Story: Domestic worker accident with ceramic double-bowl kitchen sink. Cracked. Decide on less vulnerable stainless steel derivative to avoid future repeat performance. Builders Warehouse Rivonia have truly marvellous black female plumbing advisors - 'Comfort' (appropriately named) is one of them, Rosina is another. They're not matched however, by the Builders Warehouse computer inventory system which shows stock of 10 of the sinks I need, but in fact none are to be found.
I think: Remember hearing Bathroom Bizarre advertised and heavily punted on Talk Radio 702. I schlep to Randburg. They have the sink I need.
Sunday, I open the box on the back of the sink unit, expecting it to contain the plug fittings. Nada. I call Bathroom Bizarre Monday morning. There's an immediate and defensive reaction; 'We told you we didn't supply waste units with this sink. That they're separately charged and that you can get them at Builders Warehouse.' Utter and complete pack of lies. I didn't even know the darned things were called 'waste' outlets. Secondly, I would never knowingly have bought an 'incomplete' unit. That's a no-brainer. So a discussion may have occurred between salespeople backstage at Bathroom Bizarre, but not, as claimed, in front of me.
I schlep the unit back to Bathroom Bizarre to be told by Vanessa that she's now found me two waste connections. I told her: 'I don't want to do business with you.' I got my charge credited and used another supplier who was efficiency itself. And cheaper than Bathroom Bizarre. So the only thing Bathroom Bizarre has pulled the plug on, in my opinion, is their relationship with me.
As Jan Carlzon, erstwhile CEO of Scandinavian Airlines knew, it's all down to just one 'Moment of Truth'. That moment proved too much for me. I hate lies, liars and coverups. You'll always keep a customer by acknowledging a cock-up and doing something to fix it. Why, oh why, is the South African default and norm, an attempt to blame the customer? I'm one of the reasons you have jobs people! Sabe? Capish?
Posted by Clive Simpkins