GR
Grant R
Active since Jun 2014
2
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2 reviews7 months ago
No effort made in customer service
Their vision states "To create the greatest premium activewear in the game by being 100% customer focussed" yet no effort is put into meeting a simple customer request. After spending almost R2000 on Jewelry online, 2 ear cuffs were delivered in little bank type bags with no branding on or even a brand card to say that it is a Burnt "premium Brand" My Email to their customer help "Please can you assist me. I made this purchase specifically for the use of gifts for people that have said they like the burnt brand, however the Ear Cuffs Set × 2 came in little bank bag type plastic with no branding on. Please could you send some sort of brand recognition as giving these as gifts as they have arrived looks like I have bought some cheap side of the road Jewellery, which I am sure is not how your would like your brand perceived." Their response: We’re really sorry but unfortunately we aren’t able to provide an alternative branding card for the Ear Cuffs, as each of our jewellery pieces comes in its own specific packaging from our supplier. Kindly note that in line with our returns policy, earrings can’t be returned for hygiene reasons. Kind Regards, Rudian My Response: Just some advice after being the GM of one of South Africa’s leading coffee chains for 6 years. This is not how you retain a brand for 20+ years, maybe in the short term, but not the long term. I use to go to whatever lengths necessary to train our managers in understanding that there was not copy paste answer to a customer request and you treat each customer as you would like to be treated. I know for sure if one of my managers received my request at your company, they would have not stopped until they got their supplier to agree to simply aromax the same cards the two cross ear studs came with to the client. Quite a poor show my friend, and I hope you do not receive the same level of service and understanding from retailers you frequent. Marketing 101, the cost of an unhappy customer is way costlier than the effort it takes to get two little brand name cards to them. No hard feeling, just pointing out a little effort goes a long way in business over the long term.
0 replies
117 months ago
Game Bay West Port Elizabeth Management not willing to honor a word of mouth guarantee and call back voucher
<p> </p> <p>On Sunday the 4th September i drove all the way to Game Bay West (Port Elizabeth) on the presumption that the Acer intel core i5 generation 6 for R 6 990 which i saw on the promotional leaflet (please see attached) would be available to purchase.</p> <p><br />I was informed by the lady working in the computer department that they had sold out of the few units they had, they would give me a call back voucher and call me back when the stock arrived and i would get the same laptop at the same price as advertised.</p> <p><br />This i explained to the manager in front (+-9h-20am which you will see on the store camera's), and she then confirmed this, and proceeded to take my details and process a call back voucher. </p> <p><br />I then asked the manager if this is a guarantee for me that i will get this computer at the promotional price, because if not then i would rather buy another laptop that's promotional price was also ending in the next day or two.</p> <p> </p> <p>She said that even if it takes three months i will get that computer at the same price, because she gave me the call back voucher within the promotional period and i must not worry.</p> <p><br />Monday morning my IT specialist phoned me to say that he saw an advert at Dion-wired for the same spec laptop, but for R500 more, and that they had a 36 month onsite warranty which i should go for that because Game only had a 24 month on theirs.<br />The link to this special below:<br />http://ecrm.tnma.co.za/t/ ViewEmail/r/ FC56AA75714E ********** 0EF23F30FED ED/ 0E2784D3F06EA6A663B21DE8DA8185 51</p> <p> </p> <p>I did not take this offer because i had given my word to the Game store that i would purchase this acer laptop since they are honoring the promotional price.</p> <p><br />On Thursday this week i contacted Bay West game and asked regarding the date the Acer will be arriving.I was then told that the Acer will not be coming into stock and that they have decided to rather give a Dell laptop with a free laptop bag and mouse as a substitute. </p> <p><br />I asked the specs of the Dell and i was told it was a generation five not six as the Acer was. I could not accept a substandard laptop, as Dell is much more expensive to upgrade as well as the major fact that it was not the same spec as the Acer bein a generation six.</p> <p><br />Since the person i was speaking to could not assist i then asked to speak to the manager. I explained to her that the point is not that i am debating their terms and conditions with regards to limited stock they carry when an item is on promotion, but that i was told without a doubt that i need not go anywhere else because i was guaranteed this spec computer at that price.</p> <p><br />She refused to understand and said thats just the policy that they have decided on and the substitute is the Dell.</p> <p><br />Following this i called the game help line which informed me that they would get someone to call me back. I phoned them again on Friday and the lady said someone would definitely get back to me before the end of day. Today is Saturday and i phoned customer care again and was told the same thing, and here i wait.</p> <p><br />If i dont get the same spec laptop and go for the substandard substitute offered, i loose at least R 4000-00. I cant accept this and believe i have been absolutely misinformed as a consumer by information and guarantees given to me. </p> <p><br />The unwillingness of the store manager to honor the call back voucher and the guarantee supplied by word, could be a sign of the companies knowledge that the masscash / massmart / wal-mart group is so dominant in the eastern cape that they can now dictate to their customers subduing their voice completely. </p> <p><br />This incident is beginning to prove to me that just maybe the merger that was given the go ahead by the competition tribunal is proving to be anti-competitive.</p> <p><br />I trust my request for an honoring of the call back voucher with the same spec laptop ( even if it is an acceptable brand besides acer ) would be fulfilled without the company placing me in a position that i would need to consider other action in order to be heard.</p>
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