The worst and most exhausting customer service experience I have ever encountered. Would not recommend.

The details of my horrible experience are captured in my last email to Dion Wired: Good day,

I have a complaint regard order # ********** 76 placed on the Dion Wired online store on 19 December 2018.

Below are details of a complaint sent via email on 4 January 2019 to which, once again, no response has been received:

'I would like to follow up on the status of order number # ********** 76. The order was placed and we received a notification that the order was dispatched on 19 December 2018. On 27 December 2018 we received a notification that the order was delivered. My husband sent an email following up and contacted your call centre. We were informed that a follow up would be conducted and he would be called back. No email response was received. No package arrived.

On 29 December 2018 my husband escalated his query with your call centre. On 2 January 2018 I contacted your call centre and spoke to Andisiwe I was informed that the escalation was logged on the system, but no feedback has been received. It is now the 4th of January - despite numerous attempts at following up we have not received our order or a single call from Dion Wired. This is unacceptable. I expect to receive an update on this order shortly and delivery of my order soon or I will be taking this matter further.

Kind Regards, Khatoon Smith *** *** ****'

I also complained and requested assistance via Facebook - a generic we will investigate response was received, but I was not contacted by your company.

On 10 January 2019 I contacted your call centre again and spoke to Orleans. He put me on a conference call with your courier who informed me that my order was with Time Freight and that a delivery had been booked telephonically for 10 January 2019. When I enquired when the delivery was booked I was informed that the system did not reflect this information, and I had no knowledge of a delivery being booked with myself, my husband, or my sister whom we listed as the person who would accept delivery.

By 12 January 2019 no order was delivered. I contacted your call centre and spoke to Tyrone, who could not provide me with any feedback regarding the location of my order or when itwouldbe delivered. I informed him that I would have to buy an alternative oven and stove as your company was causing me a great inconvenience and requested cancellation of my order and a refund. I was then informed that I would have to wait for the item to be returned to the warehouse before a refund could be processed. This concerned me as the exact nature of the problem was that Dion Wired failed to deliver an item, and was completely unaware of the location of the item or expected delivery date. Yet I would have to wait to receive my money back until the missing item had been found whilst being left completely in the dark. Surely if you Dion Wired failed to comply with its sale agreement with me I should not be punished for the company's inefficiency and poor governance and process administration.

As I was unhappy with the feedback I requested to speak to someone who could assist me in resolving the problem, like a supervisor or a manager. I was told by Tyrone that there was none and that there was no manager on the floor who could assist me, the only option would be to log the query and have the department that processes the cancellations contact me on Monday 14 January 2018 on my cellphone (*** *** ****). I specifically requested that I be contacted directly as despite numerous calls, emails, online messages and several promises that I would be contacted with feedback not once did I receive a call from a Dion Wired staff member. My husband was also promised that he would be contacted but no one ever calls. Im am not sure if you have a complaints department or a method of tracking queries as it does not seem like it. I am told that there is a system with notes but it does not appear as though you have a way of tracking whether issues were resolved or emails or calls were responded to.

Needless to say, I was not contacted on 14 January 2019. On 18 January 2019, my husband received a call at 16:25 advising him that the courier was outside our house with our order. We were completely taken by surprise. My sister accepted delivery and we rushed home as we were not on the premises, only to discover that despite the fact that we had paid for an oven and hob, only the hob was delivered. We called the courier guy back on ***, *** ****and he confirmed that he only had the one item to deliver to our address. I contacted your call centre again and informed the consultant, who identified herself as Nelly, what had happened. Nelly advised that when items are shipped from different warehouses they are shipped separately, however she could not provide me with feedback as to when I would receive the oven. She undertook to call me back and I expressed my concerns regarding waiting on a call back she assured me that she would personally call me back. Nelly did not call me back.

On 28 January 2019 I contacted your vall centre and spoke to Andisiwe for approximately 23 mins, once again explaining my situation. Andisiwe tried contacting the warehouse while I was on the line but there was no answer. Andisiwe also stated that there was a not that the previous consultatant had attempted to contact the warehouse a week ago and there was no answer. In that week, no progress was made, no investigation was conducted as no further notes were on the system. Despite me being informed on numerous occasions that my query was escalated, we are waiting on feedback from head office, someone will call you back, and other times having consultants simply hang up the phone, in a week NOTHING WAS DONE. No phone calls to me, no one looked at my problem, no feedback noted, absolutely nothing. I once again requested to speak to a manager. I was informed that there was in fact a manager, Rudy Bailey. When I asked to speak to the manager I was again put on hold for several minutes. To no surprise I was informed that the manager could not take my call and there was no direct number for him. I was also informed that despite the fact that he was too busy to take my call, he was in fact able to listen to the consult explain my problem, undertake to call head office for feedback and call me back. I confirmed my contact details to ensure that I could be reached. When I askwd Andisiwe when Rudy would call be back, she said before the end of the day. It is now 29 January 2019. The day is over. Rudy did not contact me.

I am appalled at the lack of support, service and query resolution apparant by my interaction with your company. The fact that you have no system in place to monitor open cases and the inefficiency and reliance of your consultants on 'we will call you back' and 'there is nothing we can do' is absolutely baffling. I cannot understand how a company can hope to continue doing business wen it fails customers so drastically.

Once again, I am left im the dark and I have not been assisted.

Regards, Khatoon Smith