ONLINE SHOPPING NIGHTMARE

First I want to state that I’ve been a customer of Edgars for many many years, I’ve never been late with payments and I’ve never had a problem with them in the past.

This was my 1st time ordering online with them. I placed my order on 10 May 2020 take note that all items I ordered were essential items (winter clothing) up to date I have not received my order. I waited my 3 weeks as per the guidelines of the website due to high volume orders before I started following up. I phoned at least twice a week to find out what’s going on and every time I would get the same answer “we apologize for the inconvenience, we will escalate your enquiry here is the reference number” eventually I had to get stern and tell them that is not acceptable anymore, then the answers would differ from the next follow up.

Answer 1: your order is already boxed and ready for pick up by the courier, you will get your order within next week.

Answer 2: Not all items you ordered are in stock, that is why you haven’t received your order yet. Do you want to cancel your order or do you want us to send you the the items we have in stock and refund you for the rest. I chose option 2

Answer 3: (My order online showed cancelled all of the sudden) you will receive your items before the end of the week and you will be refunded for the items that are out of stuck. (Me asking) okay so please confirm again the order is picked up by the courier and it will be delivered to me by friday and the other items will be refunded, yes mam.

Answer 4: My order was already cancelled when I was informed that they did not have stock. And the refund is already being processed for the full amount meaning all items I ordered are cancelled. The operator double checked all items were out of stock anyway no package for me was ever even put together. He promised that the manager would phone me back today because when I wanted to speak to the manager he was busy, I’m still waiting for the call. I also told the operator his manager will not phone me back I’ve been told the same thing each time and I’m still waiting.

Through this entire ordeal I’ve had 0 communication or feedback from Edgars, I had to phone in each time and each phone call lasting 30 min+ with no solution. Emails go unanswered.

After today’s terrible phone call I went online to check all the items that I ordered are still showing up and is available showing they have stock??

But also they temporarily closed online shopping to catch up with the huge amount of orders but their lack of customer service tells a total different story.

I’m not even going to bother giving my order number because I know they won’t respond to this anyway.

I hope this will save someone the headache I had to go through.

Edgars can definitely not pride themselves in treating their customers fairly or trying to keep them happy.

Customer service is non-existent with them but yet we pay a lot of interest on our accounts.

I wonder how long my refund is going to take and how often I WILL HAVE TO FOLLOW UP