Verimark - Worst Experience Ever

I am completely in shock about the lack of customer service experienced from Verimark Cape Gate branch and there seems to be a problem with either the staff not knowing what the processes are or there are huge shortcomings in their processes. This is by far the worst experience I have ever had from a company and after supporting Verimark for years, this will be the last and I have posted the incident on social media so I will be giving the people updates in this process and how it is handled.

So a girl demo'd the Hydrovac plus to me sometime end of Jan 24 and went above and beyond for customer sales and told me about the demo models I can even order it online, and that's what I did, I made the purchase on 2024-02-05 and 3 months later the vacuum just didn't power on. My **** uses it once a week when cleaning our house and I'm working from home so I'm always at home when she is cleaning. I didn't want to struggle and search how to give it back online so I went to the Cape Gate branch where a guy told me they don't have stock but I can go to Table Bay branch as they have stock, now this is already a hassle because I bought a product from you so why must I spend extra money on petrol and my time so I asked the guy if he can try and arrange that they bring it to Cape Gate branch for me to pick up as it is the closest branch to me. He arranged that (it was a Thursday beginning of May) and he said the person will drop it the following Wednesday. Then the following Tuesday, one day before the time I wanted to make sure I don't go there for nothing so I phoned the store and the guy was not there, the lady said she is the manager or regional manager and she does not know about this arrangement and there is nothing on record and they are not allowed to do it like that, it has to be ordered from the headoffice and she will get someone to phone me back. Then a lady working there (who also helped me today) phoned me and said they will try and get it as soon as possible and will keep me updated which didn't happen, so from last week Tuesday up until today, Thursday 2024-05-30 she phoned me and said it was there, its been ongoing for 3 weeks that we don't have a vacuum. So I get there and there was no eagerness to assist or any passion for the job, she wanted a slip with the date and purchase, I told her I bought it online and I only have proof of the order on my Verimark account and I have an email with confirmation after I bought it with order nr and invoice nr but she couldn't use it (which is utter nonsense) and then she phoned headoffice to assist. I brought back the whole vacuum cleaner with box and al accessories and she told me she is just swopping the head and also she can't give me the new filter she is going to keep it, my one is dirty so I need to buy another one, again another sales tactic. Then she saw the new demo that headoffice sent was cracked and she just asked if I can comeback, I told her how frustrated I am and she just said sorry but this is all she can do. So left that store furrious and upset and I left my vacuum cleaner there.

So now I have to wait how long again and what about all my time I have to take off work and my petrol to travel up and down, I even had to buy airtime in the store in order to send emails to the store with the proof of purchase. I also asked her with the other one they are giving me what if something happens again and she said I can buy a new one, just put money with, yet again, another sales tactic, not listening and understanding the clients need. What is the use for your online site if it is such a hassle to return something? If customers know this then they won't be making use of it.

It all depends on how this is handled. Awaiting your feedback.

Invoice nr: *** Order nr: ***