1 reviews | Active since Jul 2015
CAUTION: HOLDING ON TO REFUND AFTER THEY CXL ORDER BECAUSE MANAGEMENT HAS NOT APPROVED?!?
I ordered an Oculus Quest 2 128GB for my son's 13th Birtdhay on their site on 2 August 2022. On 5 August they sent me an update to my order that they are unable to fulfill my order as the stock prices have gone up with their suppliers so I have a choice to cancel and get a refund - or wait until they are able to get cheaper stock again in future. I immediately contacted them for a refund as I managed to find another Quest 2 elsewhere for more or less the same price. I was told it would take up to 7 days for my refund to be completed by Fahmeda Goolam (nice lady I'm sure she is just doing her job). I explained my situation and she said she would escalate the issue. It is now the 8th of August and I was told that MANAGEMENT had not yet signed off on the refund for it to be passed to Payfast for a refund... and now I'm told that PAYFAST apparently will take up to 10 days to process the refund ONLY AFTER management have signed off on it. THIS IS DISGRACEFUL! I paid you CASH (Instant EFT via Payfast) - I don't understand how a business can make me wait more than 10 days for a refund when the whole reason I'm getting a refund is because THEY WERE UNABLE TO DELIVER WHAT WAS ORDERED. What kind of management does Connected Devices have that don't care about their customers? Do you not make enough money that you could have arranged for a refund to my bank account? If its done via Payfast why did you even need my banking details then? And whenever I asked for the email address or Contact details of the manager or owner of the business I'm told that they all work remotely and I can't have this information. IT IS IN THE RIGHT OF THE CONSUMER TO HAVE ACCESS TO THE CONTACT DETAILS OF THE BUSINESS OWNER OR MANAGER. This is pathetic service. I have actually bought from Connected Devices 3 times before. I will NOT be doing business with them again and neither should you.
Thank you for taking the time to post a review on this platform.
Firstly, we were too surprised when our orders for the Oculus couldn't be met due to unforeseen increases in pricing within the distribution channels which resulted in orders being cancelled or not fulfilled. It's unfortunately part of the environment we operate in, it is however not a common occurrence that we've encountered over the past 5 years.
Our refund timeline of up to 7 working days is based on experience that we've countered. There are a number of variables to consider. ie/ in your instance, paying via Payfast, means that we refund via Payfast, they then need a human on their side to take an action in order to refund you, furthermore, depending on the payment method used when you paid via Payfast, there can be interbank delays (based on your issuing bank etc)
It's always quicker for money to be paid over than the time it takes to be refunded back (purely referring to a systems perspective).
Of course, on our side, we have an approval process to make sure we're not refunding without a valid reason (ie/ if a customer has goods but is asking for a refund on the basis that he/she has returned such goods.) This is not your example but why an approval process has to be in place.
Furthermore, in the interests of working smartly, we have a process at which the approval task is dealt with, ie/ it wouldn't make sense to do 10 approvals throughout the day, but rather do the task once a day, on a consolidated batch.
It's evident from our various online profiles that we do care about our customers, if we didn't, we would like to think that we wouldn't be trusted in the manner in which we are nor continue to operate after 5 years.
Please accept our apologies for the inconvenience that you appear to have suffered, it's most certainly not intentional and as a result of circumstances that occur, which can be beyond our control, despite our best efforts.
The Connected Devices Team
Thank you for taking the time to post a review on this platform.
Firstly, we were too surprised when our orders for the Oculus couldn't be met due to unforeseen increases in pricing within the distribution channels which resulted in orders being cancelled or not fulfilled. It's unfortunately part of the environment we operate in, it is however not a common occurrence that we've encountered over the past 5 years.
Our refund timeline of up to 7 working days is based on experience that we've countered. There are a number of variables to consider. ie/ in your instance, paying via Payfast, means that we refund via Payfast, they then need a human on their side to take an action in order to refund you, furthermore, depending on the payment method used when you paid via Payfast, there can be interbank delays (based on your issuing bank etc)
It's always quicker for money to be paid over than the time it takes to be refunded back (purely referring to a systems perspective).
Of course, on our side, we have an approval process to make sure we're not refunding without a valid reason (ie/ if a customer has goods but is asking for a refund on the basis that he/she has returned such goods.) This is not your example but why an approval process has to be in place.
Furthermore, in the interests of working smartly, we have a process at which the approval task is dealt with, ie/ it wouldn't make sense to do 10 approvals throughout the day, but rather do the task once a day, on a consolidated batch.
It's evident from our various online profiles that we do care about our customers, if we didn't, we would like to think that we wouldn't be trusted in the manner in which we are nor continue to operate after 5 years.
Please accept our apologies for the inconvenience that you appear to have suffered, it's most certainly not intentional and as a result of circumstances that occur, which can be beyond our control, despite our best efforts.
The Connected Devices Team