Disgrace Sevice

There's a Koketso at your branch in Centurion mall. Apparently she's a manager, and I don't know how she got appointed as one because she can't think. I bought a R10K bed and a R250 pillow from you guys. Two days later I tried to return the pillow since I found it to be uncomfortable. She told me that pillows are like underwear and that they can't be returned. That's a stupid reason because firstly, that return policy doesn't appear on your receipts. Secondly, pillows are used with pillow protectors and pillow cases. Thirdly, you guys allow your customers to use beds for 120 days and allow them to return them, but can't take a pillow which was used for two days? I gave you R10K business and you give me hassle with a R250 refund? Does that make business sense to you?

After putting in a formal complaint with your call center, only then did you guys allow me to return the pillow for a refund. I was told that the refund will be processed and the money should reflect in my account within 14 to 21 days. Since your manager seemed ***********, I didn't believe that the transaction will be processed and I was right. I phoned in a week later and guess what? I'm being told excuses of how Koketso struggled to process the refund and it was only done yesterday.

What the hell is wrong with the hiring team? Why do you put such people in positions to manage because it's evident that they can't. They are managing your stores to the ground.

Since I was told to wait 7 to 21 days from last week, and I was told by Louise(call center manager) that the transaction was only processed yesterday, does that mean I have to start counting this 21 days from yesterday? Is that fair? Your service sucks.

Then there's your call center agents who don't have telephone etiquette. How are you a call center agent but you don't know how to speak on the phone. You can't just put someone on hold without telling them that you are about to put them on hold and for how long they should expect to hold. You use the hold function and not the mute function. You give the reason why you are putting them on hold. You thank the person for holding when you come back to the line.

That Louise is even worse than the agent. You can't answer the business phone as though it's a personal phone. She got onto the phone and said "Hello" and kept quite. What nonsense is that?. She didn't even introduce herself. I had to ask her who she is and what her position is.

It seems like nobody in that organization knows what they are doing except for the lady who sold me the bed. The rest are just *********** idiots.

May someone who knows what they are doing phone me back and tell me when will I get my money back.