Natasha A

TERRIBLE CUSTOMER SERVICE

THIS IS A POST TO WARN EVERYONE ABOUT A COMPANY CALLED THE WENDY HOUSE FACTORY IN EASTLEIGH. WE HAVE HAD ENDLESS PROBLEMS WITH THEM. AT FIRST I DEALT WITH A LADY LEE-ANN WHO SEEMED HELPFUL UNTIL I PAID THE DEPOSIT. I HAD VISITED THEIR OFFICES ON THE 27 FEBRUARY TO VIEW THE CABINS AND WAS TOLD AND I QUOTE - "IF YOU PAY THE DEPOSIT TODAY, YOU SHOULD GET IT NEXT WEEK FRIDAY OR SO" SO THAT IT IS ABOUT 10 DAYS. I THEN WENT TO PAY THE FOLLOWING WEEK MONDAY AND WAS TOLD NO CASH CAN BE RECEIVED SO I CAM HOME TO EFT THE 50% DEPOSIT. I THEN RECEIVED AN EMAIL THE NEXT DAY 6TH MARCH STATING DELIVERY WOULD BE THE 8TH MARCH. I WAS CONFUSED AS I THOUGHT IT TOOK AROUND 10 DAYS SO I REPLIED ASKING IF THIS WAS CORRECT AS MAYBE IT WAS A TYPING ERROR. I RECEIVED NO REPLY TIL THE 7TH MARCH AT 21:26PM STATING THIS WAS CORRECT AND I WOULD RECEIVE A CALL IN THE MORNING TO GIVE ME A TIME. NOW I DON'T KNOW WHAT COMPANY HANDLES BUSINESS AT THIS TIME BUT I DEFINETLEY DO NOT. THE NEXT DAY AT 8:30 OR SO I RECEIVED A CALL THAT THE WENDY HOUSE WOULD BE DELIVERED AROUND 9:30/10AM AND I THEN SAID I AM NOT AVAILABLE AT THAT TIME AND THIS MUST BE MOVED TO A LATER TIME. AFTER BEING TOLD THAT I AGREED ON THE DELIVERY DATE AND WHEN I HAD NOT RECEIVED A REPLY TO MY EMAIL ASKING IF THE 8TH MARCH IS CORRECT, "WHY DID I NOT PHONE THEM TO FOLLOW UP, WHEN I HAD NOT HEARD FROM HER, AS SHE IS BUSY AND I AM NOT HER ONLY CLIENT!" AFTER BACK AND FORTH ARGUING AND TELLING HER IT IS NOT PROFESSIONAL NOR WILL I ACCEPT THIS, AND WILL BE PUTTING THIS ON SOCIAL MEDIA, DESPERATE TO MOVE MY DOMESTIC WORKER, I AGREED TO TAKE IT AT THIS TIME AND I WOULD MOVE MY APPOINTMENTS. I WAS THEN TOLD I HAD TO PAY THE REST OF THE MONEY BEFORE THEY CAME TO INSTALL. NOW HOW DO YOU PAY A DEPOSIT AND THEN GET TOLD THE REST NEEDS TO BE PAID BEFORE, WHERE YOU HAVE NOT EVEN SEEN THE WORK ETC ETC!? I SAID I DID NOT HAVE THE MONEY AND WOULD PREFER THE INSTALLATION TAKES PLACE NEXT WEEK, TO THEN BE TOLD I WILL BE CHARGED A PENALTY FEE FOR MOVING THE INSTALLTION DATE! I THEN DEMANDED TO SPEAK TO A MANAGER. A LADY BY THE NAME OF CARI THEN CALLS ME WITH SUCH ATTITUDE AND BEFORE I CAN EVEN EXPLAIN MY SIDE I GET TOLD THE NEXT INSTALLTION DATE WILL BE THE 5/6 APRIL AND I STILL WILL NEED TO PAY THAT PENALTY FEE? "SO WHAT DO I WANT?" I THEN EXPLAINED IT IS WAY TOO LATE AND THEY MUST HELP ME NEXT WEEK OR I WANT TO CANCEL, AND THEN I GOT TOLD, I CAN CANCEL BY EMAIL BUT I WILL HAVE TO PAY A 10% CANCELLATION FEE AND WHY DID I NOT CALL LEE-ANN WHEN SHE NEVER REPLIED TO ME EMAIL??? "YOU HAD ENOUGH TIME TO COME TO OUR OFFICES SO WHY DIDNT YOU HAVE TIME TO CALL US WHEN SHE DID NOT REPLY? CAN YOU READ AND WRITE? DID YOU GO TO SCHOOL?" SHE THEN PUTS THE PHONE DOWN ON ME! AFTER GIVING IT QUICK THOUGHT, I CALL BACK TO SPEAK TO LEE-ANN AND GO AHEAD WITH THIS INSTALLTION TO GET IT OVER AND DONE WITH AS THEY HAVE R10 000-00 OF OURS AND NOW ITS JUST PENALTY FEES EVERYWHERE IF THINGS ARE CHANGED ETC! I CALL BACK AND ASK FOR HER AND CARI THEN STARTS SHOUTING THAT "I HAVE UPSET LEE-ANN, I WANT TO CANCEL SO I MUST VIA EMAIL, DON'T I UNDERSTAND HER AND IF I DO GO ON SOCIAL MEDIA SHE WILL SUE MY ASS!!! I AM THE WORST CUSTOMER THEY HAVE EVERHAD AND I AM VERY ARGUMENTATIVE!" SHE THEN GOES ON TO SPEAK AFRIKAANS SAYING A WHOLE LOT OF THINGS AND WHEN I SAID I CANNOT UNDERSTAND HER SHE SAYS SOMETHING ABOUT SPEAKING ZULU TO ME! I TRIED TO CALM THE SITUATION DOWN AND EVENTUALLY SAID I WILL TAKE THE CABIN TODAY AT 9:30AM! WHEN THEY CAME TO DELIVER THEY PARKED OUTSIDE MY GATE AND SENT SOMEONE IN SO I SAID THEY COULD COME INSIDE AND HE SAID HE HAS BEEN INSTRUCTED THAT UNTIL I PAY THE FULL REMAINING AMOUNT, THEY ARE NOT ALLOWED TO COME INSIDE TO DO THE INSTALLATION. I THEN RECIEVED A CALL FORM LEE-ANN ASKING FOR THE MONEY OTHERWISE HER GUYS ARE NOT ALLOWED INSIDE, WHICH I PROCEEDED TO DO IN DESPERATION. THE GUYS TOLD ME THERE WAS NOT ENOUGH SPACE ON THE SIDES TO INSTALL THE INSULATION OUTSIDE SO THEY WOULD HAVE TO DO IT FROM THE INSIDE. I WAS THEN CALLED BY THEM TO EXPLAIN THIS TO ME AND GOT TOLD THAT I SHOULDVE KNOWN THE SPACING ETC AS ITS ALL ON THE T&CS AND THAT THEY COULD GIVE ME A SMALLER CABIN AT AN ADDITIONAL PRICE… I OPTED FOR THE CHEAPER OPTION FOR THEM TO DO IT INSIDE AND WAS TOLD THAT "I have offered you the other option of modification as this cabin will not look the same as our usual quality standard product as our displays are assembled outside in." I THEN CALLED AND CARI EXPLAINED HOW IT IS PUT IN BUT SAID IT WOULD STILL LOOK NEAT AND TIDY ETC! SO THIS IS THE OPTION I WENT FOR. ON INSPECTION ONCE INSTALLTION WAS DONE, THE CLOTH ON THE INSIDE WAS OBVIOUSLY PULLED AND TIGHT BUT WITH TIME THIS HAS NOW FALLEN OR SUNK. IT LOOKS TERRIBLE AND WHEN MY DAD CALLED YESTERDAY WE WERE ASKED TO SEND PICTURES. I THEN RECEIVE THIS REPLY "Sisulation is for function - heat and cold - this is usually underneath ceiling. I can quote you on ceiling?" WHY WAS I NOT TOLD THIS BEFORE? WE CALLED THIS MORNING AND ALL MY DAD ASKED WAS FOR SOMEONE TO COME INSEPCT IT AS THE WORKMANSHIP IS TERRIBLE SO WE CAN FIX IT. OBVIOUSLY WITH THE ATTITUDE I RECEIVED BEFORE, CARI CONTINUED TO BE RUDE AND BLAME ME FOR SIGNING THE INSEPCTION SHEET AFTER INSTALLATION ETC ETC WHEN ALL WE HAVE ASKED IS FOR SOME ASSISTANCE. SURELY AFTER PAYING OVER 20K FOR THIS IT SHOULD BE OFFERED WILLINGLY? I HAVE NOW RECEIVED THIS THREATENING EMAIL: "Hi Natasha If your father continues to phone us I will have no option but to terminate your warranty. He is not our customer. We have forwarded our previous email to refresh your memory. Regards Carri" SO AS THIS IS NOW A LESSON LEARNT AND NOTHING CAN BE DONE, I DON'T WANT ANYONE TO FALL INTO THE SAME TRAP WITH THIS COMPANY AND WOULD APPRECIATE YOU SHARE THIS POST AS MUCH AS POSSIBLE.