No Customer care, Unprofessional, No business ethic and morals - VERY DISAPPOINTED AND ANNOYED CUSTOMER

Monday, October 7 I placed an order for a bonnet scoop (R1999) and side cladding (R2299) with Efficient Express. Payment was made at the same time I placed the order. Received confirmation the same night.

Wednesday, October 16 I received an email stating my order was ready for pick up with address, contact person (Gerhard) and contact number.

Thursday, October 17 I send an email to say I will be picking up the order before 13:00. When I arrive at the place (residence in Pretoria). I reside in Midrand and had left work to pick up. Called Gerhard when I was at the gate. He was not in. But said that his brother was there, items were already packed and ready for me. This seemed fine to me and I needed to get back to work as well. I figured if anything were to be wrong with the order it would still be corrected due to the returns policy.

Monday, October 21 This is the day I finally opened the package. Bonnet scoop was what I ordered and had fitted it on. The side cladding only had 2 pieces instead of 6 pieces as was shown on the website. I sent an email the same night to inform Gerhard. Emails were sent to ***. Sent the side cladding pictures which I received as well and my contact details even though they are captured on the site and are entered at the time of ordering. I said I was leaving for Durban on the Friday, October 25 for my wedding.

Wednesday, October 23 No response yet from anyone so I called Gerhard. After answering, he said that he was aware of the email I sent. His wife has spoken to him about it and said that his supplier (from Rustenburg) had sent the stuff to him like that and he was going to see them the next day and that I would still get my items before Friday. I thought this was understandable. He even mentioned he knew about the wedding and I said I was going down on Friday, October 25 but the wedding was only on Saturday, November 02.

Friday, October 25 No response again from anyone! I twice tried calling Gerhard that morning as I was leaving to Durban that afternoon. No answer. I figured I was not getting these items on time. Really annoyed that I wasn’t getting any responses or calls to let me know what was going on.

Monday, November 04 Still no updates or calls from anyone! Sent an email whilst still at Durban to Gerhard asking for an update. Said I was disappointed that he didn’t get back to me. Said I would be driving back home to Midrand the next day and would appreciate delivery by the Wednesday, November 06 if possible. I did not say but reason was I was leaving for honeymoon on the same Wednesday, November 06 at night.

Wednesday, November 06 No response! Called that afternoon. No answer! Really annoying. I'm stuck wondering what is happening with my order and will I get this sorted out. Can't do anything else about it, I still have to catch my flight for the honeymoon the same night. By now I am regretting purchasing these products with Efficient Express and the amount of no responses I have had and the amount of running around I am doing.

Thursday, November 14 I return from my trip. No emails and no updates from Gerhard.

Monday, November 18 I call Gerhard again, no answer. Wondering why he is Gerhard avoiding my calls. Send him a mail with my contact details again asking for him to return my call.

Wednesday, November 20 I call Gerhard again, no answer. I find a landline number of the company on the site. I try that number and no answer again.

That was the last time I tried to contact Gerhard. It is now December 04 and the last I have spoken to Gerhard was on October 2. I am still sitting with this incomplete order unable to use it. For me, I just can't understand the lack of professionalism and business ethic that I have been treated with and people should definitely be made aware of this. It just doesn’t make any sense to me. If the order was not able to be corrected, the least Gerhard could have done was to tell me this and refund me for the side cladding and pick up the incorrect items and return to his supplier. To take the money, which is no small amount to me, and to avoid calls and not to respond to emails from a “reputable” (I thought) company's point of view is unbelievable. I did not go to the place of residence in the case I was avoided at the gate and this is no short drive for me as well. I am leaving this post up here and will give it a week to see if this is corrected. If not, I will be reporting this with no regrets.

It would be a pity for Efficient Express to lose a lot more business over the R2299 which is a lot for me, but so minimal to them.

Believe me, I have given this a lot of patience. I don’t normally make things public, but this is totally unreasonable. Makes me wonder how many others this has happened to.