@home / The Foshini Group (TFG) - NO Service, NO urgency, Doesnt care about the Consumer

With the current state of affairs and the fast increase in many shopping retailers closing their doors you would expect companies to start improving on their customer service and turnaround times. Unfortunately this is not the case and here is my experience dealing with @Home / TFG (The Foschini Group).

2 April I logged an email support request first thing in the morning advising TFG their advertised promotional vouchers were not working online. I explained I tried different scenarios but nothing was working.

I received a reply during the day that my email will be escalated to the @home operations team. Thereafter I sent 2 emails at different times to enquire if we could please make another plan in the interim as the item I have in my basket is the last one in stock. I was disregarded and sent one of those copy paste emails about we are working on this and we will advise you when we have feedback.

The next day the item was sold out and I was extremely disappointed at how my query was dealt with when I was ready to check out and buy what I wanted.

I emailed TFG and explained all of the above again and asked them if they could please assist me in some other way as the way they dealt with my query was very poor and I was not happy about the experiance. Once again my email was directed elsewhere to another @home team.

I received more feedback about how they did nothing wrong and the item I wanted was not on promotion, however it was clearly under a 50% discount tab with a voucher code included. In addition, if this item was not on sale why did the cart not reject my order? Instead all my items on sale could not use a voucher code as advertised on their website. Even removing all these items and ordering other items at 40% discount would not take their codes. I was shuued away with a we did not do anything wrong and will not be assisting you any further.

While this was all going on another agent, Michaela, phoned me saying she would try her best to assist me and would make contact with me again. I never heard back from her either.

If this is how we are going to be treated as customers in such a tight economy when other retail giants are shutting their doors nationally why on earth would we want to spend our hard earned cash at TFG.

I was treated poorly, my request would have been better handled by a computer. From this experience I will rather take my cash to companies that appreciate their consumers and do not treat you like a number or worse. Companies like that will not flourish in South Africa and will soon have to close their doors.