I WAS in E Mart on Saturday (14 April) and queried the price of a 40mm plastic pipe.
I was told that it was R65 per six-metre length. This was prominently displayed next to the stock. I did not have roof racks on my vehicle so I bought the elbows and other items and decided to call back later to load the longer pipes.
On 17 April at about 1.40pm I went to the department and there were only two lengths in stock. I took them both and re-checked the price displayed on the wall. I queried when they would get more and I said I would be back that Friday to get the balance I needed.
When I got to the checkout I saw that the price was more than it should be, and was told that the pipes were more than R80 each. Not a big deal (R15 odd per) but not what was expected nor advertised. No one was prepared to sort it out, and behind my back they instructed someone to remove the signs. All they could say was that VAT had gone up, as if I didn’t know.
When I went back with management the signs were gone and no one knew anything about it. I created a fuss and suddenly two of the signs reappeared from the rubbish bin, but not the sign displaying the 40 and 50mm pipes. They kept arguing that the price and sign was for down pipes at R65 a length, but that was a separate sign which also disappeared.
I left the shop without the pipes I wanted, and decided to go back in to photograph the signs I could find, and suddenly the sign I wanted was there, in the bin, photo which is attached (above).
Very poor customer interaction, and certainly no customer satisfaction. I will take my business elsewhere, where it is valued.
Reuben Israel
Westville
ALSO READ: Kindness goes a long way in queues
The director of E Mart, S Ismail, responds:
I would like to apologise to the customer for the staff behaviour as the customer has not noted the staff who mislead him. Upon receiving your e-mail, I am currently conducting an investigation and will appoint SEESA to conduct a disciplinary hearing for the manager and staff responsible.
For the inconvenience and bad service provided by the staff, I will be happy to give the customer the products at no cost. I sincerely apologise for my staff’s mismanagement.
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