BK
Bokhutso K
1 reviews | Active since Mar 2017
06 Feb 2025, 16:08
Only order if you are in the burbs or expect to wait forever with no communication
Still shocked at the manner my query was handled,instead of resolving query in a professional and civil manner after 6 days of waiting for the products,my order was cancelled(It’s giving we not desperate for your money ,go to hell).No apologies whatsoever.The lack of regard for their customers is appalling !!
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Replies (2)
Beauty on TApp's replyOfficial
06 Feb 2025, 16:23Hi Bukhutso. Thank you for the review. As explained most courier companies deliver in certain areas (outlying or high risk areas) on certain days hence we have a 2-5 working day policy on our website. During our conversation with you we stated that Fastway only services in your area on Mondays. Your order was placed on a Friday evening - the team does not work weekends. Your order was dispatched on Monday afternoon and on Thursday morning you queried this and stated that the order is taking long. Our website clearly states that delays due to couriers are out of our hands. We can assist in engaging however their policies are their policies. We did not cancel your order - you requested a refund given your complaint that the courier is taking too long. We expedited your refund, overriding our 7 day policy and ensured your funds cleared same day (within an hour of your request) and also ensured we refund your courier fee whereas this is normally not allowed if orders are cancelled or recalled after shipping. We hope this provides clarity. You can also refer to our policies on our website for more information.
Beauty on TApp's reply06 Feb 2025, 16:23
Official
Hi Bukhutso. Thank you for the review. As explained most courier companies deliver in certain areas (outlying or high risk areas) on certain days hence we have a 2-5 working day policy on our website. During our conversation with you we stated that Fastway only services in your area on Mondays. Your order was placed on a Friday evening - the team does not work weekends. Your order was dispatched on Monday afternoon and on Thursday morning you queried this and stated that the order is taking long. Our website clearly states that delays due to couriers are out of our hands. We can assist in engaging however their policies are their policies. We did not cancel your order - you requested a refund given your complaint that the courier is taking too long. We expedited your refund, overriding our 7 day policy and ensured your funds cleared same day (within an hour of your request) and also ensured we refund your courier fee whereas this is normally not allowed if orders are cancelled or recalled after shipping. We hope this provides clarity. You can also refer to our policies on our website for more information.
BK
Bokhutso K's updateReviewer Update
06 Feb 2025, 20:17The refund was processed because you were in the wrong ,your customer service approach causes customers to doubt theiir experience and feel dismissed which is a form of gaslighting!!This behaviour leaves customers feeling frustrated and unheard.Do better,take responsibility and improve the way customer queries are handled.Invest in comprehensive customer service training for your staff.They need to be equipped to handle issues with empathy and respect not as though they are making us a favour ..It wasnt my call for the order to be cancelled, when i suggested that the lady said she would call me back ,but at a later stage when she was failing to resolve the issue she pushed for that with a very bad attitude.Consider putting it out there that the swift delivery only applies when you are in suburbs and not townships!!!
BK
Bokhutso K's update06 Feb 2025, 20:17
Reviewer Update
The refund was processed because you were in the wrong ,your customer service approach causes customers to doubt theiir experience and feel dismissed which is a form of gaslighting!!This behaviour leaves customers feeling frustrated and unheard.Do better,take responsibility and improve the way customer queries are handled.Invest in comprehensive customer service training for your staff.They need to be equipped to handle issues with empathy and respect not as though they are making us a favour ..It wasnt my call for the order to be cancelled, when i suggested that the lady said she would call me back ,but at a later stage when she was failing to resolve the issue she pushed for that with a very bad attitude.Consider putting it out there that the swift delivery only applies when you are in suburbs and not townships!!!