I would like to express my extreme disappointment with the lack of service received from OK furniture recently.
I’ve placed an order online for a washing machine on the 27th June 2020 , I have paid confirmation for it and was sent ONLY AN ORDER NUMBER with no further update since placing the order. No contact has been made from your team to inform me of where my delivery is.
I was charged nearly r400.00 for delivery fee , which I think is ridiculous for having to wait more than 5 days for my machine with no contact or update. Your policy states payment clears within 24hrs and delivery will be dispatched as soon as it has cleared, the payment has cleared and I have no machine. I was prepared to wait up to 5 working days because this is standard but it is now outside of this period and I have not heard a single thing back despite numerous phone calls to useless customer service staff, I have tried to track my order online several times but your system does not allow me to do so. I have emailed onlinesho***@shoprite.co.za and I have emailed and called jhi***@shoprite.co.za with no acknowledgement or response. My partner managed to find out that it is being dispatched from the Wynberg branch, however when we call the line there is a dead tone and cannot get through to anyone. What am I expected to do? I have paid for something that I have not received, that is simply not good enough.
I find this poor service hugely unacceptable and I do expect a resolution to my complaint immediately and it goes without saying that
I expect a FULL REFUND of my delivery fee as you are in breach of your agreement, I refuse to pay so much for a delivery fee for such a poor excuse of a service, you have not delivered on your promise and you have obviously not delivered my machine which I have paid for in full, the money is in your account. I bought this machine in good faith and I was not expecting this to be such a pain.
To be 100% clear on my expectations, I would like to have my machine delivered ASAP or within 1 working day at most and I would like to have the delivery fee refunded back to me.
If I do not hear back within 24 hours, I will address this matter with the consumer ombudsman.
Order number: 100016715
Please contact me via email because I am not always available to speak on the phone.
Thank you for your time, i hope to hear from you soon.