Bad customer service

On the 17th November 2022 at about 11:45 am if not mistaken. I called the Customer service line of TFG regarding the Device (phone) that is on Promo to check for me at which stores can I get one from. The lady that took my call tried to assist by checking the stores that still have the Device. She gave me list of few stores that has this device and Knysna Store was one of it. I called the store as per the Customer service agent advised me to do so. They checked for this VIVO y20 and luckily they have it. So I have requested to source it out since I'm in PE. Unfortunately the guy didn't know anything or the process of the phones and he requested me to call back again at 13:00 when his manager is back from lunch. I called the store again at that time and the Manger which is Bennie was available and she got the message from the cashier. I requested her to out-source this device as per customer service advised me. The lady told me lots of stories that didn't make sense, but she ended up saying its fine she will confirm from the Area Manger. She called back and said no they have sold the phone to the other lady that was there in the morning. Was so upset about the that feedback cz the story didn't make any sense. Fine she advised that her Area Manager will organize another phone from the other stores I must give them time they will get back to me.

Friday the 18th Nov (Friday) they called me at about 14:40 that they have managed to get the phone I can come purchase it. Since it was late and I've already passed Knysna told them I'll send someone early in the morning the next day 19th ( Saturday) to pay for it. When the guy arrived to pay the device and collect it they told him he won't get it. I called the store again and asked them what's going on or if can speak to Bennie or Lamies the teller told me that both of them are not available today.

I decided to call the Customer Care again to raise this issue. I manage to get hold of HR and they said they will call the store to find out. The HR lady called me back and said she just spoke to Bennie and she said it was miscommunication between the teller and the client, but he can come and purchase this device . Then this guy went back to the store again and the was loadshedding and they were closed. He went back again the next day 20th (Sundays) he got the same response again that he won't get the phone he must wait for Monday as per rules that comes from the Area Manager (Lamies Davids). I called the store to find out what's going on why they're fooling us and sending us back and forth. The Cashier said she doesn't know anything except the fact that they must not sell this phone to me it will be investigated Monday. Waited for the whole day yesterday for their call and none of them get back to me. Tried to call the store as well and they did not answer the phone.

It's quite disappointing that i have to escalate this matter and it is not just a typical "customer is always right" scenario, but rather lack of proper customer service and satisfaction that TFG pride yourselves in. I am very ****ed off and disgusted by the service I have received from both the Store Manger and Area Manager. I hope this matter will be solved as soon as possible. I will also lay complaints on other channels about this bad service. And I have raised the incident with TFG customer service as well as Fuse and still waiting on their response.