Homechoice
reviews and complaints

Since 15 of April to 21 of June 2019, I had the misfortune of being at the receiving end of Home Choice SA incompetence and criminal behavior bordering on daylight robbery and bad business practices on their part.
They are charging me an additional R6399 on top of the rightful balance of more than R7000 on this Account number: [protected].
To this effect, I wrote them numerous emails for them to rectify this blunder but no effect to this day. The merchandise that they are billing to my name was returned to them in the first week of May if I am not mistaken, around the 4th I believe. The funny thing is that I never received those purported products that I am being billed for. I never even got any notice of their delivery at the post office except for the reminder of their dispatch. I have no problem paying for my account for goods received but will never ever pay for products that I never received.
I would be delighted if Home Choice SA can reverse this unnecessary bill ASAP for my sanity and peace of mind. This is beyond incompetence, it is uncalled for.
Thank you for hearing my case and feel free to ask for further info as you deem fit.

On the 18th of February, the above-mentioned product was sent to HC for repairs. Amost 3 weeks later the laptop was delivered with the same problem. I then called HC and informed them about the problem. I was told that they need the exact date that the laptop was collected. We had to source receipts to be able to the exact date.

I then called and was told that the Courier Company will come and collect, which they did 2 weeks later which was on the 13th of April.

I have since called HC more than 5x wanting to ascertain the status of the laptop. Only on Monday, the 20th I was informed that it will be delivered the same day to my workplace. Today (24th) when I call, 4 days later. I am being told that they are unable to contact me and I was told to hold for more than 20min. When I call back no one answers

I mean, if they cannot get hold of me for 4 days how come I did not receive an SMS, an email or being called at my workplace to state that they are wanting to deliver the laptop. If I miss a payment, I receive communication on all the latter, however, because I am wanting what I think belongs to me. They give me one missed call and that is it.

My daughter uses this for school (University). This means that she has been out of laptop since February. Meaning that it is not serving its purpose as she only started using it this year.

I need to know what is happening with this laptop and should we get the initial problem after delivery, who should we contact that we assist us immediately. 4 months is a long time to be without the laptop when you are a University student.

Contact details:
[protected] or [protected] (during the day)
nomakhushe.[protected]@gmail.com

On March 2, I returned a baby compactum that was purchased from homechoice because it was defective. I contacted homechoice about the defect in January and someone was only sent to collect it in March. After it being collected, I enquired from customer service how long before my account is s updated and that item removed from my balance, I was told 14 working days. It is now mid May, interest is accruing on my account and I'm told that the item was not returned. I have sent them proof of pick up and I'm told that I must still wait until the item is received before I get my credit. What kind of customer service school did your employees go to? Since when has it become the customers job to follow up with your delivery guys ? Get your act together, get your people to do their job and credit my account. I will never buy from you again after receiving such pathetic service. I have to keep calling in to homechoice everyday to speak to their customer service dept. I spend more time on the phone with Homechoice staff than I spend actually doing my own job.

We were at the ramadaan expo my sons stand was opposite homechoice stand we then went to homechoice stand to get the blankets that were selling for r200.00 and some bedding, on saturday morning we were told that they were sold out... Later we saw a queue and trolleys of blankets being wheeled in... I am not racist but there was not 1 muslim person in that queue and how did they exactly know what time to come and that was the only stand they went to and caused disruption at the expo I feel it is very unfair that were unable to get a single item from your stand as we are taking it up on social media and with 786 the organisers of the expo

We went into the Homechoice Wynberg showroom to order a mattress. Once we got there we had a consultant helping us who could't give us prices or any information without confirming it with a manager. I immediately asked another consultant to help us who was so helpful that we were surprised by the good customer service we received from him. We were told we would have the mattress in 3-4 days. We requested to collect it ourselves at the showroom.

In the following week I received a call confirming that I placed the order and that the mattress will be delivered at my house between 7 to 14 days. I got upset about this as we were told it will take 3-4 days and that we could indeed collect it at the showroom. I told the lady on the phone about it and she corrected the delivery address but told me she could do nothing about the delivery date.

Later the same day I received an sms saying I will get the delivery to my house. I then sent an sms back saying that we requested and confirmed that it will be delivered to the showroom. I also asked to confirm this. I had no confirmation and phoned the customer service line. I spoke to a gentleman who told me the delivery will only be in the next 14 - 21 days and that the sms I have on my phone is NOT THE SMS I RECEIVED! He then told me that I should have received an sms saying that it will be delivered to the showroom. I couldn't believe that he was telling me that I did not receive the sms I just read to him!

I then received a sms to say my mattress is ready for collection. We collected a Sealy Heaven Classic Mattress from the Wynberg Showroom on a Saturday morning and when we got home we realised there is a hole in the mattress on the side. Tuesday morning I e-mail to tell them about it. We would like the mattress to be exchanged as we are paying a lot for this mattress.

By Friday I have had no feedback from anyone. I phoned and got through to a consultant, I explained the situation and she told me that nobody opened my e-mail thus there was no respond to me. I told her that I did not want to hear the excuses and told her I want to speak to a manager as I want to sort this out immediately! She asked me to hold on and I was on the line holding on for 5 mins.

I then spoke to a supervisor who again asked me to hold on, this time I held on for 4 mins. She told me she will help me and sort my query out. She told me everything I wanted to hear! I thought I was overreacting this whole time and started feeling bad for being so hard on the staff! She told me she request for an urgent collection which should happen the same day or the next day and once they receive the mattress they will arrange for a new mattress. She will speak to me by 12:00 the same day and will then confirm everything. Well...I have not heard anything from her! I phoned at 13:34 the afternoon and was told she is on lunch, I was furious to say the least.

At 16:50 I phoned again. 5 times I got through and the moment they pick up the phone goes dead. I finally got through to a lady and asked her to speak to the supervisor who told me she will get back to me at 12:00. This lady told me that she has left for the day...I said to her that I am now beyond myself and that I am really, really not happy with the service that I have received from such a prestigious company. This lady told me that this is not the service they offer and that she can't believe it. I asked to speak to any manager who could help me, and she told me they are in a meeting but as soon as they are done they will get back to me and even if she has to stand there to make sure the manager calls me she will do that?!

Well, I am still waiting for Homechoice to contact me and sort out my query. Again I have realised what poor customer service this is. I realised how much time I have spent on this, how much money and effort and still I am sitting with my problem. I have not expected this from such a big company and its staff!

I received a call today from an agent (did not get the name) and she was extremely abrupt with me. For the past weeks I have received the same calls of agents reminding me of my account that is payable.
Let me be clear, I am not in arrears, a courtesy call, when my next statement is due, and how much. I get that too, need to keep people in jobs, but I disagree when I have asked that they really don't need to remind me, of such a call, as I pay on time every month, and my account is not in arrears. I get my statement every month.in some cases when I have extra, and pay a bit more.
An agent called me again today and when I asked her why do I get this all again, as they day before someone called me, and before that, I asked nicely that I really don't need this calls. Her remarks below, and I quote:
1:"are you not comfortable with calls from us, because you have a debt with us, and
This is home choice policy" with an attitude
2:"your account is in arrears, but due end feb" take note today is the 14/02/2019
3: "if you don't want this calls, don't answer your phone"
4: "you must pay account, and get use to this calls"
All above is how she bluntly put it. I will not stand for such nonsense, I am sorry,. Even if my account is in arrears, which is not the case. I told her my account can never be in arrears, as per my statement received on the 13th feb, no arrears amount reflects, but a due amount for end feb. Me personally take offence to such calls, knowingly that I have been a loyal customer to the choice group for over 15 years. For some child to call me and be disrespectful, and mind you, if not for my loyalty and many other customers, she would not be there.
Agent lady whoever you are, let me give you some advise in the corporate world. You sounded very young, but I will not give you the benefit of the doubt, cause you really cheesed me off. Your management needs to teach you that being rude to a customer is dismiss able offence and that the company can loose customers due to such behavior. You pushed my patients and that call went too far. I hope that they can go back to today' recordings at approx 14h05 and get a glimpse of how you treat loyal customers of over 15 years, like crap.
I don't buy from homechoice because of the credit preference they give, but because of the quality of their products. I have never been disrepcted like this ever
Management discipline your staff!

Good day.

I ordered bedding at home choice and it was delivered on the 09/02/2019 and I was told that should I not be happy I should call within 14 days and the courier will pick the parcel and so it happens that I am not happy with the parcel and I called home choice to collect and the rude lady that was assisting me rudely told me that I will have to take the parcel to post office then post the proof of payment so I can get the money I paid and I told her that is not what I was told then she went on to say, "well they gave you wrong information, coz even online it states so" then she dropped the phone. First of all the wrong information was given by you, second of all you will not tell me about something that is on line coz I was called, I did not order online, thirdly I do not have money or the time for post office, I work from 7am-8pm, fourthly since you refuse to collect your bedding please do not expect me to pay for something I do not like.

Thank you

good day

I bought 3 sets of duvets during December 2018 and I got a gift the orange set. when I went to collect my delivery they gave me incorrect order for the other duvet set. I advised them they told me they will return it and get me the right one however the colour I wanted was finished, so I exchanged it for another duvet. During December I got an sms saying they are going to charge me for the gift they gave me because I returned the order and I went to the store which they called their head office to explain the situation and they said they will fix it. yesterday I got the letter saying they have bill me R651.30 for that give. I called again today and spoke to Theo and Unathi Refence [protected] they said the will get back to me.

I received several a calls and texts from homechoice about my account ([protected]). I returned the parcel that was wrongly send to me on the 28/09/2018. I have send several emails and explained it telephonically to the agents. I requested that the amount I paid for the parcel returned should be credited on to my account, that had an amount almost near to the amount owing. I requested for latest statement reflecting the credit on my account to be emailed to me, but up to now I have not received any feedback. I do not I understand why calls are recorded and never followed up...

Please do sort this out as soon as possible to clear my name.

Anticipating your response as soon as possible.

Regards
Brumilde du plessis

I have received an sms that my order was received on my behalf by someone. When i call homechoice and ask who has received my order coz im staying alone i don't get a clear explanation. After nagging them for long i was given a dispute form to fill up i did that.

After 2 week of submitting the form .i have received an email that the investigation will take 30 -90 days to complete.in the meantime im being charged for this order and i have keep on paying to avoid bad credit record. Im very dissapointed with homechoice .and when i call they are still busy its been 2 months now .

Is it really that hard to track something that was dispatched by you and sent to the courier by you or its just poor service and negligence .i believe that someone should have called me and alert they will come to deliver or ask the person receiving the order to issue the id don't just give it away and add money into my aacount. And smses .

I am very disappointed about the home choice service.
I did order something and i had to return it beginning of November. i personally to back the order myself i did not send it back via post office and i got the receipt that i returned the orders but they sent me a statement to tell me to pay for something i did returning. its now December they are still phoning me every single day.
I sent them all the information and the copy of the receipt still they ddnt send me an email to pay the amount due.
I am soo disappointed. i wouldn't refer them to anyone. their service is so poor and not worth it. i tried to phone them to explain and they just say we will put it in the system but they dnt.

Hi I had a call from the following no [protected] @ 12:04 on my no [protected].
The lady was very rude and se does nt have customer service skills.I really don't understand why is she asking me to make a cash payment on the 27th as I have debit order arrangements with you guys.
Can someone please come back to me as I am really disappointed in the way she spoke to me.

I have also made debit order but still nothing has happened so far. I need the order now I am going out for holidays with my family this month. I am always at work and I would like home choice to specify the day of delivery. House 1653 Mhingaville 0976. ID no. [protected]. Contact [protected] .email [protected]@webmail.co.za. I will be out for holidays this month of December.

A lady consultant from Homechoice called (not sure about the date), she was advising me on the sale they had. I told her that I'm not interested but she was so convincing and told me that they are running a competition and that if buy anything on sale my name will be entered on the lucky draw. So I ended up ordering a set of towels, she even advised me that I can return the order if I didn't like it. I told her that the courier guys must arrive before 06:00 in the morning or after 17:00 in the evening cause there is no one at home during the day. On the 29th of October I received a call from the courier guy saying that he is in front of my gate, I then asked him to leave the parcel at my neighbours cause I was still at work. When I went to fetch the parcel from my neighbours, there were 2 boxes and it was a linel & a blanket and 2 set of towels inside the boxes. There was a R8900 invoice inside. On the 1 November I sent an SMS to the return department but there was no response. I then called the customer service on the 3 November and they said I will have to courier the parcels to them and they gave me a reference number [protected]. But I couldn't send the parcels back cause the boxes were too big and I couldn't fit them in my car. So when I was about to call them again, a lady consultant called me and I explained to her that I'm having a problem in sending the boxes back. She then assured me that they will send their courier to come fetch the parcels.
Invoice number: [protected]
Parcel Number: PF4790487

Can this be rectified before the end of the month. Stop ripping people off. This is not acceptable at all.

Hi there

In October I was called in by one of Home Choice agents advising of the bed special. It was a bank bed, double at the bottom and single on top.

I then made a purchase of a bed and it was delivered on the 23 October. The bed was delivered with 2 single bed matrasses.
I called Home Choice from day 1 and I was given the above reference numbers and a series of run arounds and the issues remained unresolved.

It is now 21 November the bed is not replaced. It is lying in my house occupying space and not used.

I have been requesting Home Choice to come and fetch their bed or I will charge them storage.

It is disappointing that you nag people to buy from you but you cannot deliver once they place an order.

Today I called again and I was made to wait for a supervisor for more than 20 min until I hung up.

It is not fair that I must now chase after Home Choice.

Regards
Zukiswa Njobe: [protected]

Z.Layman
Home choices
78 Main Road Wynberg
Cape Town 7800
Homechoice (Complaints)
On 30 November 2016, I received duvet and a gown, slippers serial number [protected] which was the wrong order.
Unfortunately, the item was incorrect. I did not order the above mention items I wanted the comforter; however, I return the items back to homechoice on the above mention addresses and the specific date 8 December 2016.
Based on my return of the items the was no contact from homechoice I also tried to contact but unfortunately could not get hold of them but after some time agent from homechoice called me back to state that their received the items. In 2017 on my way to the bank just to find out that I was blacklisted by homechoice based on no reason. So, I have tried to contact them to communicate the issues out but no respond on my emails.
To resolve the problem, I would appreciate your clear my name unblack listed me. Enclosed are copies payment of my records.
I look forward to your reply and a resolution to my problem. I will wait 21 November 2018 before seeking third-party assistance. Please contact me at the above address or by phone [protected] or [protected].
Sincerely,
Lizzy Makhetha
[protected]

I ordered a Sealy bed a few months ago however the matress was too high as i was pregnant at the time and asked for an exchange.the bed was replaced by a restonic however the matress was flat and spring making a noise.i again asked for an exchange and i received a different matress which is now worse than the first 2.after a few weeks use the springs is flat.i cant sit on edge with baby it sinks in on all sides.if i sit in one corner the bed lifts up on the other end.i am very unhappy with homechoice as i made several calls to them but are told they will decide how to handke situation i must wait at first it was 2 weeks, then 2 weeks again and now 3 weeks for a response.i took photos of this terrible bed.

Good Day,

For months now I am getting continuous calls which your consultants are calling "courtesy calls" on my account which is not in the arrears. Besides you wasting my time, your consultants do not care if one is busy or unable to talk as there are other people around. They question you like you as though you are overdue for payment and one of my friends even asked me if my account was in the arrears (which was so embarrassing). Because in a matter of 1 hour, 3 of your consultants phoned me questioning me about when I was going to make payment - it was not even close the the end of that month!

Feel free to contact me if I don't make payment by say the 3rd of the month (in order to give the payment time to reflect) but to phone me around the 20th of the month to find out when I am going to pay, is just ridiculous. And as I mentioned, it's not one call. Personally, I think it is a complete waste of time, money and resources.

If my account goes into the arrears, well then call - but to treat your clients like criminals, is a bit extreme. How could I ethically promote Homechoice if I personally receive such awful service from your consultants? I would hate to put someone in a position of having to justify when their account will be paid, before the payment is even due.

Don't get me mistaken, I think Homechoice is amazing when it comes to products and delivery - it's just the service that needs serious attention.

There is a difference between being proactive and just ridiculous. How many hours are your consultants spending on clients which are not in the arrears and how high must your telephone account be? Surely that money could be put to better use, such as upskilling your staff, broadening your range or just on staff well-being.

Customer Service is vital - but when it is working for your good, not against you.

Anyway, long speech over - please stop your consultants from contacting me for no good reason - if I am in the arrears, I will welcome their call - but not until then.

Kind regards,
Chantel

Good day,

I've placed an order on the 17th of October and still haven't heared anything from you. I keep on calling and they tell me that the order is still pending but I'll get a call.

I don't get the calls as promised, I have to follow up and get the same answer again.

I called again now and was told that the number that they have on the system is different to the one I'm giving them, and they also need proof of address from me.

My order is still pending and will take up to 14 days to ship out.

[protected] :
order confirmation

Your service is really bad.

Susanna Lottering
[protected]

Homechoice management,

Please note that your agents are calling me over 5 times a day.
I have explained to them that we are not allowed these calls at work. This is now becoming a problem for me at work.
I even block the numbers and an hour later there is new number.

I have been a customer with your'll for years now and I always purchase online.
Please can you you remove my number from your marketing list?
[protected]

Thank you