Clicks online shopping and customer care

I didn’t even want to give them one star their service is so bad.

On 25 March, I had tried making an order on the Clicks website for the first time. My payment went through but the order did not.

I had tried emailing in but days (perhaps even more than a week, I can’t be sure because I used the online form) passed and no one responded.

I think I had tried calling in too but nothing came of it so I had to resort to Twitter. You know your customer care is really bad when customers have to resort to social media to get your attention.

A man named Oscar was corresponding with me from “Omni Call Centre” for Clicks. He called in response to my tweet. He had said that Clicks needed my ID/drivers license to refund. When I told him that no vendor online requires that of you for a refund and that I was uncomfortable with that, he said he could just give me an online voucher.

I should mention that I had made two other orders after the failed order and when I received them, the items were just packed in a plastic bag with nothing to protect them. The hat I received was filthy and the mascaras I’d ordered looked old, battered and dirty.

After both experiences I had told Oscar I would not like to purchase from Clicks online ever again so I wanted the refund. I had asked him to email me so I could reply to that email because no one was attending to emails from the site.

When he sent an email, attached to it was an email correspondence with another customer (which is confidential). I’m sure by accident but nonetheless, very unprofessional. In the email this other customer had also expressed being uncomfortable with giving her ID.

After that, I was more weary about sharing my ID, what if he sent my details to someone else by mistake too? So I told him I would not give my ID and to please find another way of getting my refund.

He had told me that they could give me a voucher to use in store. I said I would think about it.

Since this had been strung out for so long I just wanted to get it over with, also Clicks is a large retailer and I thought I could trust that my information was safe. So the next day I emailed and told him I’d rather just the refund and emailed a copy of my drivers licence and requested that it be deleted as soon as the refund was made.

After this Oscar got lazy in responding to my emails so I had to call in a couple of times. I asked if he’d received my email and he said yes, I asked him why he hadn’t rep**** (atleast out of curtesy) and he apologized and said that he had sent the information through though and it could take 14 days. This was around 10 April.

On the 23 April I had contacted Clicks on twitter to tell them that it had been a month later and the matter was still not resolved. They looked into it and reiterated the 14 days(1 day left to go). I messaged them the next day and the next that nothing had happened. They kept saying they’d flag it with their team and nothing came of it. I should also mention that the kind of responses I received on Twitter were so unresponsive it seemed like a bot was seeing to me instead of a person.

I had messaged on the 23rd because I was going to be overseas for the next week and wanted it tied up before I left.

When I got back over a week later, still nothing had been resolved.

I had tweeted to them on Friday, 4 March. They said I should call again (the nerve) and speak to the customer care team leader named Zubair. I told them I would not run after them as this whole situation was a blunder on their part and to have him call me.

He hasn’t called. It’s now 41 days and the matter hasn’t been resolved. They just don’t care. Absolutely unacceptable behavior and service from such a large retailer. They should just stick to physical stores because their online venture is an utter failure on every front.