Complaint logged 6 months ago and no feedback received to date, Inefficient service from Edgars

Firstly, I am currently being charged for a cell phone insurance premium which I did not purchase, I did purchase a volcano Bluetooth headset in December at your Fourways branch and noticed the consultant asked me to sign terms and conditions, he mentioned that they were for the headset and that I was signing to agree that the headset does not offer a warranty , which I had then signed for. I assume the consultant did not check the transaction correctly and processed an insurance subscription instead, Kindly cancel subscription and refund below amounts asap for December 2019 and January 2020,

Secondly, I have not been receiving my Club vouchers (Birthday, Mothers day, Fathers days, Valentines day and red carpet vouchers) from 2018 and 2019, I sued to receive these vouchers in past years and I have been inquiring at certain stores and even called your Customer Service division from Edgars Greenstone a few months back and was advised the below from both the store consultants and Call center agent.

That vouchers was sent to me – which I had advise clearly I did not receive, hence I queried. And that Edgars now randomly sends vouchers to club members so if you don’t receive it then tough as unfortunately you are not part of the random clients that vouchers was sent to. I even asked if the voucher can be manually sent and was told on numerous occasions that vouchers only be distributed from Head office directly to clients.

I tried requesting for a manager at certain times and calling the Call Center a few times more but was unsuccessful due to either waiting too long in a que in store or on the call which is quite frustrating,

In September 2019 I received the attached Sms on screenshot attached, advising me that I have missed out on Birthday vouchers etc due to me opting out of monthly communication, Firstly , if I have opted out on monthly comms I would / could have probably opted out for “ Marketing ( new product offerings ) “ comms and not for receiving a benefit that I am paying a monthly fee for, Why would one opt to stop receiving vouchers that they pay for every month ? Secondly, why did I receive the attached emails? These emails received are part of monthly comms. Are you now going to tell me that I have opted out from comms from 2018? Unacceptable………Hence, I fail to understand the business process here with regards to sending comms out to a client versus sending a reward whereby you have paid for and different information given from your store consultants and call center agents.

Whats even more frustrating is that Im being charged for subscriptions that I didn’t purchase and this is the second time around as in Jan 2019 an airtime subscription was charged as well, and now losing out on all my vouchers that were due to me for the last two years. What is happening to Edgars offering a good member experience to their loyal clients ? Where is the PIPP ( People , Integrity,Performance, Professionalism) values Edgars always had as their motive?

It is quite unpleasant considering I have been a Loyal Edgars customer for the last 17 years and I request for all vouchers that were due to me to be resent as I have paid for the benefit and lost out on discounts for purchases that I had already done during the relevant occasions whereby vouchers were offered.

This is the response I then received :

On Wed, 22 Jan 2020 at 16:18 *** <***> wrote: Good day Mr Yelumalay In response to your query with EDCON, please note that we have cancelled the cellphone insurance and requested for reversal.The reversal will show on the next month statement. We have escalated the query to the relevant department for assistance on club voucher. The airtime subscription was cancelled last year already. Should you require further assistance please do not hesitate to contact us. Customer Services Administrator | Regional Credit Office Durban | Edcon Financial ServicesTelephone +***2 | Fax +***6 |Email ***

One issue has been resolved, However I have not received feedback yet regarding the Club vouchers and it Is now 6 months later, quite alarming indeed. I hope Edgars views this and responds to me.