POOR AND DISGUSTING SERVICE

To whom it may concern,

I am writing to express my deep frustration and dissatisfaction with the service we received from your company, specifically from your employee, Lani.

We purchased a leather lounge suite with the understanding that delivery would occur within 6 to 8 weeks. Instead, it took 13 weeks, and during this time, there was no follow-up from Lani whatsoever. It is clear that her commission for the sale was enjoyed long before any effort was made to ensure customer satisfaction.

Frankly, had we not escalated the matter to Erica the Store Manager at Ouhout Willowbridge, we would likely still be waiting. Through our interactions, it became evident that Lani was and remains the root of the problem. To make matters worse, we discovered that she is not permanently assigned to any particular store but is moved around, benefiting from sales commissions without taking responsibility for after-sales service. This setup is both unfair and unprofessional.

The reputation Ouhout claims to uphold is completely misaligned with the reality of how your business operates. This experience has been pathetic and unacceptable, with no sense of what customer service is. We as customers pay a premium rate and expect a premium product and the customer service that goes hand in hand with it. We deserve transparency, accountability, and great customer service in all these ways you have failed miserably. We expect a formal response addressing: • Why the promised delivery timeline was not honoured. • Why there was zero communication or follow-up from your representative. • What corrective measures Ouhout will implement to prevent such experiences. We trusted your brand and were let down. Please treat this matter with the seriousness it deserves. We are also yet to receive our polish and cleanser which Lani was to provide us with after she got paid due to her failure to do her job.

When we followed up with the store, we were informed that messages had been sent to Lani requesting that she contact us to discuss the way forward. Unfortunately, it became clear that she had no intention of calling and offering an apology for the lack of service. This reflects very poorly on Ouhoud’s hiring and accountability practices. I can only assume ******** as her form of employment as nothing has been done by Ouhout having raised our concerns.

The above has been added to HelloPeter, WhatsApp, Facebook and emails have been sent at store level and nationally along with your online team.

I have had enough of being taken for a ride.

Your disgruntled customer