Disgusting Service and Policy

I am a single mom who has just moved into a new home with my 4 kids. Needing new home appliances and on referral from a friend i opted to use Teljoy. On the 31st of January I browsed online , found the TV i was looking for, did the application , submitted my documents and received a pre-approval shortly after.I was able to log into my profile see and track my order. The very next day , still browsing the site , i saw a bundle deal for a fridge , washing machine and microwave , all essentials that i needed for my new home and did the application online again. Following the same process , uploading the same documents i had the night before , i again received a pre-approval . The only difference was that now i was not able to track the tv only the new application. On the 5th of Feb i started receiving email communication from Mpho Molefe regarding my application , asking for clearer documents which i provided .On the 7th of Feb I asked her via email if she was able to track my second application and she called me back informing me that she was able to see it but the system had cancelled it thinking it was a duplicate , i should just reapply and and the same process would need to be followed by their finance dept , i should get a response shortly. By the end of the week i received a call from Tshepo Nteo in the sales department informing me that my tv application was successful however they did not have any more stock of the tv i wanted and he offered me an alternative. His service was impeccable and i commended him for this as well. On the same call i asked him check up on my second order at which point also informed me that the "system cancelled it as it saw it as a duplicate order " . As my first application was not yet processed ,due to no stock of the tv , i asked if the two could be processed together .Since the relevant credit and affordability checks had just been done and my second order was literally a day apart , he said that he did not foresee a problem and would speak with his manager about combining the two orders and get back to me within the day . Tshepo called me later and said that his manager advised that i should instead Redo the application again , as the system cancelled it again , send through the documents as his offices were open on a Saturday and i would be sorted by early the next week. A week later , i called in to find out the progress of my application as on my profile Online , it has not moved from the pre-approved stage 3 status. I was now told that my application would not be processed as i was a new customer and i would need to wait 4-6 months to reapply. I was filled with many emotions, anger , frustrations and disappointment and made an inquiry via Teljoy's Online portal. Two days later Tshepo called me back , this was last Wednesday the 13th . He seemed confused at what i was told and said he did not see why there a problem with processing my order as it was done immediately after the first one and the system itself kept on cancelling it as duplicates. I expressed my anger and disappointment at his manager instructing me to reapply instead of holding the tv and processing the two together , especially since they would need to redo my application as they did not have stock of the tv i ordered. I questioned him about whether or not i would have been given such a run around had i placed the order for the tv and bundle deal at once and he said no. He apologized and said he would speak to his manager in the morning as she had just left the office. It is now Tues the 19th i am still waiting for Teljoy to get back to me. I have two teenagers and two toddlers , no fridge , microwave or washing machine. Do i now go to another retailer to make this purchase instead of my preferred choice of Teljoy ? At no point on the website does it prevent you from placing an order after you have placed one already . Nowhere does it say you must place several items in your cart and make one big application if you are interested in furnishing your home. Nowhere does it say your application will be automatically cancelled if you make separate orders. Nowhere on your profile dos it say your application has been cancelled , it just stays frozen at whichever stage your are at. I am so disappointed at the poor service i have received , to the point that i actually feel like cancelling my existing contract , paying the penalty fee and taking my business elsewhere.

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Teljoy ********** Fri, Feb 8, 2:24 PM (11 days ago) to me

Hi Great news, your Teljoy application has been pre-approved. Thank you for your application and documentation.

Click here to view the documents which you have uploaded.

If you’re not registered, click here to create a password, finalise your account and track your order. If you’re registered already click here to track your order.

Need assistance from a sales agent? Call 0 ********** 66.