64 days of non-service

I’m writing to lodge a formal complaint about the shocking handling of my order and return. The experience has been slow, disjointed, and frankly disrespectful of my time.

The short version

45 days to get the order to me. 10 days (and counting) since your returns department received my parcel with no proactive update.

Multiple calls and emails later, I still don’t have a resolution or even a clear timeline.

The full timeline (dates are exact) 17 Aug — I placed my order. 7 Sep — I complained about the delay. 10 Sep — You rep**** 3 days later. 22 Sep — I had to complain again. 30 Sep — You rep****; 1 Oct — The order finally arrived (45 days after purchase).

1 Oct — I emailed immediately to say the items didn’t fit. 7 Oct — You rep****, telling me to courier the items back (with almost no practical info). I even went to a branch who said online is “completely separate”, so I followed your online process anyway.

10 Oct — Your returns department received the parcel. 16 Oct — I phoned to check; after 2–3 transfers someone confirmed you had it and promised a callback. No one called. 17 Oct — I phoned again; phones were off. Today, 20 Oct — Still nothing. That’s 10 days since you received my return and 64 days since I placed the order.

Why this isn’t acceptable: The lack of updates and the “someone will call you back” run-around is not service, it’s avoidance.

Other South African retailers routinely manage same-day or next-day delivery in major metros, and process returns with proactive notifications. Your timelines here are far outside reasonable norms.

What I expect now - Immediate full refund for the returned items. - Reimbur*****t of my return courier costs. - Written confirmation today with a clear, dated timeline (refund reference and expected reflection date). - A sincere acknowledgment of the service failures and what you’ll change so this doesn’t happen again.

If I don’t have written confirmation and a refund process underway today, I’ll escalate formally — including social channels and a complaint under the Consumer Protection Act for failure to render services within a reasonable time and for inadequate customer support.

You’ve now had my return for 10 days with no contact. Please resolve this today.