CORE Group - EXTREMELY POOR SERVICE

I am extremely upset with the service I received when ordering my iPhone 12 Promax online via the Core Group. Firstly, the person I was dealing with spelt my name wrong multiple times (I let it go). Then I was confused with another Indian person with a TOTALLY different name and cell number, which I had to point out to the rep. I also let this go as I understand that staff are under a lot of pressure due to the pandemic.

On 5 Jan 2021, I FINALLY received my iPhone 12 ProMax, only for it to be the WRONG one!!! I specifically requested the GOLD, and I received the PACIFIC BLUE. I was then informed by the consultant Khuselwa, that I would have to wait 2 weeks for a gold phone. (my order had been placed on 20 December 2020 for the gold phone and this was stated on all my paperwork). The whole online process is supposed to be easier and keep people safer and save time. Instead this has been one big headache.

I have tried to call the Core Office on 05 Jan and was on hold for 30 minutes with no answer! Terrible customer service. I eventually emailed the Customer feedback at *** and requested someone from their office call me urgently to get this resolved as I was not willing to wait for another 5-7 days for this to EVENTUALLY be addressed on email.

I got a call on the evening of the 05th Jan and was advised that I will get an email within 24hrs with details on when the incorrect phone will be fetched and the correct phone delivered. The team managed to find a Gold Iphone 12 Promax for me. On the 06th Jan, I waited the whole day and got no email and no one came to fetch the incorrect phone. I emailed the Customer feedback team AGAIN to find out what was going on. I informed them that I was contacted on the 05th Jan by Ntswaki and was advised that the incorrect phone that was delivered will be picked up on the 06th by noon. Around 2:25pm on the 06th Jan, I called the number provided to me *** and spoke to Nokwanda who said she will follow up and call me back. After receiving no call back - I called again at 4:05 pm. Nokwanda advised that she was awaiting email feedback from Khuselwa on this issue.

The Core Group offices close at 5, at which time I was STILL waiting for feedback. This sort of service is ATROCIOUS. I even offered to go and drop off the incorrect phone and pick up the correct one when I spoke to Nokwanda and was told that I cannot do that because someone will definitely come to fetch it on 07th Jan. The whole of the 07th Jan went with no communication from the Core Team via phone or email. I sent another email to customer feedback team and told them that my expectation is that someone comes on the morning of the 08th Jan to fetch this incorrect phone and BRINGS THE CORRECT PHONE with them to deliver to me.

I am extremely upset with the service I have received from this company!!!!!! The communication is terrible and promises upon promises are made but not upheld.

It is now midday 08 Jan and I have called the Core Offices multiple times and they say they cannot help me. Now when I call, there is no answer.

They are not responding to my emails at all.

Please do not use this service. I must add that I also paid a R250 admin fee to do this order online. I did this because of the pandemic. I have already received a bill for the new updated amount for this upgraded contract, but have not yet received the phone - what a JOKE!

I wouldn't have minded waiting for the Gold phone if this was communicated at the start, or even AT ANY TIME during my numerous email communications for this order. But this was only communicated when I received the incorrect phone via delivery.

Rather go into the iStore and maybe you will have a better experience.