Unknown delivery delay!

Good Day

Thank you for stating the above.

You say your disclaimer reads "5-7 working days to arrive at your store of choice" , Today marks 8working days since the purchase date and your agent advised that the estimated delivery date would be the 01/06/2023, which then makes it 12Working days - meaning you false advertised / over promised and under delivered.

What is even worse is that you do not even communicate to say if there is a delay / issues and I had to complain before receiving any feedback.

What I would love to know is what happens now??? Because at the end of the day, your delay has caused is a huge inconvenience for us.

Regards,

Good Day

Your agent did call. She then told me you are handling the matter and would get back to us before the end of Business on Friday - you never got back to us.

I was on leave and now I am back at work - how / when am I going to have the time now to go to another town to pick up the order when you finally decide you want to deliver it??? I even asked for an urgent cancellation and refund but my emails have been ignored.

No feedback, No status update - just silence with our money. You have no remorse / disregard for customers and I hope you study the Retail Code of Conduct and learn something about Proper Customer Service!

Regards,

Good Day

At this stage I do not want your apologies as you have been apologizing yet there is no progress / feedback / communication from your end, unless I contact you.

I just want my refund immediately / my delivery before COB today as I now need to even make plans on when / how it will be collected at the selected store.

So please ensure when you call me - its to inform me my order is delivered or my funds are returned.

Regards,

Good Day

I did speak to your agent and advised her just as I have advised you - there is no use calling me when you cannot even tell me anything. She called me to tell me she is escalating and could not even provide an estimated turnaround time.

I need proper feedback, not more false promises.

Regards,

10Working Days and I still do not know where my order is or if I will ever see my Funds.

Good Day
It is now 12Working days. There is still nothing at all from you. Where is our order? We are suffering whilst you are sitting with our hard earned cash and no one is willing to assist.
This is the saddest experience I have ever had as a consumer in South Africa.
We want our order please!
Kind Regards,

Good Day

At last, I received my package! And I believe I have a lady by the name of Margo to thank for that! She was extremely professional even when faced with my frustrations and anger. She understood that it was not about her, but about what I was going through and she was very empathetic and ensured she delivered on her promises. She is the only agent I dealt with, who made me feel she was in the situation with me and I Thank her once again.

Now, as much as I would love to write the store off - I love Ackermans as it raised us and is now raising our kids, whilst still with us. But you need to adapt to a long changed market and ensure you do not loose business simply because I cannot go in-store and I am traumatised by your online store. Instead of "Click & Collect", cant we have "Click & Shop"? Where I can select my nearest store, shop from their catalogue and they deliver directly to me via Courier? You can even charge for the delivery.

Please rethink your strategy as there are many in smalltowns without your store who would appreciate it and even those in Cities who simply dont want the hassle of having to go stand in queues in-Store.

Regards,