1 reviews | Active since Oct 2010
Poor service on Red Square Online
<p>I purchased goods at the Red Square Online store on 1 June 2017. I was advise via email on 5 June that my order was cancelled due to unavailability of stock. I made payment via my credit card. Here are my three frustrations with this service:</p> <p>1) How do you run an online store without knowing whether the stock allocated to this store is depeleted. Surely you should not advertise products in an online store when there is no stock. It is such an easy reconcilliation to manage, especially in an online environment.</p> <p>2) The service recovery process hsould have been that I be offered to collect the same product from a physical store. In fact, there was no service recovery effort offered.</p> <p>3) My refund to my credit card is still in the process of being finalised. This is now 10 days after my order was cancelled. This is surely a highly ineffective service process. It must also be noted that the refund process was only triggered when I called the call centre to enquire about the refund.</p> <p>Come on Edgars. Surely you can operate your business better than a State Owned Enterprise!!!</p>
We sincerely apologize for the inconvenience caused. Kindly be advised that we have escalated the matter to the Customer Escalation Social media E-Commerce Online team regarding the credit card refund that you are tracking, they will action and revert back to you with feedback. Please find the below reference number for your email ***/GO. We apologize again for the frustrations incurred. Do not hesitate to contact us on ***.
Kind regards.
Customer Experience Team
Call Centre: ***.
We sincerely apologize for the inconvenience caused. Kindly be advised that we have escalated the matter to the Customer Escalation Social media E-Commerce Online team regarding the credit card refund that you are tracking, they will action and revert back to you with feedback. Please find the below reference number for your email ***/GO. We apologize again for the frustrations incurred. Do not hesitate to contact us on ***.
Kind regards.
Customer Experience Team
Call Centre: ***.
Thank you for responding so promptly. However, the action you have taken is the same as that taken via your call centre staff who have escalated this already, with no quicker turnaround than the fact that the reversal process can take from 5 to 7 business days. That refund turnaround time is atrocious in the modern digital world.
You also do not respond to how you can offer an online sales forum without knowing whether you have stock or not.
You should be worried. Stuttafords have announced their closure as of 1 August 2017. Edgars needs to up its digital game or you will see the same fate very shortly. Apologies alone will not help. There has to be a will to improve.
Thank you for responding so promptly. However, the action you have taken is the same as that taken via your call centre staff who have escalated this already, with no quicker turnaround than the fact that the reversal process can take from 5 to 7 business days. That refund turnaround time is atrocious in the modern digital world.
You also do not respond to how you can offer an online sales forum without knowing whether you have stock or not.
You should be worried. Stuttafords have announced their closure as of 1 August 2017. Edgars needs to up its digital game or you will see the same fate very shortly. Apologies alone will not help. There has to be a will to improve.
So since my post of disatisfaction on 15 June and an internal escalation, nothing has happened to propgress this any further. Just to let you know what happened:
1) on 9 June 2017 I was asked for my credit card number which was sent to Lorato Kgolobe. I was told then that the refund will take up to 10 working days;
2) While it is not yet 10 working days, I was called by your team 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.
Is there anyone at Edgars that knows how to process a refund in a timely manner in an online environment?
So since my post of disatisfaction on 15 June and an internal escalation, nothing has happened to propgress this any further. Just to let you know what happened:
1) on 9 June 2017 I was asked for my credit card number which was sent to Lorato Kgolobe. I was told then that the refund will take up to 10 working days;
2) While it is not yet 10 working days, I was called by your team 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.
Is there anyone at Edgars that knows how to process a refund in a timely manner in an online environment?