Hellopeter
Share Your Experience
GT
Gilbert T

1 reviews | Active since Jun 2017

18 May 2018, 14:46

Bad service, slow turn around all while they hang onto their money

On the 14th May, I ordered 2x 48KG gas cylinders from Afrox. 3 days later I still hadnt heard anything from them, even though they had already debited my account for the funds.

Eventually after 2 days of phoning them, they came back to me to say they no longer deliver to residential areas and that they would cancel the order and refund my card. As of today they have still not refunded my card.

0
Replies (5)
Afrox
Afrox's reply18 May 2018, 15:47
Official

Good day Gilbert

Thank you for your feedback, as per our telephonic conversation,

please note that your feedback has been escalated for urgent attention.

Your reference number for this request is: ***

Please feel free to contact us should you require any further information.

Kind regards

Customer Experience Team| African Oxygen Limited| ***

Email: *** | Website: www.afrox.com

GT
Gilbert T's update19 May 2018, 11:03
Reviewer Update
Hi, Your escalation is terrible... So someone called me, I think her name was Melanie who told me she was going to fast track the process. She said she was going to send me an email to which I had to reply to with the credit card that I used to refund the payment. Im still waiting for the email. Even worse off, she asked me to send my credit card details to an open support email address. If that isnt looking for some type of ***** I dont know what is... TERRIBLE SERVICE!
GT
Gilbert T's update21 May 2018, 17:18
Reviewer Update
To make matters worse... After Afrox promising me a refund for the last week, and repeatedly telling me that they have cancelled the order... They tried to deliver today... I have turned away their delivery as I received gas from another supplier after them repeatedly telling me they dont deliver to residential areas. Does anyone in this company have a clue? Im still waiting for my refund...
Afrox
Afrox's reply22 May 2018, 09:54
Official

Good day Gilbert

Please accept our sincere apologies for the inconvenience that we have caused you.

The delivery that was done yesterday was arranged with one of our Partners who do deliver to residential areas.

Unfortunately this arrangement was made prior to you advising us that you had already received your gas from a different supplier.


We have tried to contact you numerous times during the course of yesterday but we were unsuccessful. We wanted to advise you that we have been working with your bank to ensure that you refund is done without your card details.


We are still working with your bank today as well and you will be receiving calls from a consultant today (if not already).

They do require you to confirm your card details hence the reason for the numerous calls.


Once again, we do apologise for the experience that you have had and would like to assure you that we will strive to ensure that this will not happen again.

Kind regards

Customer Experience Team| African Oxygen Limited| ***

Email: *** | Website: www.afrox.com

Afrox
Afrox's reply22 May 2018, 11:23
Official

Good day Gilbert

Thank you for your patience while we resolved our complaint.

As per our telephonic conversation with you this morning and as per our records this query has been resolved and is now closed.

Should you still require assistance, please feel free to contact us via email or telephone on the details below.

Kind regards

Customer Experience Team| African Oxygen Limited| ***

Email: *** | Website: www.afrox.com