JM
Jayaseelan M
1 reviews | Active since Oct 2010
19 Jun 2017, 09:31
Poor service
<p>So since my post of disatisfaction on 15 June and an internal escalation at Edgars, nothing has happened to propgress my issue any further. Just to let you know what happened:</p> <p>1) I made an online purchase on 01 June 2017 from Edgars RedSquare</p> <p>2) On 5 June 2017 I received an email advising me that my order was subsequently cancelled because of "no stock available";</p> <p>3) Upon m,y enquiry I was told that I needed to provide my card number to process the refund;</p> <p>4) on 9 June 2017 I was asked for my credit card number which was sent to Lorato Kgolobe via email. I was told then that the refund will take up to 10 working days;</p> <p>5) I escalated this matter on HelloPeter on 15 June 2017. I was immediately contacted and was told that the matter has been escalated, in addition to the committment from Edgars on HelloPeter;</p> <p>6) While it is not yet 10 working days since I submitted my card details, I was called by the Edgars team again this morning (19 June 2017) asking for my card details so that the refund could be processed. I was again told the refund will take up to 10 working days. </p> <p>Is there anyone at Edgars that knows how to process a refund in a timely manner in an online environment? </p> <p>Your service sucks!</p>
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Replies (2)
Edgars's replyOfficial
21 Jun 2017, 11:10Please accept our sincere apologies for the lapse in service experienced.
Please be advised your query is referred to our online team to provide proper feedback in regards to your refund status.
NB: Our credit card refund process takes about 10 working days to reflect back to customers account.
Feedback confirming action plan will be communicated to you within the next 48 working hours.
Please find below reference number for this query:
***/GO
Kind Regards
Edcon Customer Experience Team
***
Best regards,
Edgars's reply21 Jun 2017, 11:10
Official
Please accept our sincere apologies for the lapse in service experienced.
Please be advised your query is referred to our online team to provide proper feedback in regards to your refund status.
NB: Our credit card refund process takes about 10 working days to reflect back to customers account.
Feedback confirming action plan will be communicated to you within the next 48 working hours.
Please find below reference number for this query:
***/GO
Kind Regards
Edcon Customer Experience Team
***
Best regards,
JM
Jayaseelan M's updateReviewer Update
21 Jun 2017, 11:47Hello Edagrs
You are still not getting the point. You have yet again provided me with a standard response to your process incompetence that has led to this situation.
Process incompetence number 1.
You have no clue whether you have stock in an online store - this is such a simple IT solution. You therefore accepted my purchase which resulted in the need to do a refund at my inconvenience. This can be avoided through simple stock control reconcilliation.
Process incompetence number 2
To take 10 working days to execute a refund is absolutely unacceptable in today's digital world and IT processing where payments and settlement occur realtime.
Process incompetence number 3
The request for a refund was initiated by me during which the agent required my card details in order to process the refund. Why dont you proactively call me to tell me that further information is required in order to process the refund.
Process incompetence number 4
After my initial request for a refund and submitting my card details on 9 June, I am called by an agent to request my card details. I indicate dthat it was submitted already, but she was not aware, saying that it will take a further 10 working days. Huh!
Process incompetence number 5
As I was writing this sentence now, I received a call from your agent advising that the payment from Edagrs was processed on 19 June and will take two days to reflect in my account. It looks like there is no coordiantion between your teams to know what is going on with all these conflicting information from the different agents.
Process incompetence 6
Where is your customer experienec recovery process, it leaves a lot to be desired. A simple option would have been an invitation to me to collect the product from one of your stores as a means of honouring your end of the transaction, and recovering the situation.
So Edgars, do you see why your standard response on this matter is unacceptable?
JM
Jayaseelan M's update21 Jun 2017, 11:47
Reviewer Update
Hello Edagrs
You are still not getting the point. You have yet again provided me with a standard response to your process incompetence that has led to this situation.
Process incompetence number 1.
You have no clue whether you have stock in an online store - this is such a simple IT solution. You therefore accepted my purchase which resulted in the need to do a refund at my inconvenience. This can be avoided through simple stock control reconcilliation.
Process incompetence number 2
To take 10 working days to execute a refund is absolutely unacceptable in today's digital world and IT processing where payments and settlement occur realtime.
Process incompetence number 3
The request for a refund was initiated by me during which the agent required my card details in order to process the refund. Why dont you proactively call me to tell me that further information is required in order to process the refund.
Process incompetence number 4
After my initial request for a refund and submitting my card details on 9 June, I am called by an agent to request my card details. I indicate dthat it was submitted already, but she was not aware, saying that it will take a further 10 working days. Huh!
Process incompetence number 5
As I was writing this sentence now, I received a call from your agent advising that the payment from Edagrs was processed on 19 June and will take two days to reflect in my account. It looks like there is no coordiantion between your teams to know what is going on with all these conflicting information from the different agents.
Process incompetence 6
Where is your customer experienec recovery process, it leaves a lot to be desired. A simple option would have been an invitation to me to collect the product from one of your stores as a means of honouring your end of the transaction, and recovering the situation.
So Edgars, do you see why your standard response on this matter is unacceptable?