Worst Customer Experience with Edgars Online

Edgars Review on Hello Peter

I can’t believe the experience I’ve had with Edgars over the past few days, especially as a loyal cardholder for over a decade. On November 6th, I placed an online order during their 20% discount promotion on beauty products, excited to try the new Tom Ford Eud D’Ombre Leather, which was advertised as an EDP. To my surprise, on November 11th, I received an EDT instead.

After receiving the incorrect product, I visited the store on the same day to inquire, only to find out that the fragrance only comes in an EDT, not an EDP. Since this was a blind buy, I initially considered keeping it as convinced in-store but later decided that it wasn’t the product I wanted. I called the e-commerce team the next day to request an exchange, I asked if I could do it in-store rather than online to avoid the additional two-week wait. After a series of emails, I was told I’d be compensated R150 if I kept the EDT, but if I opted for an exchange, I would lose that compensation. This felt like I was being pushed to keep the incorrect product. I also requested to exchange the fragrance in-store to avoid further delays but was told the discount only app**** to online orders, making the process even more frustrating.

When I asked to cancel the order for a refund, I was informed I could only receive a store voucher since I paid via Payflex. This led to multiple trips between Edgars N1 City and Canal Walk, with staff appearing unclear on how to handle the issue. After repeatedly asking for assistance and finally involving a manager, I was able to get some help.

I’m extremely disappointed with Edgars’ online service. The slow 48-hour response rate, with only one response per day, doesn’t work when customers are frustrated. The lack of coordination between online and in-store teams only compounded the inconvenience and costs to me in airtime and petrol. As a customer, I would expect seamless support across Edgars’ divisions. This experience left me feeling like the biggest loser in this transaction. For Edgars to improve, merging online and in-store services would greatly enhance customer experience.