Wafeeqah A

Terrible service

It saddens me to resort to this way on social media but I can’t sit back any longer. I have to express the disgust in the service I have received from Cape Town Appliances in Montegue Gardens, I do realize they come highly recommended but unfortunately not from me any longer. I bought an Elba oven, a very limited edition at that (which I really really loved), in August 2020 – at the time of purchase my kitchen was still being renovated so it stood wrapped until it was ready to be placed in the kitchen. In September when plugging the unit in, the units 2 gas stove plates were not working and I called the store, they were quick to call the technician out and he checked out the unit and explained that the 2 plates are not working as the bars had shifted and that he would say they should replace it. The onsite repair guys didn’t like this and question how can the technician tell me this. Anyways they collected the unit (gave me a loan unit in the meantime as I run a business which I depend highly on the oven and that I couldn’t be without a stove/oven) and had it fixed – I was a bit sceptical in taking the same unit again as it was now a repaired unit which I paid so much for. I was promised by the sales guy he would source me another unit and that I shouldn’t worry I must just be patient as they get in all the time. He gave me dates every time when stock was to arrive but never called me and I would call back 2 days after that date he had told me but with no stock arrival. I started to worry and asked the sales person what does he think will they be getting stock if I should just take the original unit or the other red unit on the floor – he replied “don’t take something you don’t really want we will get you a other unit don’t stress” I was a few times in the area and popped in at the store to check stock and there was nothing and the salesman even showed me my original unit is hidden at the back on the floor in case. 7 January 2021 came and I got tired of waiting and wanted my kitchen to be complete with the correct unit so I called in again to inquire whats happening with my oven and to be told they don’t have any stock and that the boss said to give me my money back because a loan stove cannot be out this long. This angered me so much then I asked what about my original oven I will rather take that 1 again and only to be told they sold it already. To my thinking I would say that this is illegal of them to have sold that unit as I have not yet been sorted out as yet. He just told me there is nothing he can do for me. I put the phone down and had to calm down first. 2days had passed and then I called back to speak to the manager only to be told that the manager hasn’t been in to work for the year his still on leave, so how did the manager tell the salesman that he must return my money. Weeks went by and I got hold of the manager and he seemed upset at the situation and told me I shouldn’t deal with that salesman he would get someone else on my case. I waited for that salesman to call me and got no response and 2 weeks later again I called to speak to the other salesman and he knew nothing about the situation and he listened to everything and he agreed that my original oven shouldn’t have been sold till I was sorted out. He said he would investigate and let me know, last week when calling him again to check in whats happening he told me there is no stock yet. And that was it, never heard from no one again – now I am in a situation where I need a other stove using this loan stove is nothing to what I wanted and prepared to have paid so much for. And prices has since increased now and looking at other units its going to cost me so much more. Its like no one cares about what they have done to us, the original oven I bought was a limited vintage oven from Elba that has been discontinued so I cant even get it anywhere. Back and fourth to the store and calls to follow up with no answers this is pathetic to say the least – the inconvenience and frustration. I have bought other things from the store but this is the first time I have received this terrible service and no one seems to care. There is no pride in being CT’s no1 discount appliance store and the team was never ready to assist as they claim on the website.