Buyer beware, poor customer service and lack of accountability demonstrated by AC Direct

I am writing to express my utmost disappointment and frustration with AC Direct and their accounting department. My recent experience with this company has left me feeling taken advantage of and let down by their lack of accountability and professionalism.

On 24 February 2023, I purchased a fridge from AC Direct and was assisted by Juanitta, who was quick and efficient in processing my order. I had arranged to collect the fridge from Snowmaster directly in Paarden Island. However, I changed my mind and logged a return on Monday morning, 27 February 2023.

I returned the fridge unopened and still sealed with the straps, and asked if I should return the fridge. I was told that there was no problem, and that they would collect it. Despite calling to determine why the process was taking so long, it was not until the next day, 28 February 2023, that the fridge was finally collected.

I then contacted AC Direct requesting information on the status of my refund, as the unit was returned in a perfect, sealed condition. On 1 March 2023, after multiple calls and emails, I was directed to their T&C page and informed that "all refunds have a turn-around time of 14-21 business days."

I expressed my disappointment at this lengthy turnaround time in an email, but received no reply. When I contacted AC Direct again on 10 March 2023, I was informed that the expected date of refund was between the 15th and 17th of March 2023. Despite expressing my frustration and disappointment via email on 22 March 2023, I again received no reply.

To my dismay, on 23 March 2023, I received an email stating that my refund had been processed, but that a 10% handling fee had been deducted for a product that was returned unopened and sealed, with the return logged on the first available business day after purchase.

As a result of this experience, I feel compelled to warn others about the poor customer service and lack of accountability demonstrated by AC Direct. It is clear to me that this company is more concerned with quick sales than with providing adequate and satisfactory after-sales services.

Therefore, I urge all potential buyers to exercise caution and think twice before making a purchase from AC Direct. Instead, I suggest that you seek out other companies that prioritize customer satisfaction and provide timely and transparent services.

In conclusion, I have learned a valuable lesson from this experience, and will be taking my business elsewhere in the future.

Sincerely,