Clicks and Online Shopping

Very disappointing first time online shopping experience at Clicks. I ordered goods on 19 June 2018 for just under R5000 in value and on the day called their Customer Service team to inform them that the wrong item ended up in the basket with my other items I purchased when I checked out. I asked the agent if I could return the item and he confirmed that I needed to take the unopened box to the closest store and the store manager would make a decision on whether I would be able to change it for the correct item. A week later I have not received my delivery calling the Customer Services team to follow up on the order and was told that the courier couldn't deliver the parcel due to the address not being correct. The delivery address is in Century City which is really hard to believe that they couldn't find, and the courier didn't give me a call to confirm the delivery address, this is unacceptable in the world of online shopping.

To my further surprise the agent then tells me that when I called in on the same day of order the first agent requested my order to be cancelled without my knowledge and NO refunds appeared back into my card !!!! The refund was apparently being processed by their online team on the same day me calling in a week later to follow up on my order. I wonder what would have happened to my refund if I didn't call in to follow up !!!

I cannot understand how a business promotes online shopping if they are clearly not ready for it, it's a fantastic way for so many people to shop. Please work on improving your internal processes and the professionalism of your Customer Services Team that handles your queries !!! This was not a very good first time online experience and for this reason I might never want to purchase anything from this company.