1 reviews | Active since Mar 2015
Bad customer services and a very unsatisfied customer!!!
<p>Hi, i have purchased a Diesel spray from Edgars Gateway (Durban) on 08/11/2016 for an amount of R638.00 as a gift to my husband for his birthday which was on Thursday 10/11/2016. When i walked into gateway edgars that day there were like 4 people wanting to assist me as they all wanted to make the sale of an item and not really cared about the customer. Nobody there informed me to ask the person im gifting to, not to open the product etc. Everybody was just happy to make a quick sale, spraying numerous frangrances and showing me all sorts of brands etc. and get me out of there quickly. When i handed him (my husband) the gift he was overjoyed. However when he smelt the spray - it immediately gave him a headache. He immediately asked me to return this product for another. Today (15/11) i went into Edgars gateway and spoke to a consultant about the product. He listened but didnt not want to assist me and called someone else by the name of Lindo to assist. Lindo then after requested my receipt of which i handed to him and asked me to proceed to the cashier for a credit. He made me wait at the cashier and went back with the item to the costmetics dept. After a few minutes he called me back to costmetics dept indicating he cannot change the item because it had been sprayed. We went back and forth until i requested to speak to a manager regarding this product which we were clearly unsatisfied with. Kriba Tavir was then called and rudely - infront of other customers told me that the item cannot be exchanged because it had been sprayed. I requested for her to show me this policy on the till slip and in the costmetics dept because i clearly could not see it as a customer. She said to me well, they WILL NOT exchange this item and that is that!!!!! I am now having to pay R638.00 on my Edgars account for a gift that is not wanted and which i had taken back to the store within 7 days in original packaging and original till slip. Please assist me.</p>
Thank you for taking the time to raise your concerns with us.
Kindly note as stated on the back of our till slip- Items which cannot be Refunded or Exchanged.
The following products will not be refunded or exchanged: Swimwear, underwear, eveningwear, hosiery, hair extensions & accessories, cosmetic accessories, earrings, body piercing products, infant’s bottles, feeders, breast pumps, dummies, baby consumables, personal care products and all medicines.
Please be advised perfumes fall under cosmetics and therefore will not be refunded or exchanged. We must sincerely apologise for the frustration and inconvenience caused.
Your reference number is ***/GO.
Kind regards,
Edcon customer experience team,
***
Thank you for taking the time to raise your concerns with us.
Kindly note as stated on the back of our till slip- Items which cannot be Refunded or Exchanged.
The following products will not be refunded or exchanged: Swimwear, underwear, eveningwear, hosiery, hair extensions & accessories, cosmetic accessories, earrings, body piercing products, infant’s bottles, feeders, breast pumps, dummies, baby consumables, personal care products and all medicines.
Please be advised perfumes fall under cosmetics and therefore will not be refunded or exchanged. We must sincerely apologise for the frustration and inconvenience caused.
Your reference number is ***/GO.
Kind regards,
Edcon customer experience team,
***
Good day,
i have the original till slip right in front of me, no where does it stipulate anything as indicated in your email reponse. I have also viewed your refunds and exchanges policy online, no where is is this stipulated as well:
Kindly note as stated on the back of our till slip- Items which cannot be Refunded or Exchanged.
The following products will not be refunded or exchanged: Swimwear, underwear, eveningwear, hosiery, hair extensions & accessories, cosmetic accessories, earrings, body piercing products, infant’s bottles, feeders, breast pumps, dummies, baby consumables, personal care products and all medicines........
PLEASE KINDLY REVIEW YOUR REFUNDS AND EXCHANGES POLICY ON YOUR WEBSITE BECAUSE THIS IS WHAT I SAW:
Refunds and Exchanges
1. To return any goods, you must produce a receipt/ till slip or gift receipt to the store. It shows when and where the goods were bought.
2. Should you wish to exchange or return goods purchased within 30 days, we will gladly exchange them for you or, if you are returning the goods, accept them and reverse the transaction on your Edgars account or give you a refund in the form of a Gift card if you produce a gift receipt provided that:
2.2 The goods are unworn or unused with all original, sealed packaging and tags attached;
2.3 The goods are in a saleable condition;
2.4 For hygiene reasons underwear (excluding bras) and earrings for pierced ears may not be returned or exchanged;
2.5 Gift vouchers will not be refunded; and
2.6 Airtime and Magazines cannot be returned. Please refer in store and the website for all applicable terms and conditions.
3. Six Months return policy for defective goods
3.1 We may repair or exchange defective merchandise provided proof of purchase is produced.
3.2 We will gladly accept return of the defective goods and reverse the transaction on your Edgars account or refund you in the form of a Gift card provided proof of purchase is produced.
4. Refund or exchange merchandise, appliances and electrical products
4.1.We will refund or exchange merchandise, appliances and electrical products provided that:
• there is valid proof of purchase, i.e. till slip or gift receipt;
• it is within 14 days of purchase;
• it is in its original packaging or condition, i.e.:
• the security seal or shrink wrap is intact (if applicable)
• it is unused and the price ticket (if applicable) is attached.
4.2 Appliances and electrical products will be repaired, replaced or refunded subject to supplier warranties if faulty, provided that:
o the product was used in accordance with the manufacturer’s terms of use and there is no evidence of structural damage or abuse;
o the original components and accessories are also returned; and
o the original plug has not been tampered with
5. Returns for cellphones and cellphone related products
5.1 Please read the Cellphone Customer pick-up document for the terms and conditions.
5.2 For further assistance, please ask in-store or contact our customer care line on ***and or visit our website on www.edgars.co.za
6. Online Purchases
6.2 Edgars recognizes that it can sometimes be difficult to choose the correct items online and we want to make sure you're completely satisfied with your purchasing experience with Edgars.
6.3 Our Refunds and Exchanges Policy is all about making it simpler for you to return anything that's 'not quite right' and all clauses listed above also apply to Online purchases.
6.4 You can choose to return or exchange your item either in one of our Edgars stores or courier it back to our Edgars Fulfilment Centre.
6.5 If your item is faulty, damaged, or incorrect (not what you ordered), please contact our Customer Service team on ***as soon as possible!
6.6 There will be no refunds or any delivery fees incurred.
7. Order cancellations for Online Purchases
7.1 Unless provided for under these Terms or as otherwise agreed by Edgars, no cancellations or changes to Orders will be accepted, and the Goods will be delivered to the Delivery Address supp**** by you in the Order.
7.2 You should carefully check that your Order is accurate before you submit it. You will, however, be able to return Goods under the Returns Policy. See our Cooling off period conditions.
7.3 If we cannot contact you about your Order using the contact details you provided in the Order, after having made reasonable attempts to contact you, we will cancel your Order and refund any money paid in the channel used to pay it.
7.4 Delivery Fees will be charged if you return Goods for change of mind or you made an incorrect selection, including if you ordered the incorrect size, colour etc.
7.5 Goods can only be returned in accordance with these Terms and the Returns Policy. The Returns Policy forms a part of these Terms.
7.6 Edgars will process any refunds within a reasonable time of agreeing to do so.
7.7 Credit card Refunds may take up to 14 working days, arising from regulatory Administrative processes required between Banks.
7.8 If the original payment was made:
7.8.1on a credit card, refunds will be processed on the same card as the original payment was made.
7.8.2by a combination of Thank U Card and credit card then:
7.8.1.1refunds will be processed on the same card as the original payment was made first.
7.8.1.2Return card for remaining amount will be emailed to the email address entered at the time you place your order.
7.8.3 For In-Store Orders, where you paid in cash, your Thank U Card or by Credit Card, you can obtain a refund by visiting a Edgars store.
7.9 Same Day Delivery Orders cannot be cancelled or changed once submitted.
7.10 Same Day Delivery Goods can only be returned at an Edgars store.
7.11 If you would like to make a return under the Returns Policy and you do not live near an Edgars store, please call the Customer Service Centre on ***to make an alternative arrangement.
8. Cooling off period and returns
8.1 In addition to the rights set out in our Refund and Exchange policy, if you qualify as a consumer in terms of the Electronic Communications and Transactions (ECT) Act you may enjoy certain cooling-off rights in terms of which you can cancel any transaction within 7 (SEVEN) days after the date of receipt of the goods or services, or within 7 (SEVEN) days after the date of conclusion of the agreement, without reason or penalty.
8.2 Clause 8.1 shall not apply to certain goods or services like airtime since the ECT Act specifies that the cooling off provisions do not apply to electronic communications where the goods are clearly personalised.
8.3 If you have effected payment prior to exercising your right to return the products, Edcon will refund you the full purchase price thereof, less any direct costs incurred by Edcon in returning such goods.
8.4 If your uncertain about any aspects relating to our Returns
Good day,
i have the original till slip right in front of me, no where does it stipulate anything as indicated in your email reponse. I have also viewed your refunds and exchanges policy online, no where is is this stipulated as well:
Kindly note as stated on the back of our till slip- Items which cannot be Refunded or Exchanged.
The following products will not be refunded or exchanged: Swimwear, underwear, eveningwear, hosiery, hair extensions & accessories, cosmetic accessories, earrings, body piercing products, infant’s bottles, feeders, breast pumps, dummies, baby consumables, personal care products and all medicines........
PLEASE KINDLY REVIEW YOUR REFUNDS AND EXCHANGES POLICY ON YOUR WEBSITE BECAUSE THIS IS WHAT I SAW:
Refunds and Exchanges
1. To return any goods, you must produce a receipt/ till slip or gift receipt to the store. It shows when and where the goods were bought.
2. Should you wish to exchange or return goods purchased within 30 days, we will gladly exchange them for you or, if you are returning the goods, accept them and reverse the transaction on your Edgars account or give you a refund in the form of a Gift card if you produce a gift receipt provided that:
2.2 The goods are unworn or unused with all original, sealed packaging and tags attached;
2.3 The goods are in a saleable condition;
2.4 For hygiene reasons underwear (excluding bras) and earrings for pierced ears may not be returned or exchanged;
2.5 Gift vouchers will not be refunded; and
2.6 Airtime and Magazines cannot be returned. Please refer in store and the website for all applicable terms and conditions.
3. Six Months return policy for defective goods
3.1 We may repair or exchange defective merchandise provided proof of purchase is produced.
3.2 We will gladly accept return of the defective goods and reverse the transaction on your Edgars account or refund you in the form of a Gift card provided proof of purchase is produced.
4. Refund or exchange merchandise, appliances and electrical products
4.1.We will refund or exchange merchandise, appliances and electrical products provided that:
• there is valid proof of purchase, i.e. till slip or gift receipt;
• it is within 14 days of purchase;
• it is in its original packaging or condition, i.e.:
• the security seal or shrink wrap is intact (if applicable)
• it is unused and the price ticket (if applicable) is attached.
4.2 Appliances and electrical products will be repaired, replaced or refunded subject to supplier warranties if faulty, provided that:
o the product was used in accordance with the manufacturer’s terms of use and there is no evidence of structural damage or abuse;
o the original components and accessories are also returned; and
o the original plug has not been tampered with
5. Returns for cellphones and cellphone related products
5.1 Please read the Cellphone Customer pick-up document for the terms and conditions.
5.2 For further assistance, please ask in-store or contact our customer care line on ***and or visit our website on www.edgars.co.za
6. Online Purchases
6.2 Edgars recognizes that it can sometimes be difficult to choose the correct items online and we want to make sure you're completely satisfied with your purchasing experience with Edgars.
6.3 Our Refunds and Exchanges Policy is all about making it simpler for you to return anything that's 'not quite right' and all clauses listed above also apply to Online purchases.
6.4 You can choose to return or exchange your item either in one of our Edgars stores or courier it back to our Edgars Fulfilment Centre.
6.5 If your item is faulty, damaged, or incorrect (not what you ordered), please contact our Customer Service team on ***as soon as possible!
6.6 There will be no refunds or any delivery fees incurred.
7. Order cancellations for Online Purchases
7.1 Unless provided for under these Terms or as otherwise agreed by Edgars, no cancellations or changes to Orders will be accepted, and the Goods will be delivered to the Delivery Address supp**** by you in the Order.
7.2 You should carefully check that your Order is accurate before you submit it. You will, however, be able to return Goods under the Returns Policy. See our Cooling off period conditions.
7.3 If we cannot contact you about your Order using the contact details you provided in the Order, after having made reasonable attempts to contact you, we will cancel your Order and refund any money paid in the channel used to pay it.
7.4 Delivery Fees will be charged if you return Goods for change of mind or you made an incorrect selection, including if you ordered the incorrect size, colour etc.
7.5 Goods can only be returned in accordance with these Terms and the Returns Policy. The Returns Policy forms a part of these Terms.
7.6 Edgars will process any refunds within a reasonable time of agreeing to do so.
7.7 Credit card Refunds may take up to 14 working days, arising from regulatory Administrative processes required between Banks.
7.8 If the original payment was made:
7.8.1on a credit card, refunds will be processed on the same card as the original payment was made.
7.8.2by a combination of Thank U Card and credit card then:
7.8.1.1refunds will be processed on the same card as the original payment was made first.
7.8.1.2Return card for remaining amount will be emailed to the email address entered at the time you place your order.
7.8.3 For In-Store Orders, where you paid in cash, your Thank U Card or by Credit Card, you can obtain a refund by visiting a Edgars store.
7.9 Same Day Delivery Orders cannot be cancelled or changed once submitted.
7.10 Same Day Delivery Goods can only be returned at an Edgars store.
7.11 If you would like to make a return under the Returns Policy and you do not live near an Edgars store, please call the Customer Service Centre on ***to make an alternative arrangement.
8. Cooling off period and returns
8.1 In addition to the rights set out in our Refund and Exchange policy, if you qualify as a consumer in terms of the Electronic Communications and Transactions (ECT) Act you may enjoy certain cooling-off rights in terms of which you can cancel any transaction within 7 (SEVEN) days after the date of receipt of the goods or services, or within 7 (SEVEN) days after the date of conclusion of the agreement, without reason or penalty.
8.2 Clause 8.1 shall not apply to certain goods or services like airtime since the ECT Act specifies that the cooling off provisions do not apply to electronic communications where the goods are clearly personalised.
8.3 If you have effected payment prior to exercising your right to return the products, Edcon will refund you the full purchase price thereof, less any direct costs incurred by Edcon in returning such goods.
8.4 If your uncertain about any aspects relating to our Returns
Good day
I am awaiting a response for the email above.
Good day
I am awaiting a response for the email above.