Extremely bad customer service,

Dear Sir,

I’m waiting to express my deepest concern about what happened with me in your Cairo festival mall outlet.
I had bought three bar chairs for my house a little while ago and all my information is on the outlet computer system and before I pay for them the salesman assured for me that at any time I would need maintenance they would definitely do it and I should not have any worries what so ever, and that I don’t even have to assemble them or carry them they could do that for me for free, which I agreed only to have them assembled and carry them in my car.

Reaching my car the worker handed me only one Alan key instead of three which was only the beginning.

Less than a week later there was one black screw loose and kept falling every while, due to its missing knot and rose, and the same chair was loose from its rotating bearings part, unlike the other two chairs.

That’s thanks to the careless untrained man power in this outlet.
As I was near by I paid a visit to the same shop and I explained the situation to the salesman who assured me that at any of my few free time I have, I could bring the chair to any employee and they would be glad to assist me on the spot and without any receipts because there is a lifetime guarantee and maintenance etc.

Finally today I managed to take my family out and I brought the same chair with us including all its components and all I needed is a knot to fix it and tie up the bearings.
The shop assistant took the chair without checking it out or any given receipts.
A maintenance personnel took it from me and he told me that we don’t have these chairs or spare parts any more etc, trying to get into an argument and lots of undesired technicality with me for good 15 minuets and wasting our time for nothing.
At the end I left my personal mobile number for them to be contacted as soon as they are done with the chair.

A couple of hours later they called me and I went to collect it, and although I have given him the original black screw, I found a different type of a silver color screw and all the top of the back of my chair is full of deep scratches and the bearings is even looser than before.
Which was very obvious that the worker who was dealing with the chair had set it on a hard surface and scratched it badly.

When I confronted the sales man with the problems I’m facing he called the same technician and he said it was like this when he took it from me and he asked me in an arrogant manner “when did you by this thing”?

I asked to speak to a supervisor or anyone in charge, some one came over and he waved his hand in a bad manner and he said wait. I did not know what I was supposed to wait for, and after I asked a sales lady she said to wait till the supervisor check out the tapes and see what happened.
I asked how am I supposed to know what am I waiting for and for how long, and why I’m getting dealt with in a bad attitude from management and maintenance too, as if I have bought a stollen goods and not from a decent company.

At that moment I decided to leave the shop to avoid further humiliation and they refused to give me a receipt as usual.
On my way back home I called Home Center on +201066656139 and +201098884854 and after I finally got through someone there called Mahmoud kept insisting that I come back and take my chair and that it is all my fault furthermore no one is going to help me about this problem.

In brief I would emphasize these points:
* using different part with different color from the original one to fix the chair “without consulting me first”
* work done unprofessionally as my chair was badly and deeply scratched
*customer disrespect “they doubted what I have said treating me as if I was a liar. I mean why would I do that for a chair that doesn’t cost more than 50$!!!!!!”
*Management bad attitude.


Best regards
Captain Ahmed ElNadi
[email protected]
+201003666523
Airbus 320 Captain
Airarabia, Cairo Egypt