1 reviews | Active since Jun 2017
REFUND --- LONG OVERDUE NOW!!! YOU OWE ME MONEY!!!
On Sunday the 8th of July 2018 I placed my order online (value R999.95) and also made the payment that same evening. Received an email back with my order nr being 2119 + an invoice. I was also chatting to someone on Facebook messenger as I wanted to make sure the grey color I have chosen was the correct one. I there asked the question how long would it take for my handbag to be completed where I was told 5 - 30 working days T&C apply --- No problem. I then send a follow up message on Facebook messenger on the 31st of July as after our discussion on the 8th of July, I have had no other communication from Benna Bok. I was then 'very politely' reminder of the T&C and that manufacturing takes 5-30 workings days and that I will receive a waybill nr once my order has been dispatched. On the 24th of August 2018 (day 34 now and not counting public holidays or weekends) I once again followed up on my order. Then I was told that someone will call me about my order and I gave my cell nr, Adrian Louw then jumped into the discussion and told me that my order will be delivered to me by next week. My response was why did nobody tell me that you are experiencing a delay in my order? I had to follow up and if I didn't then I wouldn't have known. I then reminded them of their 5-30 working day policy and was told by Adrian that it seems like I want to argue and then asked me if I would like my order or a refund? The CPA word was also thrown in here by Adrian. Only then Adrian said he will contact his Quality manager to see what went wrong with my order, but he is not willing to go into a 'bekgeveg' (Afrikaans word) --- How unprofessional??? Then he told me that he is trying to help me but maybe he should hand the matter over to lawyers. My gosh, all I am asking is when can I have my order? I was then told that there was a fault on the bag and has been send back - all good but TELL YOUR CUSTOMERS! On the 1st of September I send a message again telling Adrian that I have still not received any confirmation when I can expect my order. No feedback. On the 4th of Sep I messaged them again, no feedback. The follow day I tried to call Adrian but he is NEVER available, I also send an email to ask Adrian to call me back. On messenger I ask the person to please give me an alternative number for Adrian as he is not in the office. Adrian then jumped in and said that he will not give his cell nr and that I must please send a mail. I did exactly that, AGAIN, where I insisted on a refund. He then responded on the 5th of September saying sorry and that I will be refunded. I have already provided him with my banking details. On the 9th, 12th and 17th of September I have been sending follow up emails as I have still not received my refund and nobody is responding to emails or Facebook messenger.
Benna Bok -- you owe me R999.95! I want my money back, its long overdue now!!!! I honestly hope higher level management than Adrian gets these kind of complaints as I can now see your reputation is not that great and if only I have gone to hellopeter before I paid you.... I would have NEVER ordered from you!!!
BENNA BOK PRESS RELEASE
Dear valued Benna Bok client
We are aware of the long list of complaints regarding our customer service and turnaround times on various forums including Facebook, Storemory, HelloPeter and “I Know a Guy”.
Kindly note that Benna Bok has grown so exponentially that when have fallen behind by three (3) weeks with our orders. Due to our staff working tirelessly we have been able to reduce this to only three (3) weeks were it was once five (5) weeks. We offer our sincerest apologies for this. We are working around the clock to fill the orders and will be posting updates here, regularly.
Benna Bok has been inundated by calls, emails and Facebook messages with queries regarding outstanding orders and/or refunds to such an extent that we have now employed additional staff to solely focus on customer service. We can but apologise for the customer service received thus far and undertake to vastly improve this in the future.
You would note that since yesterday afternoon a banner has been placed on Franella Footwear and Karoo-Ella’s websites inviting our clients to request a refund should orders and/or refunds not have reached customers.
Unfortunately fixing the bugs in our customer service takes time. We absolutely understand your complaints and frustration, and we have been referred to as “**********”, “********” and even “a Ponzi ****/scheme” - this is simply not true. The reality of the matter being that we have spent so much time attending to queries that we simply did not have time to deliver our excellent products.
Today we noted, to our dismay, that a certain “Frank Vermeulen” made, among others, the following inflammatory allegations:
To this we would like to reply:
Frank Vermeulen seems to be a “****” profile created solely to inflame already panicked customers. It is ****ing our business and it is ****ing our dreams. This line of sabotage is unproductive and regrettable.
Yes, Benna Bok is a private company with Petro Botha as our sole director. Yes, she is married to Frank Botha, who also works for the company and yes we are a homegrown business that is growing at a rate that far exceeded our wildest expectations.
We do not deny that it has become exceedingly clear that we have a great deal to learn about business and that we have even more to learn about customer service. But this does not make us ********, ********** or even *********. It is our intention, as it has always been, to provide our customers with the leather products of their dreams.
Please bear with us. All the complaints on the various social media platforms are being attended to. We are, however, finding it difficult to reply to each of the queries due to the panic and various platforms being used.
As a gesture in good faith we will soon launch the “Track My Order” function on the Benna Bok homepage. After you input your tracking number you shall receive an email, within 24 hours, setting out how far we are in the process with your order and an estimated time of delivery for your order. We trust that this new function will ease the panic and is only the first step Benna Bok is taking in improving our customer care.
We have also employed additional production staff and purchased a third industrial sewing machine to greatly increase our production capabilities.
Once again we again we can but apologise and give our undertaking that we are doing everything humanly possible to attend to your orders.
- Benna Bok
BENNA BOK PRESS RELEASE
Dear valued Benna Bok client
We are aware of the long list of complaints regarding our customer service and turnaround times on various forums including Facebook, Storemory, HelloPeter and “I Know a Guy”.
Kindly note that Benna Bok has grown so exponentially that when have fallen behind by three (3) weeks with our orders. Due to our staff working tirelessly we have been able to reduce this to only three (3) weeks were it was once five (5) weeks. We offer our sincerest apologies for this. We are working around the clock to fill the orders and will be posting updates here, regularly.
Benna Bok has been inundated by calls, emails and Facebook messages with queries regarding outstanding orders and/or refunds to such an extent that we have now employed additional staff to solely focus on customer service. We can but apologise for the customer service received thus far and undertake to vastly improve this in the future.
You would note that since yesterday afternoon a banner has been placed on Franella Footwear and Karoo-Ella’s websites inviting our clients to request a refund should orders and/or refunds not have reached customers.
Unfortunately fixing the bugs in our customer service takes time. We absolutely understand your complaints and frustration, and we have been referred to as “**********”, “********” and even “a Ponzi ****/scheme” - this is simply not true. The reality of the matter being that we have spent so much time attending to queries that we simply did not have time to deliver our excellent products.
Today we noted, to our dismay, that a certain “Frank Vermeulen” made, among others, the following inflammatory allegations:
To this we would like to reply:
Frank Vermeulen seems to be a “****” profile created solely to inflame already panicked customers. It is ****ing our business and it is ****ing our dreams. This line of sabotage is unproductive and regrettable.
Yes, Benna Bok is a private company with Petro Botha as our sole director. Yes, she is married to Frank Botha, who also works for the company and yes we are a homegrown business that is growing at a rate that far exceeded our wildest expectations.
We do not deny that it has become exceedingly clear that we have a great deal to learn about business and that we have even more to learn about customer service. But this does not make us ********, ********** or even *********. It is our intention, as it has always been, to provide our customers with the leather products of their dreams.
Please bear with us. All the complaints on the various social media platforms are being attended to. We are, however, finding it difficult to reply to each of the queries due to the panic and various platforms being used.
As a gesture in good faith we will soon launch the “Track My Order” function on the Benna Bok homepage. After you input your tracking number you shall receive an email, within 24 hours, setting out how far we are in the process with your order and an estimated time of delivery for your order. We trust that this new function will ease the panic and is only the first step Benna Bok is taking in improving our customer care.
We have also employed additional production staff and purchased a third industrial sewing machine to greatly increase our production capabilities.
Once again we again we can but apologise and give our undertaking that we are doing everything humanly possible to attend to your orders.
- Benna Bok
UPDATE: BENNA BOK REFUNDED THIS CLIENT.
UPDATE: BENNA BOK REFUNDED THIS CLIENT.