Poor Poor Poor service with attitude

I have been a customer of Botshop for many years, buying from them every now and then, always receiving great service, quality and value for money. However, this changed after my encounter with Paul at their shop in Swemmer Street.

On Friday 22 November 2024 just after 12 mid day I ordered and paid for two items - a power supply and a relay for an urgent project I needed to complete. I showed up at their shop on Monday 25 November 2024 at around 12 pm to collect. I was then told by Paul that the order has not arrived yet from their warehouse. He can give me the power supply off the shelf but the relay is not in stock at the shop. They called the warehouse and the person on the other side said they are not sure when the driver will leave to deliver to the shop. Paul then told me he is sure the relay will be there within an hour as they usually deliver sometime after 1pm. Because I could not wait so long Paul said to me that "they" (presumably the driver from the warehouse) will have to tell him (Paul) how they plan to get the relay to me and that I need not worry; they will work something out to get the relay to me and he will let me know. I then left the shop. On Wednesday 27 Novemeber, after not hearing from Paul, I called him to ask what plan was made to get the relay to me. He explained that it is black Friday time and they are very busy and he is not sure if someone will be able to drop it at my office but he will let me know if they can make a plan to get the relay to me.

I called Paul again today (Thursday 28 Novemeber). Very surpised at his attitude. Again telling me that they are too busy and there is no one that can deliver to my office. I then told him what he said on Monday - that they'll make a plan. His whole attitude immediately changed completely and he then said I can either collect the relay myself or they can refund me. It is not a lot of money - only R17.87 - but I really needed the relay to complete an urgent project.

Paul even went as far as denying that he said on Monday he'll make a plan for me. According to him I was rude on Monday during collection (which I wasn't) and when he said the relay will be there in 10 minutes I got angry and left the shop. The only time got irritated was when I called him today and he denied everything - and I admitted it to him and even apologised for being rude over the phone but I had not choice - poor service and broken promises tends to do that to a person. Don't let me believe you'll have an item delivered and then I have to follow up every time just to hear theat actually there was no plan from the start. After denying everything said on Monday Paul even said that it is his word against mine. He even asked if I have a recording of Monday's conversation to proof I'm telling the truth. Come on!!! Who records every conversation when going to a store just in case you need proof later on???

At the end of the call I agreed to collect the relay next week but I'm not sure I really want to set foot inside the Botshop again. Paul's attitude towards me was really not professional at all and it is unbelievable that a business in these economic times can treat a customer the way Paul treated me. It is a pity that a whole business gets a bad review because of one person's attitude towards a customer. I'll think long and hard before I ever deal with Botshop again.