Bad Service

I hate the fact that I still have to give them a 1 start rating when they actually deserve a zero start for their bad service, bad communication and lack of accountability. On the 30th of August 2024, I made a layby on a grey Amelia headboard with a rough fabric finish for a queen-sized bed. On the 29th of November 2024, I paid off the remaining balance and was informed that delivery would take place the following day. I then advised the salesperson, Jaantjie, that my address had changed and requested to provide the correct details. Jaantjie assured me that I would receive a call on the morning of delivery to confirm the address.

However, no delivery was made on the 29th of November, and I was not contacted. On Monday, the 9th of December, I made multiple attempts to contact the store using the number listed on Google, but I was unable to get through. I eventually called another branch, which provided me with the correct number for the Cresta branch. Upon contacting the store, I spoke with the manager, who apologized for the lack of communication and assured me that delivery would take place over the weekend of the 14th/15th of December.

On Wednesday, the 11th of December, I visited the store in person and saw the headboard I had ordered on display. When I inquired why delivery had been delayed despite the item being in stock, I was informed that the headboard on their system was recorded as a double bed size. I explained that this was a mistake, as I had ordered a queen-sized headboard. The staff assured me they would correct the error in their system and deliver the correct item that weekend.

On the 14th of December, I contacted Jaantjie around 11:00 AM to follow up on the delivery. He requested that I send my address to him via his personal cell number, which I did. Later, around 2:49 PM, I called him again, and he assured me the driver was on the way. When the delivery was finally made at 4:30 PM, I was dismayed to find that it was the wrong headboard—a queen-sized headboard that did not match my original order.

Upon raising the issue with Jaantjie, he initially insisted that this was the correct item but later apologized, admitting the mistake. He asked me to visit the store again so that they could rectify the order. The delivery driver, however, insisted on leaving the incorrect headboard at my residence, promising to collect it later once the issue was resolved.

I am deeply dissatisfied with the service I have received. It is clear that there has been a significant lack of communication, accountability, and professionalism throughout this process. Furthermore, I feel that there was an attempt to mislead me into accepting an incorrect item. Given the circumstances, I no longer wish to proceed with this purchase. I kindly request that you process a full refund for the headboard and arrange for the immediate collection of the incorrect item currently occupying space in my home.