Bash/TFG - Very Very Very Bad Bad Bad Experience

I am beyond disappointed. I ordered a present for my son’s birthday on Wednesday the 3rd of April 2024 and payment was confirmed on the same day at 12h23 by yourself as per below: Hi We've received payment for order B***-01 placed on Wednesday, 03 Apr 2024.

Your order is being prepared and will be delivered in 3-5 working days. We'll notify you when your items are handed over to our couriers.

You handed over the parcel to the courier on Thursday the 4th of April 2024 at 16h58. The courier on the same Thursday the 4th of April 2024 at 17h05 confirmed a “Warehouse Load Completed”.

That was the update on the M24 Logistics Tracker since I first checked on Friday the 5th of April 2024.

I then made contact on 10 April 2024 making a follow up on the delivery since according to your indicated 3-5 days delivery, 5 days was the following day and there was no movement on the Tracker update of which I was wondering if there was an issue at the courier. I was then advised by Mbongeni that the order will be submitted latest in 5 days and if not I should then make contact. On Thursday the 11th I again made contact to Bash that the courier delivery tracker is showing that the delivery is missing and after hours I was advised that the courier lost the parcel and that I would be refunded to re-order. Bearing in mind that I did advise Bash that I’m making a follow because I’ve done numerous orders with TFG and I never had such an experience. This morning 12 April 2024I got a notification from the courier that the delivery will made before 5pm. I again then made contact to Bash since they indicated that they will be making a refund, to inform them that the courier is making the delivery. The agent from Bash then advised me that the courier found the parcel but since they have initiated the refund they have instructed the courier to send the parcel back.

The message I received regarding the refund: Your Bash purchase was returned. We'll refund you into your original method of payment and it will reflect within 5-7 working days.

So with all your internal issues and very very bad and very very rude agent I dealt with today who couldn’t even advise of your process that I need to wait another week for the refund then place an order again which is going to take another week if I’m lucky this time to receive the order. My Son won’t be having their birthday present.

How do you operate like this?

How do you treat you clients like this that they have to on their own are expected to figure out the mess that is happening internally at Bash?

From an indication of 3 to 5 days delivery, this delivery process will take 3 weeks. Is this fair? I even asked Bash to please expedite the refund so that I can reorder but I was told that there’s nothing Bash can do but stick to the timelines indicated.

It’s such a frustration and what makes it worse is the no-feedback from Bash. I spent hours of my call time contacting Bash.

Please sort out, be more reliable and professional.

Why is Bash’s internal problems my problem. I made an order and that’s all I expected, the rest Bash should be making a plan to make sure that it keeps its promise to its clients.

I asked to speak with a manager this morning and I was again advised of a 24hr to 48hrs that a manager will return to me.

How do you sustain business with such an attitude to your customers.

I don’t owe TFG a single cent to be treated like this, TFG actually owes me instead.

Disappointment is an understatement.