Lack of due care and professionalism - Tafelberg Furnitures, Northgate

On 23 December 2020, my fiance and I made our way to your Northgate branch to purchase our major furniture items and appliances in preparation for our home as we anticipate our wedding in early February. We were assisted by Jan who was very helpful and eager to assist. We bought a bed set, pedestals, a fridge and a washing machine all of which were supposedly in stock at the Epping branch and in good, saleable condition. After we rounded up our purchases, he offered us free storage at the Epping storage facility for 2 months and made it clear that when we require the items to be delivered, we notify him 2 days in advance. Monday, 01 February 2021, 08:21 AM - I email Northgate with an email for Jan's attention requesting delivery of all the items purchased by 6 February 2021. In my belief this was conservative of me and an act of prudence as I had allowed for double the required time to prepare the order and schedule it for delivery. Without a response being received, I sent follow-up emails over the next 2 days requesting a response with confirmation of the delivery and the estimated time of delivery so that I may make appropriate arrangements for the acceptance of the goods at my place. It is important to note that just as everyone at Northgate has busy schedules, so do your customers. Another 2 days go by, and only then have I received an SMS on Friday, 5 February 2021 which read that my delivery was scheduled for the next day and a time will be communicated on the day. An utter obliteration of my request. Failure to meet a request that was communicated way in advance with sufficient time to schedule the delivery appropriately. Again, I too have a busy schedule - preparing for the wedding and a work schedule to complete. Your customers' time is important too. Do not waste their time. This inconvenience was completely overlooked and no apology or restoration had been offered. A clear indication that customers are not valued at Tafelberg Furnitures. A few moments thereafter, I received a phone call from Jan who informed me that the fridge which I had spent R15,000 on is damaged and asked whether it should be delivered or not. Needless to say, I was absolutely fuming. It is 2 days before my wedding and you are telling me that the fridge I had spent my hard earned money on is now broken whilst in your custody, and then still have the audacity to ask whether it should be delivered or not? Are Tafelberg Furnitures staff/employees not encouraged to act with a certain amount of professionalism or practice due care when dealing with customers and their purchases? This is the second inconvenience and Jan could only apologies. Probably the biggest inconvenience of them all as I am getting married, moving into a house and will have no fridge. Nothing was offered to me for the inconvenience except an apology. No replacement product, no solutions - just a 'we are sorry'. Again, a clear indication that customers are not valued at Tafelberg Furnitures. I then requested a refund for the fridge which I purchased that was not taken care of by the staff of Tafelberg Furnitures and resultantly damaged. Only to be told that I have to drive all the way to Northgate to come and collect my refund as an EFT cannot be facilitated. The excuse was that the money had to be loaded onto the card. The third inconvenience caused in a single day as I had to leave my office, drive all the way to Northgate to collect a refund which was scrutinised by 3 members of your staff and only thereafter awarded to me. To date, I am still waiting for my credit note. Nothing was offered to me for the inconvenience except an apology. The least you could do was schedule an EFT and incur the cost to get my money rightfully back to me. But no - no solutions - just a 'we are sorry'. Again, a clear indication that customers are not valued at Tafelberg Furnitures. Saturday, 06 February 2021 - I get a call from Epping at 9AM to say that my goods will be delivered between 1pm and 2pm. They also informed me that one of the pedestals which I had purchased has a huge crack in it. It was perfectly fine and in good condition when I bought it, but all of a sudden it is damaged goods. How does someone come to your store, use their hard earned money in such trying times to buy the products and services that you are offering, and in return no due care is practiced over the customers goods in your custody? Is this the culture that Tafelberg promotes? What is going to be done about this? No solutions were offered - just a 'we are sorry'. Again, a clear indication that customers are not valued at Tafelberg Furnitures. Approximately, 1:40PM, the Tafelberg Furniture truck arrives and my goods get offloaded. I noticed something pecu**** when my washing machine was delivered - the packaging was not intact and the machine dripped water right through my rented home as the guys carrying the washing machine smudged the floor with their boots. I enquired from the guys about this and their response was that the item was checked to ensure that it is operating as it should prior to delivery. Fair enough, but could the water not be let out of the washing machine? Could it not be dried prior to placing the manual and attachments inside the drum as I now have a wet and illegible user manual. Next thing you know, the guys drop the washing machine in mid air, chipping the kitchen tile in the home which I am renting and now having to be answerable to a landlord for and probably the restoration as well. The packaging is removed and the unit is covered in greasy hand marks - this is not the product I ordered. This time, not even an apology was offered. Again, a clear indication that customers are not valued at Tafelberg Furnitures. My question to you is, what is Tafelberg Furnitures going to do about this - the poor service delivery, the lack of professionalism and due care and the inconveniences caused to me?I am now liable for costs to my landlord, I tied the knot yesterday and welcomed my wife into a home which did not have a fridge. The amount of disappointment and shame I endured from transacting with this entity is undoable. This is not how customers should be treated and not one person has come forward with a plan or offer to compensate me for the troubles, damages and inconveniences caused. This is truly appalling customer service and it's without a doubt, the first and most definitely the last time that I spend my hard earned money at Tafelberg Furnitures. A customer is a key stakeholder in your business. They drive your revenue and allow you to stay in business, but treating your customers in this disgusting manner, will certainly be the downfall of Tafelberg Furnitures.