Impossible to get credit for goods never received

<p>1. On 31/10/2015 I commenced placing an order online via Red Square for Estee Lauder products, as a free gift was offered if you bought two products, one of which needed to be a skin care product. I did not get the option to select my free gift. Before placing the order, I called the help desk, and spoke to GM who told me to place the order anyway, and she would find out why this happened, and ensure that I got my free gift. I did this and then emailed her all the details of my order, as she had requested me to do.</p> <p>2. She rep**** to my email, encouraging me not to cancel the order, assuring me that I could cancel if they failed to add the free gift manually.</p> <p>3. On Monday 02/11/2015 I received an email confirming that my order had been despatched, without the free gift listed.</p> <p>4. I immediately forwarded this email to GM, who read my email then next day, but I failed to receive any response from her.</p> <p>5. I instructed my domestic to refuse receipt of the order when they tried to deliver it, which she did. When the courier company then called to arrange delivery, I told them to return it to Red Square.</p> <p>6. On 17 November I received an email saying that the order had been delivered. We did not receive any goods.</p> <p>7. On 24 November I emailed ********** ********** and GM requesting that the amount be credited off my account, as I had never received the goods.</p> <p>8. I received replies on 27/11 and 28/11 from edgarsinfo email addresses saying that the matter was being looked into.</p> <p>9. On 16/12/2015, since I had heard nothing, I again emailed the three addresses listed above demanding action.</p> <p>10. On 16/12 and 17/12 I received replies from edgarsinfo email addresses saying that the matter was being looked into.</p> <p>11. On 19/02/2016, I received an email from RW, signed “Red Square Online team” apologising for my experience with my order having been “less than desirable” and giving me an online voucher for R250.00.</p> <p>12. On checking my account balance on 10/03/2016, I discovered that the amount had still not been cleared off my account (plus all the interest since I had not paid anything on an amount not due).</p> <p>13. I then called your “customer experience line” – the 0800 number – on 10/03/2016 and spoke to N who was extremely apologetic and assured me she would escalate the matter as urgent.</p> <p>14. I then did not receive any statements, and being busy, didn’t check my balance, just assumed that it had eventually been sorted out.</p> <p>15. Suddenly on 08/07/2016 I received an SMS asking me to pay my overdue Edcon account!</p> <p>16. I then called your customer service line again on 08/07/2016 and spoke to Pam who was also extremely apologetic and assured me she would again escalate the matter as urgent and that someone would call me within 48 hours.</p> <p>It is now 18/07/2016 and I am STILL WAITI NG.</p>