AIM TV - *** Service

On 25.08.2023 I made an online purchase of an AIM 60" TV. I called Ottery Hypermarket as they were the only ones reflecting stock in store. It was confirmed they had stock and I proceeded to make the purchase at 14h20 to collect between 16h00-17h00. En route from Brackenfell, I gave a courtesy call to say I might be a couple of minutes late and asked if they can wait for me. I was then informed that they actually don't have stock and they were going to let me know via email. Kind of defeats the purpose that they were going to let me know when my collection times were stipulated and it was already 16h45 (estimated). I decided to go to the store and find out what went wrong.

Here's where things get messy. Lies and BS from a supervisor. I was told that an email was sent to customer care to inform me that morning. Yet I only made the purchase the afternoon. I was also told that the TV in stock was an actual return with a leg missing and no remote. I was also told by this staff member that there have been numerous problems with this specific TV and that I would be buying problems. When your staff doesn't believe in the products you sell, there's a problem.

I asked to speak with the store manager, who till now has not even had the decency to pick up the phone to apologize for the inconvenience caused. While waiting the staff member walked me to the multimedia dept to see if there was anything other TV I would like. I made a choice and was told that the store manager would need to get clearance from a buyer and this could only happen on Saturday 26.08.2023. Reluctantly I agreed, giving them the benefit of the doubt. Staff member promised to call me between 09h00-10h00 the Saturday. 10h30 still no call. I called and was offered the excuse that he was in a meeting and that he was actually doing me a courtesy of answering the phone during said meeting. Really? I asked for feedback, he asked if store manager had not called me? NO! That's why I am calling. He then asked for 10 min and will get back to me with feedback. 12h30 he calls to tell me that he was CC'd in a mail from the store manager to the buyer to compensate me for the inconvenience with a Hisense 58" TV. I thought, wow! Maybe something good will come of this after all. Staff member then says we will only have an answer on Monday. He promised to call me before 12h00.

No call. I call at 14h30 to be told by staff member that store manager is not in. I ask to speak to acting store manager in which I was told he would call me in 20 minutes. Still no call received. Being a sucker for this type of punishment I give staff member till Tuesday 12h00 to provide me with feedback.

11h55 staff member calls me all chippa saying he has stock in Pinelands of the AIM tv. So I'm querying why he would still offer me this TV if it is a problem TV? No, its from a different vendor. Makes no sense. I ask then what about the Hisense? He says because they now have stock of the AIM he has to offer me this. He says he is on his way to Pinelands, will call me when he gets there and call me again once he is back at Ottery to check out the stock. That was the last I heard from anyone at PnP.

Today out of nowhere, I get a notification that my purchase was reversed and money has been refunded. Email notification from PnP saying order was cancelled.

Still no call from PnP Ottery! How disappointing. This was now *** service on another level.

So glad I don't have the need to shop at that branch because the service or lack thereof is putrid to say the least.

Not sure who reads this but I hope upper management gets it and action is taken to deliver service excellence.

Rant over!