1 reviews | Active since Jun 2020
Ctm refund - no worries for customer care
I purchased tiles for a home renovation project, but ran out of time and had to return some of the product i had left. Ctm inspected the product and was happy to take it back and refund me just over 7k. Up until this point i was a happy chap.
The guy doing the refund informed me that it would take a couple days to reflect in my account which is fine, so I waited. After a week, nothing! So I stopped by the centurion branch to find out what was going on. One of he employees informed me it would take up to 10 business days. I was a bit disappointed that this was not communicated earlier, but no biggy.
So I waited another week. Still nothing, so I phoned them this time. and I was informed the previous guy was wrong and it could take up to 15 business days, and I should call my bank as ctm has made the payment and that the money is likely just pending somewhere and my bank will be able to tell me.
Again disappointed and frustrated I was empty handed, So i phoned the bank who told me there was no matching amount pending in any of my accounts
On the 14th business day I returned to the centurion store, to again find out what was happening. The guy there called the fiance department to query for me (why none of the others thought of doing this no one will know). It was a quick call, after which i was told that the store might be open but the finance people have all gone home for the day. So he took my number and promised to call me the next say. He did not, I had to phone 3x before I finally got new info - over 7k they need authorization.
Now its end of day on Friday and need to wait for Monday to see if the actually made the payment. This is unacceptable. The returned items was back on the shelves even before I left the store the day I returned them. No clear communication. No one knows any of the company policy, and except for the last employee who tried to help me no one gives a flying hoot about their customer care
Can someone from ctm who actually cares or has the authority or just knows whats going on in the company reach out to me and help me resolve this issue
On behalf of CTM Centurion, I would like to sincerely apologize for the inconvenience and frustration you experienced during your recent refund process.
We deeply regret the lack of clear communication and the multiple delays you encountered. It’s concerning that our staff provided inconsistent information regarding the refund timeline and did not follow up as promised. We acknowledge that this fell far short of the service standards we aim to provide. Your time is valuable, and we understand how disappointing it must have been to wait so long without resolution. We take full responsibility for the oversight, especially regarding the internal miscommunication between our staff and the finance department. This is certainly not reflective of the experience we want our customers to have. Please rest assured that we are working to prevent this from happening in the future by reviewing our processes and reinforcing staff training to ensure a smoother customer experience.
I would also like to assure you that we are now actively addressing the issue with urgency and will keep you updated every step of the way to ensure the refund is processed as swiftly as possible.
Thank you for taking our call earlier and for your patience, and we appreciate your understanding. Should you need further assistance or have any questions, feel to contact us.
Again, please accept our sincere apologies for the inconvenience
CTM Customer Care.
On behalf of CTM Centurion, I would like to sincerely apologize for the inconvenience and frustration you experienced during your recent refund process.
We deeply regret the lack of clear communication and the multiple delays you encountered. It’s concerning that our staff provided inconsistent information regarding the refund timeline and did not follow up as promised. We acknowledge that this fell far short of the service standards we aim to provide. Your time is valuable, and we understand how disappointing it must have been to wait so long without resolution. We take full responsibility for the oversight, especially regarding the internal miscommunication between our staff and the finance department. This is certainly not reflective of the experience we want our customers to have. Please rest assured that we are working to prevent this from happening in the future by reviewing our processes and reinforcing staff training to ensure a smoother customer experience.
I would also like to assure you that we are now actively addressing the issue with urgency and will keep you updated every step of the way to ensure the refund is processed as swiftly as possible.
Thank you for taking our call earlier and for your patience, and we appreciate your understanding. Should you need further assistance or have any questions, feel to contact us.
Again, please accept our sincere apologies for the inconvenience
CTM Customer Care.
On Monday 23 September, the agent again phone to follow up, and told me that the problem has been sorted, that my refund has been processed, and that it is now only the banks clearing the amount i will need to wait for. This all sounded reasonable and I was happy my problem was attended to and I would just give it the normal two or three odd day for my refund to reflect in my bank account
But, the week has passed, and no refund!!!
This is extremely frustrating and absolutely horrible customer experience. Please CTM just get my refund sorted. It has now been a full month (or a total of 19 business days) I have waited for a refund that was supposed to be sorted within a couple of business days, 10 at most.
On Monday 23 September, the agent again phone to follow up, and told me that the problem has been sorted, that my refund has been processed, and that it is now only the banks clearing the amount i will need to wait for. This all sounded reasonable and I was happy my problem was attended to and I would just give it the normal two or three odd day for my refund to reflect in my bank account
But, the week has passed, and no refund!!!
This is extremely frustrating and absolutely horrible customer experience. Please CTM just get my refund sorted. It has now been a full month (or a total of 19 business days) I have waited for a refund that was supposed to be sorted within a couple of business days, 10 at most.
He took my details, phoned the finance department, and called me back saying there was indeed a problem (again) , that when they made the payment the bank did not release the money. More info than that he was however not able to provide, but he assured me that its not a problem and that it is a simple and quick fix - he is sending me a form to fill in and they will manually do a EFT for me. . .
And one day later , today (4 Oct) i have FINALLY received my refund after more than a month of CTM giving excuses and false promises. I am thankful for Katlego who actually tried (and succeeded) to solve my problem in one single day no less and not like everyone else at CTM that just brushed me off and basically told me in more polite words that my problem is not their problem and I should just wait/come back later. . .stretching out a simple in store refund into a more than a month *****up. . .
Thanks a lot Katlego, and thanks for nothing CTM
He took my details, phoned the finance department, and called me back saying there was indeed a problem (again) , that when they made the payment the bank did not release the money. More info than that he was however not able to provide, but he assured me that its not a problem and that it is a simple and quick fix - he is sending me a form to fill in and they will manually do a EFT for me. . .
And one day later , today (4 Oct) i have FINALLY received my refund after more than a month of CTM giving excuses and false promises. I am thankful for Katlego who actually tried (and succeeded) to solve my problem in one single day no less and not like everyone else at CTM that just brushed me off and basically told me in more polite words that my problem is not their problem and I should just wait/come back later. . .stretching out a simple in store refund into a more than a month *****up. . .
Thanks a lot Katlego, and thanks for nothing CTM