Exceptionally poor customer service

I found a dining room suite on the company's website and paid for online purchase. Within a week I started following up on delivery and was notified that the product was discontinued and was not removed from the website due to technical IT issues. I am dealing with Rayhaan Bhamjee. He did offer another product and some discount, but I did not like the substitute product. I spoke to Shandre Glass, who is the manager of the department. She offered discount as well, but still I could not find a product in my budget. She did confirm that she will ask Rayhaan to push the refund in view that the unpleasantness started with the error on the company website. Normal refund time frame is 7 - 14 business days. I stated in an email dated 10.03.2026 that I found another product at another retailer on sale and would like the refund some asap. I made a follow up call this morning to touch in with Shandre on the refund request submitted. As per discussion, that she would ask Rayhaan to push the refund. Shandre is not in the office today and I spoke to Rayhaan in her absence this morning and his customer service, attitude and response was exceptionally poor. I mentioned to him that the purchases that customers make, pays his salary. He disputed that the customers pays his salary. I asked him if he would push the refund in line with my discussion with his Manager and in view of good customer service. His response was, that I am just another customer and that he will not go the extra mile for the refund. I did confirm with him, that calls are recorded. Call was made 11.03.2026 @ 08h44.

I do strongly believe that this view is not a view that Fair Price deems acceptable as a company. I also work in and come from a strong customer service back round and the service and attitude that Rayhaan portrays is unacceptable. This reflects very negatively on your company in total. Unfortunately, employees could cause customers not to purchase from companies to avoid unpleasantness and bad customer service