TFG - @Home / American Swiss worst service ever experienced

I would like to make others aware of the absolutely disgusting service received when purchasing online from TFG. My first online shopping experience with the brand house was in 2018 when I purchased a SMEG mixer from @Home online during Black Friday at a good price. I could have bought it for the same price from another outlet during this time and only after deals expired I received a notice to advise that the item is not available at that price anymore. After that I purchased crockery and experienced automatic cancellations on quite a few items due to ‘out of stocks’ (but my question is, why make an item available online if you do not have stock, or is there a fundamental flaw in your e-commerce system??). I also bought a Breville toaster which I received damaged.

I have given up on ordering anything from this group until I have given it another shot on Monday. I bought a watch as a birthday gift for my fiancé and made immediate payment via the TFG e-commerce portal, and when I tried to track my order it kept on requests payment. When following up, I was told that I don’t need to worry, it is at the warehouse and in the process of being picked (same message for three days in a row).

I escalated this yesterday with the e-commerce customer service team and then was told that their goal is to offer “a consistently reliable product and an exemplary level of customer service” and that they will revert to me within 1-2 business days.

Today I have received an automatic cancellation notice due to stock not being available.

What do you think about this level of service delivery?