How to Fail Dramatically and then make it even worse - OVER-market and UNDER-deliver

ebucks online store are determined to market to the max but have no operational ability to deliver on the services they market. After numerous telephone calls, Facebook messages and emails FNB cannot solve my problem. I ordered 2 pairs of apple airpods online (not cheap!) - delivery at any other on-line store would have been free but ebucks charge for delivery R72.00. So, if you charge surely the service must be superior? That's the hope, but NOT the reality. ebucks sent me SMS messages promising delivery and then missed that date, when I queried this with them they said they were busy because of all the sales they were running. I asked for the delivery fee to be refunded as the service failed; they refused. First failure - If you want to run campaigns and promote the purchase of products on-line you'd better be able to back up the DELIVERY of those products or your SERVICE FAILS. Management clearly don't believe that DELIVERY of the products purchased on-line is part of their service. Lesson: The customer sees the FULL EXPERIENCE as the service so it seems FNB/ebucks don't care that their reputations are DAMAGED by the FAILURES of their contracted outsource partners. Anyway, I eventually get the package. One of the 2 pairs works perfectly, the second is defective. ☹ Now begins the second part of my service hell. I log the return on-line (no problem) and I wait ... and wait ... and I'm STILL WAITING! I call them to follow up and the SAME EXCUSE is given - we're very busy because of the sales so we can’t get back to everyone - NO PLANNING and ZERO COMMITMENT from ANYONE to solve the customers problem; customers are just expected to feel sorry for THEIR PROBLEMS as if that even matters! I was promised on both telephone calls that "the relevant department" (the couriers) would contact me to arrange the return and replacement of the product. They ****. I contacted FNB on Facebook, then by email at their request, then ... NOTHING. SILENCE!

I'm a real advocate for my bank and for the amazing value I get from ebucks BUT after being treated like this I'm very embarrassed to let all the people I've raved to before know how they're treating me now. My latest attempt was to ask them where their warehouse is situated so that I can drive there myself and return the defective product and collect the replacement. I'm fed up with their lack of delivery and am ready to do it myself. And still I wait ... I'm just so disappointed in them.

A great brand completely destroyed because they didn't plan and they can’t recover.