Coricraft/ order for couch covers and inners

Coricraft Sandton Order number E11346

I came into the Sandton City Branch of Coricraft on the 29 June 06, and after 1 hour of trying to place the order, asked whether I could come in the next day. The problem was that while the sales lady could offer me what I wanted, the correct code was not available with a price in the computer system, so CT office had to do something to the order system, before my quote could be supplied. I came in a paid the full amount for the order for 2 x 3 division Santorini couch covers and inners on the 30 June 06. The order states that these were to be in Sand colour as per the sample in the shop. I phoned Ramielle during the course of the period (sometime between 1 – 15 August 06) and she confirmed that all was on track. I then called Ramielle in the week of the 18/6/06 and was informed that the order was running two weeks late. I then called on the 28/8/06 to enquire about the status of my order at the time that I expected delivery. I was told that the sales lady, Ramielle was on leave, but someone else would call me back. On Tuesday (15/8/06) a message was left on my cell phone that the order had arrived and I could collect from the Sandton City branch. I could only go to collect on Friday (1/9/06) and when I arrived, I was informed by Ramielle that the order had been incorrectly made in 2 divisions instead of 3 divisions. She told me that the CT factory would do a walk through of the correct item and that if I agreed they could make it by the following week Friday for delivery by Wednesday 13/9/06, but could not guarantee the exact date. She then told me that the other problem was that the order was made in clay and not sand, but they were the same thing. This was a blatant lie and I took her to the samples in the shop and showed her the clay, which has a yellow tone. The sand sample had been removed, but she admitted that they were not the same thing. I then asked that it is made in oatmeal colour which is closer to the sand colour. She agreed and I left the shop with the understanding that I would not be expected to collect the order and that she would arrange free delivery. Today is the 15/9/06, two and half months since I placed the order, and I had not received a phone call re delivery. I phoned Ramielle at 10:30 and she told me she would call me back. At 15:30, I had not received a call and I phoned back and was told that she is out of office. I asked that she either phone me today or I would come in tomorrow and deal with the issue. She phoned at 16:20 and informed me that the order had been made in clay and not oatmeal and once again advised me that the reason I had not been contacted and she did not know about the issue is that she was on leave. She has asked me if I would be prepared to wait for another walk thro. I am trying to phone the call center to talk to the manager Cheryl Godhard or alternatively Craig Schneeberger. The call center message advises me I am 1st in the line and after 1 minute, directs me to a voice mail (as Ramielle took the whole day to get back to me and only phoned after I threatened to come into the Sandton branch), I assume that the CT office is closed. Craig Scheeberger cannot be reached as the JHB switchboard is not answering my call as I presume that the offices have closed – which is very inconvenient based on the fact that Ramielle took the whole day to get back to me.

I also cannot get hold of Ramielle (as the switchboard is closed, despite the fact that the branch is still open) to confirm my decision on whether or not they must proceed with the correction. I will have to do this tomorrow. It is 1 month after the expected receipt date and the factory has still not made this order to the original order form – this is either due to factory management incompetence or sales person incompetence. My frustration levels are extremely high, especially considering that Ramielle makes no effort to follow-up on the order proactively and leaves it to me to phone her after I get non delivery!!!!!

My issues:

1. Blatant lies

2. Total inefficiencies

3. Now follow-up of client orders, even after promised dates

4. When someone is on leave, no-one takes responsibility for their orders

5. Total incompetence of the factory in producing the order on the order form

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