Terrible Service

I am incredibly disappointed by the service I have received by staff at both the Randburg and Woodmead branches.

When in the Randburg store the guys are quick to sell and give good service. However, organising the admin of quotations and delivery has been found wanting.

The issue with Randburg: After getting the original quote I then phoned back to ask for a quick change to be made on the tile selection from one colour to another, as simple as that. The guy I had originally received help from was busy with a customer which is understandable. I gave my customer account number and provided the SKU number for the new tile colour. After assuming that would be done a day passed. The next day I phoned back, asking again for the guy who originally helped me. He was busy with a customer again.

Once again I told the same story and had said that I had not received the new quote as of yet. I gave all the information a second time. I waited. A few hours passed and still nothing. I phoned a third time, asked once more for the original guy who helped me, low and behold, you guessed it, he was busy with a customer again.

I then asked if they actually want my business or not because a customer should not have to run after them to get a basic quote amended.

The guy on the phone said that they had sent me the quote, they had sent it but got my email address wrong even after providing it twice already. Finally I received the quote. But now the price was more than before. I checked online and the tile I chose is the exact same price so the quote should not have been more. Phoned again, told them the new issue. They then corrected it and then sent a revised quotation.

I asked for delivery to be made for Monday the 20th of January as the contractor is coming on Tuesday to do the work. They informed me someone would contact me to confirm arrangements. It is now a new day, I have just messaged the whatsapp line again to confirm they will make arrangements with me today.

During this frustrating process in waiting on the revised quote I called the Woodmead branch to see if they would be quicker to get me a quote. I started the process, gave my name, number, email and started to talk about the tile I needed. The call unfortunately dropped, bad line I guess, nobody's fault obviously. At that moment was when the revised quote from Randburg branch came through so I didnt call Woodmead back. Yet, I was in the middle of an order when the line dropped, did the employee call me back to continue the quotation, no.

If they want business I would suggest getting their back end admin up to scratch. Selling in the front is important but if you don't convert, all you do is frustrate your customers. Terrible experience overall I would not have continued the transaction if I did not need this specific tile that only they currently stock. But rest assured I won't ever use them again.