House and Home (Canal Walk – Cape Town, South Africa) Horrible customer service

I don’t vent often, but this purchasing experience was so ridiculous that I think they deserve an entire post about this. This might be because I’ve lived in the US for so long, but it’s absolutely unacceptable for me to spend any amount of money on a product and for a retailer to be completely apathetic about providing what I purchased. Hopefully anyone who finds themselves in Cape Town shopping for furniture will look at House and Home in Canal Walk and then keep on walking by. They don’t have a great website – but here’s what I found : http://www.houseandhome.co.za/finding_a_store1.asp?prov=WESTERN%20CAPE

Here’s my story:

I was in town visiting family this December. We were in the market for new patio furniture. On December 21st we came across House & Home in Canal Walk and they had some reasonable prices for patio furniture. After spending considerable time with the sales rep, we agreed on a set. The price was roughly R4200 ( About $600). The cashier even went back to the computer to double check to make sure the furniture was in stock. We asked about delivery and she said they did next day delivery. I made it clear that we needed this purchase because this furniture was needed for a Christmas event we were hosting. With this assurance, I went ahead and made the purchase. I also indicated that same day delivery would be great, and she said she would check with her manager and said it might be possible.

We discussed the delivery process and she indicated that they would call right before they arrived. After all of this, I was dismayed to see that on December 22nd nothing arrived. I called the store in the afternoon to inquire about my purchase. First I sat on hold for a very long time. Once I got to speak with someone they said that they would call me back in a few minutes. Of course no one called back. I called again and they said – no one is picking up in the delivery department, they must be loading the truck and your stuff is probably on the truck. An hour later I called again. This time they said, “I’m sorry , it seems that two of the chairs you want weren’t on the order, so they didn’t deliver it.” At this point I was livid. I asked the woman on the phone why our stuff was left off. She indicated that this time she would actually check on the next delivery. So why was I not surprised that on December 23rd – still no delivery. In fact – our furniture didn’t arrive ever. So on Saturday December 26th, we went back to the store to get our refund.

After confused looks on the cashier’s faces – they decided to get a manager. I’d like to note that when we said we want a refund, they thought we were coming for a refund for a refrigerator. This leads me to think that a lot of people were angry about not getting their purchases, and we’re not the only ones who wanted a refund. The manager was hesitant to give us his name or contact information. We paid with a debit card so they insisted that the refund had to be done in cash. Oh and surprise-surprise – they didn’t have enough cash in the register. Therefore they claimed that they would be getting money from sales in the rest of the day and someone would go to the bank.

Needless to say we spent Christmas without any patio furniture. We haven’t received any communication regarding this – and don’t know if we got our refund yet. It’s pathetic that a major retailer can have such pathetic customer service. Their manager was a joke, and was clearly uncomfortable. It was obvious that he just wanted to get out of this situation as quickly as possible. The sales person simply lied about having our stuff in inventory and their phone support is pathetic. If this retailer wants to compete with real chains, they will have to do better than this – because I will never shop at House & Home. And now that I know House & Home is a division of Checkers (for those who don’t know – a grocery store chain) – I don’t think they deserve my money either. I’ve been sharing this story with all of my friends to protect them from going through the same nonsense.

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