MUSGRAVE AMERICAN SWISS - TRAIN YOUR STAFF

This is by far the most distasteful and upsetting experience I have had with TFG and the service is usually on par.

To say I am disappointed would be an understatement, honestly!

The way in which this situation has been dealt with at store level is pathetic to say the least.

So I placed on order on Black Friday, and I expected a delay (which there was) however this is not the issue I am faced with.

On the 7th I received notification of my delivery - great stuff - I was excited as the item has been somethin I have had my eye on for a while and it's not cheap either. So I call the store and let them now I will only be able to come in this weekend (which was today). "No problem" I was told, I was well within the 14days that Pargo assigns you for collection.

Fine I go to the branch today - "oh sorry we're offline" (facial expressions were far from sorry). So I ask for them to at least call customer care so the status can be updated from their end - I have never come across such an unhelpful and unbothered pair of ladies. They tell me this cannot be done, and that they have technicians in the store working on the issue, so I inquire if I can come back a little later I will just browse the center (Musgrave center) and come back - can they keep my parcel on hand in case they are back up (which shouldn't even be the case, why am I now doing your job and looking for solutions to remedy this situation). They tell me no problem and go to the back... this is where it goes even more down hill... the African lady comes back empty handed (I didn't get her name) - "your parcel is not here". At this point I am confused, how was a notification sent as the parcel needs to be scanned in order for the notification to be sent. I ask how is this possible, the Indian lady Vanessa tells me it happens - it's a system issue or something - if you're going to lie at least make up a good story, in fact do not lie - at least say you don't know and escalate it. Vanessa offers to let us (my mom and I ) go to the stock room and check ourselves (TF?) - we find 2 huge boxes and rummage through them - NOTHING. She then offers to let us use the store phone (which is about the only customer service I received) - why is the customer having to do your job??? If there is an issue at your store it should be your priority to resolve it. Fine, we call and the consultant trIEs her best to have this resolved - she advises them that the notification would not have been sent without the parcel being physically scanned in and lets them know how this is an inconvenience seeing as I am already there - at this point I am helpful - she even goes on to tell them that someone named Mona accepted the order - Vanessa confirms that this is their STORE MANAGER.

Now please, explain to me, how does customer care have all this information if the order never reached the store????????????

Vanessa happily states that Mona is not in and will be in tomorrow, okay so how is this the customer's problem? Should I now take time off work to come see this Mona person???????? The consultant advises Vanessa to call her manager and resolve this, surprisingly Miss Vanessa makes the call (at this point the African lady and her attitude have left the store to run away from doing her job). Mona, an entire manager, says she does not remember receiving or signing for an order of the described item and that's that. What irks me the most is that Vanessa is now asking what the consultant said? Did she say Mona signed? Did she say we have it? - basically asking questions she knows the answers to because the phone was on LOUD SPEAKER THE ENTIRE TIME. Anyway Mona tells her to call Bonnie to look into this - Bonnie's number goes to voicemail - again why is this being made the customer's problem???

At this point I am just trying to remain calm - African lady eventually returns and takes down my details and says she will call me (classic get rid of the customer move). I advise them that I am running a few errands in the center and will return with hopes that they would feel motivated to do their jobs without me hovering.

I return an hour later, but decide to call customer care on my phone as I am walking in. The consultant Griya requests to speak to Vanessa - (the system was some how back up again) - Griya advises them to escalate this to their manager and advises that she will check with Pargo on her end. At this point I am just tired, she advises that she will get back to me (I am grateful for some assistance). Miss Africa behind the till checks her system and finds that the status of the order says delivered - (finally doing our job I see).

This entire experience displeasing, I am thankful for Griya's role although the matter has not been resolved - just a note to the 2 ladies at American Swiss - the customer should never be made to feel like they are inconveniencing by asking you to do your job, yes some rest is a necessity and "systems being down" feels like a momentary "yay moment" but please get your act together - the next customer might not be as polite or understanding. Excuses are coming up with lame reasoning to the situation does not comfort the customer in anyway. Take some initiative in your work, you are not doing the customer a favor - you are literally paid to offer a service.

I need my parcel - I do not want a refund - I need my parcel located. How does a parcel magically disappear??? How???????

I need this matter resolved.