POOR CUSTOMER SERVICE, POOR ONLINE SHOPPING EXPERIENCE - RED SQUARE ONLINE

<p>16 September 2015 I placed an online order with RedSquare for a birthday gift. The method of payment was my Edgards Account. Before my package was delivered I started receiving telephone calls on my mobile phone and office number from a woman in Citrusdal who also placed an online order and never received her package. According to this woman, she followed up on the delivery of her parcel and was notified that it was being delivered to me. Red Square then furnished this woman with all of my contact information and she started harassing me on my mobile phone and at my office for her package. At that stage I hadn't yet received any delivery. When a package was delivered to me, it was indeed the package intended for the recipient in Citrusdal and my package was missing. The woman continued to harass me and I was inconvenienced by having to wait at my home on a Friday evening for a courier to collect her parcel from me. I tried contacting Red Square several times, they have a call centre line which cuts the caller off (without speaking to an operator), I tried sending e-mails (to which I never received a response). When I finally managed to get through to a call centre agent, I requested that they CANCEL my purchase, reverse the charges on my account because the birthday for which my order was intended came and I had to purchase another gift. It was a very unpleasant experience and I was inconvenienced, plus annoyed by the fact that they had disclosed my private information to another client.</p> <p>Two weeks AFTER cancellation a courier arrived with a parcel from Red Square. I did not want to accept the package, as I had CANCELLED it with Red Square. The courier told me that he had to deliver to me and that I had to take up issue with Red Square if I did not want to take receipt of the package as the issue was between them and me. I once again contacted Red Square to inform them that the package was delivered and that I had cancelled it and that they should arrange for it to be collected and ensure that the charges on my account are reversed. They never sent anyone and I followed-up with e-mails which were all ignored/not responded to. Then I attempted to go to Red Square in Canal Walk to return the merchandise. The store would not accept the return and I was told that, as it was an online purchase, they can't accept the return and that I had to contact the call centre (once again) to resolve the matter. I attempted to do this again, but was cut-off several times and then I gave up. Then I started receiving phone calls from Edgars Accounts to follow-up on the payment of the account. The only amount on my account was for this purchase. Every time I would explain, in detail, with the "agent" saying they would make notes on the system and that it would be escalated to a supervisor or manager. Every month a new person would phone, there would be no note on the system, I would have to explain everything from the beginning. Then the calls started to become more threatening, I started receiving sms to warn me I was going to be handed over. I phoned SEVERAL times in an attempt to address this matter and have it sorted out, but it is like hitting a brick wall. I have spoken with several people, ultimately I stopped taking names, but Gabisile Hlangwani, Lorrainne Makula, Fikile Mpanteni, Eugene Stkwati, Fiona, Thabiso, Lorainne - ALL of them spoke with me, listened to my story, promised to make a note on the system, promised to escalate it, promised to have it sorted out, but still NO JOY. Now I have been receiving letters from a collections agency - VVM Debt Collectors. I phoned their office FIVE (5) times this morning. Explained my story 5 times, was cut-off FIVE (5) times. Zandile, Rose and Fatima Davids are three of the five people I spoke with at VVM. Fatima was looking up a number of someone that could possibly assist me when I was cut off (once again), because - according to her - they merely try to collect once Edcon has passed on the account and they can't do anything about my query/problem/issue. So, EDCON - please just send someone to collect the parcel that I HAD to cancel after you did not honour your commitment to deliver it BEFORE a certain date. a Package which I TRIED to return in-store, but it wasn't accepted. a Package which caused me such a lot of problems in terms of you divulging my PRIVATE information to another person. Reverse ALL the charges on the account and do me a favour - just CLOSE the account, because I will never, ever purchase anything from you again. And issue me with a formal apology, PLUS inform the Credit Bureau that the *****-up occurred on your side.</p> <p>I cannot believe that, in a large company such as Edcon, there is no person that can take accountability for this mistake and that none of the people I have spoken with over the past couple of months were able to assist me. This matter is unresolved, not due to lack of effort on my part, but due to the inept staff, inadequate training and poort customer service from the organisation. Shame on you, Edcon. Shame on you. Contact me to collect the parcel and rectify this mess.</p>