Shocking service CLICKS SA

I’ve had the worst experience with Clicks SA.

It started off on the 2nd of December when I placed an order which said it will be with me with 1-3 business days. Two days later after no progress I get a text stating the order will be delayed and delivered 4 days later than the expected date.

At this point I am concerned as I needed the products ASAP as I was running out of it and I was not going to be at the location I had wanted the delivery to be sent to for much longer. Had I known it was going to take this long I would’ve sent it to my residence.

I call up customer service. Terrible service. Terrible knowledge of their policies. I was advised that I couldn’t cancel the order. No real reason. I just couldn’t. The order was still processing and was not packed or shipped yet. But the gent told me I couldn’t cancel it and also confirmed that the order was not made yet.

I find that a bit concerning that in 2020 we cannot cancel orders that aren’t packaged or delayed due to the retailers fault.

The agent then tells me I need a bank statement and proof of ID if I were to request a refund and that may take up to 30 days? I have worked in retail and in a call center before and I have never heard of that nonsense. I told the agent, quite frankly that I don’t don’t believe what you are saying. Please transfer me to a manager. The agent pushes back and says that there is not one available. Again, I know it’s nonsense. I’ve advised the agent to do so abs let the agent know I have worked in a call center and I know there is one. The agent concedes that there is one and says he is going to place me on hold and I need to wait. I wait. The agent then drops the call after 13 mins of waiting.

I call back. Get through to a lady who changes the address for me as I was not going to fight over a refund I was not going to get or wait for a manager I was never going to get to.

I was assured the address was changed.

Tuesday morning the following week I see my item is out for delivery and I have a bit of hope restored in Clicks SA. I phoned and spoke to a lady who was continuous talking over me and I could tell she wanted to drop the call quickly as she was rushing and not really making me feel assured. She said the item is out for delivery and it may be delivered today. I asked her what she meant by “may”. She told me she cannot confirm whether it will be guaranteed. And then dropped the line leaving me very uneasy and unsatisfied.

I check my emails at 4pm the same day. It says the package was delivered. I have no package in my possession. No phone call. No ring at the door. Nothing.

I chase this up AGAIN. I call in and asked to speak to a manager. And again, no one was available which I know is utter *******. I was told that from Tuesday a further 3 days would be needed to investigate this matter and to get back to me. At this point I am fuming at the overall service from Clicks SA. My original order was meant to be with me within 3 days. Then there was a delay. I was told I cannot get a refund on an item that was not even close to being in transit. And then I don’t receive the item and now I have to wait another 3 days because of an *********** company who cannot deliver their promises. I still have no received a response, a refund or my package.