10 days of ridiculous processes & inefficient people

Bought a 120cm round mirror via their online store. Turns out we need 140cm, which they don't make, so figured it would be simple enough to return it (the day after delivery, in original packaging) for a refund.

1. No homeware returns policy on their website, so have no idea how to do it (do they collect, do I courier it...who knows?)

2. Call centre tell me I can return it to a store, but they will not be able to give me a refund because the value is more than R3000(!) so the store will pass my info onto head office to process the refund in 7-10 days(!) They suggest it may be quicker to take it to the warehouse in Epping.

3. I take it to the warehouse, where no one really seems to know what to do with it, but I do get a receipt of return and am told the refund will be processed.

4. The next day, no sign of the refund, so I email them and get this reply:

Good day Tim Thank you for contacting Coricraft. Kindly send us the following copies to process your refund. 1. Copy of ID 2. Copy of banking details (if CREDIT CARD, try get proof of Credit Card account and ENSURE credit card # matches with what is on PAYU) 3. Copy of sales invoice signed by customer, indicating refund requested. 4. Picture of the card used to make purchase (long number on the card) 5. If customer ordered in ANY other name (Business name, ****en name) than what is on the ID supp****, we need some sort of proof from the customer as to why (email on company letterhead, marriage certificate etc)

Have you ever heard anything so ridiculous?! For a simple R4,499 refund?! But I figure it will be pointless fighting, so I dutifully email all that personal information.

6. A few days go by, a few follow up emails do not get returned, so I call in and the Manager, Olivia, tells me it will be done that day, but only reflect in up to 7 days.

7. On May 11th I call in again, and am told Olivia is in a meeting, but "they will send you a proof of payment this afternoon". Oh ok, so it didn't get done the day I was told after all...

8. It's now May 12th, 10 days since returning the item and still no refund.

I have never come across such a ridiculous process, and such an inefficient following of that process! With all the excellent online shopping options out there, you would be mad to buy anything from Coricraft.