Extremely Poor Service by Kelvin and Nthabiseng - Goldwagen Wynberg

What a terribly shocking service by Goldwagen Wynberg. The service by a guy called Kelvin and his manager Nthabiseng is extremely poor, perhaps they should be sent for training on customer service.

I called the store on the 22nd April 2023 needing a service kit for a BMW, and Calvin who is the guy that answered the phone I asked for the VIN number so that he can verify that I get the correct parts. He told me that the service kit was on special and I can get the kit for R1880. The kit includes all the filters and 6 litre oil. I told him that I’m at work but I can come at 11:30 during my lunch break to pay and collect. He assured me that he will keep the items ready and I will pay and collect upon my arrival.

I drove to the store and got there at 11:30 but he was not there, I asked his colleagues if he kept something for and I was told that there was no message he left with his colleagues. Someone said he might be smoking because he takes too many smoke breaks. He showed up 15 minutes later, I was shocked to learn that he didn’t put anything aside for me. I gave him the VIM number again so that he can be sure that I was getting the right items. I had to wait for him to go queue for the parts when he knew I was coming. This was supposed to be a sign that I was not going to get a good service but I ignored it. He came back and gave me my items I then drove off.

When I got to the mechanic for my car to be serviced we learnt that I was given wrong parts. The only thing that was correct was the oil filter. I went back to store to ask for the correct items, Calvin told me that it was not their fault but it was the head office that sent the incorrect items. I asked them exchange the items since they said they do have the correct ones in store but I was told that was not possible, I would have to buy the items and bring back the whole service kit for a refund. I asked them to use the money I paid and give me the correct items and take back the incorrect ones. I was told that I need to go purchase the oil filter that I have used so that I could return the entire box set. To add sault to the wound they said they don’t have the oil filter in store so I must go to other Goldwagen branches that have the filter, buy and return it to their store for my refund. I got very upset and Nthabiseng who is the manager came and arrogantly told me that there is nothing they can do.

This is really frustrating, I had to pay the mechanic because he worked on the car even though the parts were not there, and now I’m driving around using my own money to get an oil filter so that I could take it to them to get my refund.