1 reviews | Active since Sept 2020
Clothes Returned and Collected but no Refund and no Help
My wife bought cloths on account from an Ackermans in Kimberley. The cloths did not fit our children when fitted at home. My wife then returned the clothes back to Ackermans to be refunded, only to find out at the end of the month that the returned clothes’ value were not refunded. The original receipt was required when returned as proof and no other evidence returned to her of the exchange, while it appear as if the counter assistant did not book the exchange on their system. When my wife reached out to the manager he said he can do nothing regarding the issue nor discuss this with the relevant staff member, due to the receipt having been collected. When my wife phoned the complaints division telephonically, the response were that it was out of their control and that she needed to consult the relevant manager. Having raised the same complaint to other friends, the response were that this was not the first time they have heard of similar incidents at the Kimberley Ackermans. To make matters worse, the following month my wife paid much more off on the account (more than 3 times the required monthly amount), just to get a phone call the following month on a late payment which would reflect negatively on here credit score. We are very disappointed in the service of the Ackermans Kimberley Branches specifically, but also the complaints/customer care division for not solving this problem and throwing the problem back to us. What assurance does one then have that your account will be refunded when clothes are returned on time, in good-, unchanged conditions, with tags and all.
We appreciate the time taken to notify us of your dissatisfaction.
We appreciate your feedback and will ensure that your query is escalated to the Divisional Sales Manager for investigation. He or she will contact you soon.
Kind regards, Ackermans Customer Service
We appreciate the time taken to notify us of your dissatisfaction.
We appreciate your feedback and will ensure that your query is escalated to the Divisional Sales Manager for investigation. He or she will contact you soon.
Kind regards, Ackermans Customer Service
To date we have not received any response from you. In order for us to assist you with your complaint, we await your response.
Kind regards, Ackermans Customer Service
To date we have not received any response from you. In order for us to assist you with your complaint, we await your response.
Kind regards, Ackermans Customer Service
She will however revisit the relevant branch this week again
She will however revisit the relevant branch this week again
So yesterday, my wife went back in to the relevant Ackermans branch with the 3 months bank statement. Why, we do not know as the cloths inquired on the Ackermans account and returned, but not refunded, would not reflect on the bank account but rather on the Ackermans archive receipts files.
Back at the relevant Ackermans branch, my wife and the branch manager had a telephonic meeting with what I presume is someone from client service at their HQ. The telephone reception was so poor that the phone was put on speaker in front of other clients, further humiliating my wife for something she was not at fault for. And throughout this poor communication on both sides of the telephonic conversation, even on speaker setting, the relevant parties could not properly comprehend each other, nor convey a proper communication among each other. The concluding message to my wife at the end of this meeting was that she was still liable to payoff the relevant amount, even though the branch staff did not book the parcel as returned.
Thus no win-win resolution but rather a Win for Ackermans and a Lose for client. Ackermans winning a ± R1 600 for free, after the relevant amount's cloths was returned and us against our will donating the relevant amount and also loosing our trust in Ackermans who we continually supported much more than other clothing branches.
So yesterday, my wife went back in to the relevant Ackermans branch with the 3 months bank statement. Why, we do not know as the cloths inquired on the Ackermans account and returned, but not refunded, would not reflect on the bank account but rather on the Ackermans archive receipts files.
Back at the relevant Ackermans branch, my wife and the branch manager had a telephonic meeting with what I presume is someone from client service at their HQ. The telephone reception was so poor that the phone was put on speaker in front of other clients, further humiliating my wife for something she was not at fault for. And throughout this poor communication on both sides of the telephonic conversation, even on speaker setting, the relevant parties could not properly comprehend each other, nor convey a proper communication among each other. The concluding message to my wife at the end of this meeting was that she was still liable to payoff the relevant amount, even though the branch staff did not book the parcel as returned.
Thus no win-win resolution but rather a Win for Ackermans and a Lose for client. Ackermans winning a ± R1 600 for free, after the relevant amount's cloths was returned and us against our will donating the relevant amount and also loosing our trust in Ackermans who we continually supported much more than other clothing branches.