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| Title of Complaint | Delarey - great idea, poor execution |
| Date of Complaint | 16 November 2006 |
| Company | Delarey |
| Complaint | I have found that Delarey, whilst having great stock and an immaculate stoor, is just not capable of living up to its promise. Just about everytime I have purchased something at Delarey there has been some form of mixup or delay. I now know that there is no such thing as popping into Delarey, and that I must budget at least an hour. I purchased R 18,000 of wooden flooring on Sunday. By Tuesday I had heard nothing and visited Delarey. I was told that I was never billed for delivery and I made payment - which took 30 minutes for them to process. This mixup, despite the fact that my delivery details were in fact written into the delivery book. Today is Thursday and on visiting Delarey again there was yet another mixup - goods that I had purchased on Tuesday were accidentally taken off the R 18,000 I had paid for the flooring. This took me more than an hour to resolve today. I was promised free delivery for today. Well, I have just spoken to them and it now appears as though their truck driver got stuck somewhere (hey Delarey, have you heard of the T-E-L-E-P-H-O-N-E ?). They have promised delivery for tomorrow and my builders and I are now sitting here (whilst I'm paying them) and playing Monopoly. Delarey doesn't seem to have any qualms in taking one's money for goods and then not delivering. I am now over R 30,000 out of pocket and have nothing to show for it except additional wages for builders that are unable to work. Pretty soon Delarey will realise that a great store cannot succeed without great people. Good luck to them & their interesting strategy. |
| Response on behalf of Delarey | Dear Mr Riley,
Our profuse apologies with regard to your experience at De La Rey. It is of great concern and I can assure you, it is absolutely not the way we do business. In order for us to rectify this problem speedily, we would appreciate if you could supply us with the following information omitted from your complaint: the De La Rey branch at which this incident happened; the invoice number as well as your contact details. Once again, our sincere apologies and assurance of our good intentions. Yours faithfully André de Jager Sales Service Manager De La Rey 1001 Building Materials Tel: (021)937 1004 Fax: (021)937 1003 Email: salesservice@delarey.co.za |
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