Formal Complaint & Urgent Refund Request – Order #89862

Good day,

I am writing to express my extreme dissatisfaction with the service I have received from Cellucity regarding my online purchase #89862.

I made a purchase on 14/11/2025 for a Samsung Z Flip 5. On 17/11/2025, I received a call stating that the device was out of stock and was offered a Samsung Z Flip 4, which I declined.

On 20/11/2025, I went to Cellucity Clearwater, where Melusi assisted me and escalated the matter to his manager. I returned on 22/11/2025, was assisted by Mendy, completed refund documents, and was assured that my refund would be processed within 3 days.

On 25/11/2025, I was contacted by the Cellucity Online Department (with Olinka Visser assigned to my case) and asked to email my banking details, which I immediately provided.

Despite all of this, I still have not received my refund. The lack of urgency, accountability, and communication is unacceptable. The process of taking my money was seamless, yet the process of returning it has been nothing but delays and excuses.

I am requesting the following immediately: Confirmation that my refund has been processed, and Proof of payment with a clear date of when the funds will reflect in my account.

I have been more than patient, and I expect this matter to be resolved without any further delays.

Kind regards, Awonke Qete