Extremely poor service, broken promises, and lack of accountability – DoubleClick Silverton

Extremely poor service, broken promises, and lack of accountability – DoubleClick Silverton

I am extremely disappointed with the service I received from DoubleClick Furniture in Silverton and would not recommend this store to anyone.

I bought couches cash for R5,000 before the end of November. Delivery was done in the first week of December, but the wrong colour couches were delivered. I immediately raised this with the delivery team and phoned the store, but they insisted the colour was correct. Later that same day, they delivered to another customer who complained about the exact same issue. Only then did they take my complaint seriously.

After that, I was told they no longer had the fabric I originally selected. I was given two options:

1. Take a refund, or

2. Take different couches on display for R6,000 and pay an extra R1,000 — even though this was entirely their mistake.

I was then told they would check with the factory and deliver the correct couches the following week. That delivery never happened. This dragged into the second and then third week after full cash payment, with no couches and no clear communication.

I visited the store twice. The store manager said he wanted to “save the sale,” but the senior manager refused to honour the price I had already paid. When I requested a full refund including delivery, I was told the delivery company is outsourced and that I must deal with them myself — despite the fact that I contracted with DoubleClick, not the delivery company.

The senior manager showed very little interest in resolving the issue and simply apologised for the inconvenience without taking responsibility.

Only after I mentioned escalating the matter to the Consumer Ombudsman did they suddenly say they would find the fabric and make the couches. I was told the couches would arrive at the store on Wednesday 17 December and be delivered to me the following morning.

Once again, I had to call them myself for an update. I was promised delivery after 10am today, but it is now close to 12pm and nothing has arrived. I was later told the drivers were busy with stock taking.

This entire experience has been marked by:

Wrong items delivered

Delays and broken promises

Poor communication

Passing responsibility to third parties

Lack of accountability and customer care As a customer who paid cash, I expected far better treatment. This has been stressful, time-consuming, and completely unnecessary. I am not happy with the service and will never shop at DoubleClick Silverton again.