The Voice - Consumer's Voice

They're both broken!

I need your advice. Last year in February I did a laybye for a bed which was on promotion at a store in Selibe Phikwe. The total cost was P4300 and I paid P1000 so I was left with a balance of P3300 to finish off the lay bye within 4 months. I decided to finish off the lay bye before the agreed time because I desperately needed the bed, only to find out that the sales person who was assisting committed an error somehow on the computer and entered details of a different bed instead of the one I wanted. So I had to pay extra P200 to get the bed I wanted because of the mistake made by the sales person. What hurt me the most is that the manager and the sales person did not apologise, they simply said I should pay extra P200 because the bed was no longer on promotion the price has increased or if I don't pay the extra cash I should be refunded. Out of desperation I paid the extra money because I really needed the bed.

I went back to the store to report the bed in September because the mattress was bad and is giving funny noises. I had also purchased a fridge and the door was not closing. Till now they have not assisted me. They said I should wait for 3 weeks but they keep giving excuses

Till now they have not assisted me the guy who was helping me yesterday was very rude he said he will not give me another fridge as for the bed he said there's no way he can help me.

This store deserves recognition for three things. Poor products, poor service and poor complaint handling.

I know that mistakes happen, but minor mistakes that cost P200 out of a total of P4,300 shouldn't be made your responsibility. It wouldn't have made any serious impact on their profits and it would have demonstrated that they put your needs first. And an apology wouldn't have cost them anything at all.

And then when both items are faulty they ignore you and say that they can't assist you? No, that's really not good enough.

But there's good news. I contacted their Head Office and they assured both you and me that they will bring a new fridge the next day and they'll order a new bed which should take 2-3 weeks.

Where's my wardrobe?

Hello, Richard. I have bought wardrobe from a furniture and clothing boutique last year. I finished paying the wardrobe in March last year cos it was laybye. From last year till today I didn't receive my wardrobe and they don't want to refund me. The owner says she doesn't have money to refund me because the business is down. So please I need help.

You are the sixth customer who has contacted us in the last few years about this company and on every occasion the problem has been exactly the same. They take customer's money and then fail to deliver what was paid for. The customers are then forced to fight for their purchases and also for any information on when they might be delivered. The excuses have also always been the same. We don't have money.

Clearly the people running this company need some simple lessons on how to run a business and in particular, how to manage their cashflow. We all know that mistakes happen and occasionally companies have supply chain problems but this company has way too many of them.

I contacted the supplier (again) and they responded, saying that you can have a different wardrobe immediately or a refund at the end of January.