Complaint Letter

Dear Dischem Customer Service Team,

I am writing to express my disappointment with the delivery time frame for my recent online order (Order Number: ***) placed on August 6, 2025. Despite having two Dischem stores conveniently located near my residence (2km and 6km away, respectively), the delivery process took an unacceptable 5 working days.

I contacted the Meadowdale store on 9 August, where my order was directed, and spoke with a representative. I was informed that my order would be delivered on Monday, August 11, 2025. When I inquired about the possibility of collecting my order in person, I was told that this was an option. However, upon arriving at the store to collect my order, I was informed that there would be no refund for the R35 delivery fee I had paid.

During my conversation with the store representative, I was told that the reason for the delay in dispatching my order was that it was the only order made, and they were waiting for additional orders to accumulate before dispatching them. I find this reasoning concerning, as it suggests that the online ordering system may not be as convenient as it should be.

As a customer, I expect a more efficient and convenient experience when shopping online. I believe that Dischem can improve its services to better compete with its competitors and provide a more satisfactory experience for its customers.

I hope that you will take my feedback seriously and consider implementing changes to improve the delivery times and overall online shopping experience for your customers.

Thank you for your attention to this matter.

Sincerely,

W Maphosa