eXpansys South Africa Complaint
 SUPPLIER |
eXpansys South Africa |
 INDUSTRY |
Electronics |
| BRANCH / AREA | jhb | COUNTRY | South Africa |
| TIME / DATE | 17:17 Tue 30 Aug | PERSON RESPONSIBLE | Reyner Nefdt |
| CUSTOMER | Ritz_SA | View all reports by user |
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3
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Wed 17 Aug | ||
| HEADLINE | Service takes forever! They don't refund!! |
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I ordered a phone cover on 22/07 and was told it would take 10 working days to arrive. After waiting for 18 WORKING days, I contacted Reyner (and orderstat@expansys) to cancel my order. Their response was that they need to pick up the stock from the post office before they can refund me. I contested this as I had not received the stock, the issue of stock return was between them and the post office. On Aug 17, Reyner said he would get his accounts dept to process the refund asap. It's now Aug 30 and I still have not received my refund! This is pathetic service - I'd advise anyone reading this to stick to the larger online SA stores eg. Kalahari, Digital Planet, Take two etc. Ritesh |
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| SUPPLIER'S RESPONSE | eXpansys South Africa | Time and Date | 17:27:11 | Tue 30 Aug 11 |
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Hello Ritz_SA, Thank you for your comment. Upon review of your order, I can identify the item arrived in Johannesburg within the 10 working day lead-time quoted. A delay at customs was experienced for 4 working days following arrival. Your item was then shipped off via the Economail Service with the SA Post Office as selected by yourself to the address provided. Your request to cancel the order was received post shipment. Unfortunately we cannot issue a refund until the goods have been returned back to us, this was also communicated to you but also is standard practice. I do apologise that we could not fulfill your order due to the delays encountered which prompted you to cancel your order. Thank you for using Expansys South Africa. Kind Regards, Sandy Caplan Customer Service Liason Expansys South Africa. |
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| UPDATED RESPONSE | eXpansys South Africa | Time and Date | 08:10:31 | Mon 5 Sep 11 |
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Hello Ritz_SA, Thank you for your comment. Please note your refund was effected to the Credit Card used within 24hrs of us receiving the returned item back. Please allow up to 5 working days for the funds to show as available in your card due to processing times between the banks. Further, please note the lead-times quoted on the website at present are accurate provided no customs delays which may or may not be encountered as indicated on the website. Kind Regards, Sandy Caplan Customer Service Liason Expansys South Africa |
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| CUSTOMER'S FEEDBACK | Ritz_SA | Time and Date | 07:54:18 | Mon 5 Sep 11 |
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Utterly Disgusted:
It seems that incompetence runs through the organisation. Sandy has not even addressed the issue of the stock return (as I was told by Reyner that their logistics dept. will have to pick up the stock from the post office). Has it been picked up? When is my refund being processed? With regards to the lead time on your website - this is your business...you need to quote realistic times if you don't keep stock! I didn't receive the stock 18 WORKING DAYS after my order-your maths doesn't explain? |
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