Non Delivery and bad customer service

Item: FirstShop
Rating: 1
Author: nicodemus G

I am extremely disappointed with the service I have received regarding my order placed and paid for on 18 August 2025. The order was meant to be delivered to my work address, as I am in the office five days a week and regularly receive personal deliveries there.

I was advised that delivery would take 2–3 working days, but after three days I followed up and was told that my company returned the order due to “no purchase order number.” This explanation is unacceptable, as this was a personal purchase paid by credit card, not a company order.

Since then, I have had to engage in numerous back-and-forth discussions, yet I still have not received my stock. Unfortunately, the individual handling this matter, Julia Modiba, has shown no sense of accountability or customer service, and my queries have largely been met with silence.

This situation is highly frustrating, unprofessional, and has caused unnecessary delays. I expect my order to be delivered to me immediately or a full refund processed without further delay.

Helpful (0)

Replies (1)

FirstShop's replyOfficial

26 Aug 2025, 15:39

Hi Nicodemus, I tried calling you but was unable tog et through.
Thank you for sharing your feedback. I’m truly sorry for the frustration and delays you’ve experienced.

After reviewing, I see the confusion came in at the warehouse. Our driver followed standard courier procedure by going to the receiving department, as your company is one of our regular partner distribution hubs. Unfortunately, no delivery notes were provided upfront indicating that the parcel needed to be directed to reception instead. Receiving requested a purchase order which is standard for them, this caused the mix-up. Only after our follow-up with you did we learn it should have gone to reception.

Julia was in contact with you throughout, calling and emailing to give instructions to correct this. Unfortunately, despite those instructions being acknowledged, the driver still went to receiving instead of reception the second time round which led to the delay. For that, I sincerely apologize.

Our team is working to get this sorted asap! If you’d prefer a refund instead, we can action that immediately. Please let us know your preference so we can resolve this for you right away.

FirstShop's reply26 Aug 2025, 15:39

Official

Hi Nicodemus, I tried calling you but was unable tog et through.
Thank you for sharing your feedback. I’m truly sorry for the frustration and delays you’ve experienced.

Our team is working to get this sorted asap! If you’d prefer a refund instead, we can action that immediately. Please let us know your preference so we can resolve this for you right away.