Extremely Disappointing Service from PMB and Pleasing Service from DBN

<p>I would hereby like to complain about the service received from a female employee (Ms C) at the Pietermaritzburg UFO branch. The Azalea Dining room set was advertised on special in Friday's newspaper. We headed to the store only to be informed that they did not have the Azalea on display or any stock in their store for us to view (how can a store not have an item that is advertised for the customer to view). We asked her which store does have stock in order for us to view, she checked the system and advised us that the branch sitauted at the Crescent in Umhlanga Ridge did have stock. We indicated to her that we will go to the Crescent to view the item. She informed us that if we were happy with the item, then to purchase it from her in Pitermaritzburg. On Sa****ay we took a drive to the Crescent (approximately 100kms away from where we reside), sadly they didn't have the Azalea on display but showed us something similar to the Azalea to give us an idea. They indicated that there were 14 units at the warehouse, of which 8 were already sold. We were happy and decided that at that price, we were going to purchase it. Whilst in the store, we phoned Ms C at the Pietermaritzburg branch and indicated that we wanted to go ahead and order the Azalea. We informed her that there were only 6 units available at the warehouse. She indicated that she will phone the warehouse and reserve one unit for us and that we should come into her store the following day in order to make payment, to which we agreed. On Sunday we headed to the Pietermaritzburg branch (approximatey 20kms from where we reside) with the intention of making payment. Whilst on the road, we received a phonecall from Ms C advising us that the warehouse had just phoned to inform her that there are no stock of the Azalea available. On arrival at the store and highly frustrated we immediately queried how this could be as she was the one who informed us that she reserved a unit for us at the warehouse. She responded by saying that the warehouse manager indicated that customers had purchased the available units. We immediately asked to speak to the warehouse manager, however we could not get through on the phone number that she provided to us (hmmm ... makes one wonder). We thereafter phoned the branch situated at the Crescent and queried stock availability with a gentleman by the name of Bongani. We were advised that there were 6 units available. Our frustration just grew as we were hearing two different stories from two different people, now who were we to believe. We explained our anger and frustration to both Ms C and Bongani, thankfully Bongani was more sympathetic to our plea. He asked if we could come to their store before the close of business (3pm). We then raced over to the Crescent branch (approximately 100kms away) and was attended to by 3 very helpful, understanding and efficient employees - Bongani, Senzakai and Mohammed. They checked again on the system which showed that stock of the Azalea was available. We continued to pay for the item and they arranged for the item to be delivered to the Pietermaritzburg store for us to collect. Senzakai, Bongani and Mohammed treated us with respect and provided friendly service. It is quite sad to see that if customers are purchasing an item on sale, then the same respect and service that one would give to customers purchasing a non-sale item is not given as is evident from the service we received in Pietermaritzburg. Is customer service based on whether the salesperson receives a commission or not? The service we received from the Pietermaritzburg branch has left an awful taste in our mouths, in future we will rather travel 100km to the Crescent in Umhlanga for any future purchases from UFO. To Senzakai, Bongani and Mohammed - thank you for your great service and keep it up.</p> <p> </p> <p> </p> <p> </p>