Incompetence, Poor Client Service & Experience Overall - Stay Away!

We needed to have our washing machine repaired and thought that Van Biljoens Appliances and Repairs had a really good reputation in our area....boy was I wrong!

Collection of the machine was fine, then after a reasonable length of time to follow up, I phoned to request an update and the price on the repairs was quoted to me over the phone... fine. I asked whomever it is that answers the phone on their side to send me the breakdown of the costs to my email address so that I could discuss if it was worth going ahead with or buying a new machine altogether... BEFORE they are to go ahead with anything.

Then a day or 2 later, I get a call from them saying that the delivery people are at my house to drop of the machine... that can't be right as I had not even seen the quotation or accepted anything or paid anything either. After phoning them again, it turns out they had a totally wrong order and address for someone else and it was not meant for me.... *********** admin and organisation on their part... number 1.

Number 2: I still receive NO email on the breakdown of the quotation, despite them saying it was sent on the 15th October - I did a full search and confirmed my email address over the phone with them and there was nothing ever sent through to me. They cannot show me the date it was sent from their side either! Then, a few days later, I have to phone again and follow up, only to be told "I have 100's of quotes to deal with" and I will come back to you - very rude and arrogant lady who deals with customers - so I wait... again.

Then I get a phone call a few days after again, and they ask me... "can the delivery guys come and drop off your machine this morning. Everything has been done!" - I am flawed.... they just went ahead with carrying out all the work BEFORE I even saw the quotation or breakdown to say yes or no... over R3000 just done and now I am expected to pay for that! Needless to say, if we did not have sentimental value attached to that washing machine we would have told them right where to shove it! and bought a new one.

So I air my grievances in writing, with no acknowledgement or apology from them except that they take no responsibility for incorrect installation.... they came and took it out.... come hell or high water they are putting it back and taking responsibility if anything goes wrong!

So I pay to have the machine delivered in the end and tell them we can be at the house at 3pm sharp for delivery at our earliest convenience... no problem they say... my wife rushes home to ensure she is there to open and meet the delivery team. 3:10... no one; I call them... oh they are running a bit late and will be there now around 3:45!.... 3:55PM comes and I am now ****ed and ready to stip my moer with these guys! They arrived just before 4.

Bottom line: - rude staff (especially the one who answers the phone for their main head office!) - they do not know how to manage customers or give timely feedback - they do not know how to send the client an email with an attachment ON TIME AS PER CLIENT REQUEST! - they go ahead with work prior to your consent then expect you to pay upfront before they even think or releasing your goods back to you. - the left hand does not know what the right hand is doing half the time either.

Oh, and a friendly word of advice... when you next put me or another client on hold, make sure that you actually press the ON HOLD button on your phone lady... as the last time you didn't and I heard everything you were saying to your other staff members about how this customer being so difficult!

So.... will NEVER use them again, will not support them or refer them to anyone else I know and strongly suggest that if you want to stay sane and not have your blood pressure go through the roof... avoid Van Biljoens Appliances and Spares at all costs!