor. My sister had been subjected to audible sighing and responses that made her feel as though she was inconveniencing him simply by requesting updates.

I initially remained quiet, listening to their conversation.

However, when I explained that we urgently needed the pens because we were travelling and had already delayed our departure, he took issue with our repeated use of the word "need".

I was completely taken aback.

Yes, we needed the products!

That is precisely why we placed the order, explained our deadline and paid in full.

Why should a customer have to defend the urgency of a purchase that was clearly communicated before payment?

Throughout the conversation, Confidence repeatedly referred to the 24-hour lead time, despite the fact that this timeframe had already passed.

Rather than acknowledging our concerns or attempting to resolve the situation, he became increasingly argumentative.

A SALESPERSON TELLING CUSTOMERS HE IS GETTING ANGRY?

At one point during our interaction, Confidence actually stated that he was getting angry.

I found this absolutely astonishing.

We were customers asking about goods we had paid for. We were not asking for anything unreasonable.

Yet instead of trying to de-escalate the situation, he became increasingly confrontational.

What made this interaction even more disturbing was not simply his words, but his increasingly aggressive body language and demeanour. He repeatedly stated, "I'm getting angry now. I'm getting angry," while visibly expressing his frustration in a manner that I found extremely intimidating.

I genuinely began to fear that the situation could escalate into a physical confrontation. That is how aggressive and hostile his behaviour appeared to me. I was so uncomfortable with the direction the interaction was taking that I felt it was best to remove myself from the situation entirely.

Imagine walking into a business establishment to enquire about products you have already paid for, only to find yourself in a situation where you are concerned about your own physical safety.

Perkal, how is it acceptable for one of your sales representatives to behave in a manner that leaves a paying customer feeling physically threatened?

I cannot emphasise enough how shocking this was. I have dealt with numerous businesses and suppliers over the years, and never have I felt that a disagreement over an order could potentially escalate into physical aggression.

When I informed him that I intended to escalate his conduct to management, his response was that I could do whatever I wanted.

The complete lack of concern or accountability was shocking.

HE THEN DECLARED THAT HE WOULD NEVER DO BUSINESS WITH OUR COMPANY AGAIN!

As if the interaction had not already been unpleasant enough, Confidence went a step further and stated that he would never do business with our company again.

I genuinely could not believe what I was hearing.

What kind of salesperson speaks to a customer like that?

More importantly, does Confidence have the authority to decide which companies Perkal will or will not do business with?

Is this the standard of customer service that Perkal encourages?

Are sales representatives permitted to tell long-standing corporate customers that they will never do business with them again simply because those customers are dissatisfied and request accountability?

I find this deeply concerning.

We were not refusing to pay. We had already paid in full.

We were not demanding something that had never been discussed. We had communicated our deadline before making payment.

We were not unwilling to cooperate. In fact, we had offered to collect the products ourselves.

Our only request was for assistance and clarity.

Yet somehow, this resulted in a salesperson becoming angry, arguing with us and declaring that he would never work with our company again.

EVEN AFTER I LEFT, HE WAS STILL SHOUTING!

The interaction became so uncomfortable that I eventually decided to leave.

However, what shocked me even further was what my sister told me afterwards.

According to her, Confidence continued shouting at the top of his voice even after I had left.

I find this behaviour completely unacceptable in a professional business environment.

How does a customer enquiry about an outstanding order escalate to the point where a salesperson is shouting?

Where is the professionalism?

Where is the emotional restraint?

Where is the customer service?

And most importantly, where is management?

PERKAL, IS THIS REALLY THE STANDARD OF STAFF YOU WANT REPRESENTING YOUR BUSINESS?

I want to address Perkal's management directly.

I am genuinely disappointed that a company I have supported since 2018 would have someone representing its business in this manner.

It is shocking.

Absolutely shocking.

I previously dealt with a representative named Sipho, who was consistently professional, respectful and willing to assist.

That is the level of service I had come to associate with Perkal.

Unfortunately, my experience with Confidence has been the complete opposite.

I understand that delays happen. I understand that logistics can be complicated. I also understand that sales representatives may not always have control over delivery arrangements.

But none of those challenges excuses speaking to customers disrespectfully.

None of them excuses becoming confrontational.

And certainly none of them excuses telling customers that you will never do business with their company again.

I would genuinely like to understand whether Perkal's management considers this acceptable conduct.

A COMPLETE LACK OF MANAGEMENT INTERVENTION

Another deeply frustrating aspect of this experience was the apparent absence of an effective escalation process.

My sister had been informed that Confidence would speak to his manager.

However, we received no meaningful intervention from management before leaving.

It appears that customers are left entirely at the mercy of their assigned sales representatives.

What happens when that representative is the very person causing the problem?

Who is the customer supposed to approach?

Who takes accountability?

For a company that has been operating for so many years, I would expect a much more professional approach to customer complaints.

WE LEFT WITHOUT OUR FULLY PAID ORDER

Despite everything, we ultimately left without the pens.

We had paid in full.

We had communicated our deadline.

We had followed up repeatedly.

We had offered to collect the products ourselves.

We had physically visited the premises seeking assistance.

Yet we left without the products and with an extremely unpleasant experience.

MY MESSAGE TO PERKAL MANAGEMENT

I sincerely hope that management takes the time to investigate this incident and address the conduct of the sales representative concerned.

I would particularly appreciate clarity on whether Confidence was authorised to declare that Perkal would never do business with our company again.

I would also like to know what steps management intends to take regarding the manner in which this situation was handled.

This complaint is not simply about delayed pens.

It is about professionalism, respect, accountability and how customers are treated when something goes wrong.

After being a customer since 2018, I never imagined that I would have to write such a review.

Perkal, I am genuinely disappointed that someone representing your company would treat paying customers in this manner. It is shocking that a salesperson would rather argue, raise his voice and declare that he will never do business with a customer again than make a genuine attempt to resolve an outstanding order.

What concerns me even more is that his behaviour became so intimidating that I genuinely feared the situation could turn physical. No customer should ever feel compelled to leave a business establishment because they are concerned about how an employee might react.

Is this really the impression you want your employees to leave with your customers?

An extremely disappointing experience that has seriously damaged my confidence in your company.