1 Month, No Response & Still No R9,000 Refund Despite Their Own Policy

I’m extremely disappointed with ARC’s online support and refund process. My order was collected on October 2nd, after weeks of delay and confusion around the pickup process. While I appreciated that it was eventually received, it has now been far too long with no refund processed.

I’ve been waiting for a R9,000 refund, and ARC continues to delay without providing a clear timeline or accountability. I no longer want a gift card refund, as I’ve already repurchased the same item in-store. I’ve specifically requested that the refund be processed back to my original payment method, as their own Refund Clause 4.5.2 clearly allows:

“Cash, electronic funds transfer, gift vouchers and debit purchases will be refunded by way of electronic funds transfer into the bank account nominated by You or by a gift voucher. You will be required to provide Arc with a bank confirmation letter confirming Your account details as well as a copy of Your identity document. Once the refund is actioned, the funds should reflect in Your account within 10 business days, whereafter Your bank confirmation letter and identity document will be destroyed by Arc.”

This policy makes it clear that a refund via EFT is permitted, yet ARC is refusing to do so. I’ve provided all required documents, and it’s been well over the 10-business-day period stated in their own terms.

This has been an incredibly frustrating and disappointing experience for such a large amount of money. If this is how ARC handles refunds, I’ll absolutely reconsider supporting them in the future. Shoppers should be aware that ARC does not honor their own refund policy and offers poor communication and slow resolutions.