1 reviews | Active since Dec 2014
Poor service continues
This is my second complaint on this forum and I am still not getting any joy. Last week, after numerous unanswersd emails, I called the customer services number. I requested that online order *** be canceled and the order is refunded in full to my credit card. I spoke to a very helpful lady named Phumzile. She assured me that the order was canceled and that the refund would reflect on my credit card in 3 to 5 working days. The reference number for this call is ***/GO.
Today I got an email saying the items had been shipped. I called once again and was told that the online team might not have been informed. How does a business function like this. I refuse to accept the goods and then log a return. I am a busy essential worker (a nursing sister) who has been working non-stop throughout lockdown. I don't have time to run after different departments when one department ensures me that the matter has been handled. The lady I spoke to today said she would escalate the matter to her manager and someone would get back to me. Nobody did. Come on Edgars. I appreciate times are tough, but at least stick to your word and make sure one department knows what the other department is doing.
I expect my refund to be processed as promised. It has already been 2 working days.
Yesterday I got a phone call from Nicola who said my order number was not on this complaint, which it evidently is, and therefore she could not look into it. I gave her the order number and after some time, she called me back and assured me that the couriers will not deliver and that I will be refunded.
Not very surprisingly, the courier delivered today. My only option was to physically take the order to the store in Sandton and request a refund. I particularly wanted to avoid this, which I explained in detail to Nicola, as I am an essential worker, an emergency nursing sister, and I work full time. I do not have time to go to the stores and I limit my contact with people outside of work due to me being a high-risk candidate during this Covid-19 outbreak.
I cannot begin to explain my disappointment in Edgars and it's staff. I have to date spoken to 3 different people who all assured me that the order was canceled and that I would be refunded shortly. In the end I had to take time off work to physically resolve the matter myself. I do not live near Sandton, so it was a distance for me to do this. But Edgars and its team clearly don't care about customer service whatsoever. Thank you Nicola, for absolutely nothing.
Yesterday I got a phone call from Nicola who said my order number was not on this complaint, which it evidently is, and therefore she could not look into it. I gave her the order number and after some time, she called me back and assured me that the couriers will not deliver and that I will be refunded.
Not very surprisingly, the courier delivered today. My only option was to physically take the order to the store in Sandton and request a refund. I particularly wanted to avoid this, which I explained in detail to Nicola, as I am an essential worker, an emergency nursing sister, and I work full time. I do not have time to go to the stores and I limit my contact with people outside of work due to me being a high-risk candidate during this Covid-19 outbreak.
I cannot begin to explain my disappointment in Edgars and it's staff. I have to date spoken to 3 different people who all assured me that the order was canceled and that I would be refunded shortly. In the end I had to take time off work to physically resolve the matter myself. I do not live near Sandton, so it was a distance for me to do this. But Edgars and its team clearly don't care about customer service whatsoever. Thank you Nicola, for absolutely nothing.