Mall@Reds -Shocking Service from Staff and Manager

I have experienced the most shocking service from Telkom Mall@Reds and when I escalated this to the manager, it became even worse. I went in to the store to apply for a contract deal for an Iphone. The consultant who helped me, Tebogo Tabete, was very friendly and helpful, AT FIRST. I informed him of two devices I was interested in, specific in colour and he checked on the system to see if they had stock. I specifically asked if they had stock as I had just been to Mall of Africa and they did not have the colour that I wanted. He checked, and there was ONE available. We proceeded with the application, I had provided my bank statement and some other info and he was able to confirm that the contract will be approved. I had, unfortunately, forgotten my ID at home, so I had to drive back to Midrand fetch it. I asked when the store was closing and was informed at 8pm.

I arrived back at the store, ID in hand, at around 7.22 pm. I was then told "the vault has closed" and I would only receive the device the following morning. I informed Tebogo that I had driven back to ensure I receive the phone that day as I am travelling the following morning. However i agreed to collect it the next day, there was nothing I could do really.

Then, as the consultant was processing my ID, I was informed that the device I was meant to receive was not "in stock" as the one device in store was apparently due to be shipped to Polokwane. After wasting time applying for the contract, driving home and then back to the store, taking my personal information, I am told there is no device available. Basically, my time had been wasted for nothing when I could have been informed in the beginning that there was no device available just like they did at Mall of Africa. To make matters worse, when I asked to speak to the manager, she was very rude and said they had told the consultants yet on the system showed it as available. She was very rude and told me there's nothing she can do about wasting my time and commented that she had only just seen me enter the store a few minutes ago when I asked her why my time has been wasted. I informed her that I was there earlier and had to come back to the store but she still had a dismissive attitude and said its not her problem.

This is completely unacceptable and shows a complete disregard for providing customers with quality service. Also, its one when thing when junior staff make mistakes, but to have a manager come in and worsen the customer experience is absolutely shocking. You cannot waste a customers time and then not offer a remedy for the situation.

I will be forwarding this complaint to all possible avenues until I receive a satisfactory response.