Zero accountability and poor customer service

I collected my vehicle on 19 March, following its transfer from SMG Umhlanga (salesperson Rafia Albertus ) to SMG Century City. Based on my discussions with SMG Century City, I understood that my license plates would be delivered there.

From 29 March onwards, I made several follow-ups with the SMG Umhlanga sales consultant, regarding the status of my plates, as I was driving on a temporary registration due to expire on 2 April. My follow-ups were not only driven by planned travel on 3 April, but also by the need to remain legally compliant, as operating a vehicle without valid registration may result in fines, penalties, and potential complications such as vehicle impoundment.

I communicated clearly and repeatedly that I required either the plates or an updated temporary registration by close of business on 2 April.

Despite consistent follow ups on 29 March, 31 March, 1 April, and multiple times on 2 April, I was not provided with confirmed collection/delivery details of the license plates. At 11h00 on 2 April, I was advised that arrangements were being finalised. Seeing that I was not receiving any communication as the day was nearing the end, at 15h50 I shared my delivery details to avoid any delays.This was acknowledged.

I followed up again at 17h30 I was informed that the license plates had been left at SMG Tygervalley and that I would need to collect them myself at 9am on the 3rd of April 😳 I communicated my dismay with Rafia.

As a result, I was driving an unlicensed vehicle and had to alter my travel. Upon arriving at SMG Tygervalley at 9am there was no awareness of the situation among staff. The staff member I was eventually directed to had noknowledge of the plates. Fortunately, David stepped in and assisted me, ensuring the plates were located and installed.

The overall experience reflects poor communication, lack of accountability, and disregard for customer time and legal compliance. This level of service is disappointing and does not align with the expectations of the brand.