Return Process Turnaround Time

I initiated a return process for a graphics card on the 22/12/23. The initial response was received on 04/01/24, which is understandable, from a returns administer, named: Caitlyn Chetty. She requested the serial # & photos of the original packaging which I had send to her the same day.

2 days lapsed without a response & asked if the info was received on the 6th. She rep**** on the 8th saying that the item needs to be returned to the warehouse for inspection. I responded the same day, @ 1pm, indicating that I would prefer if FirstShop arranged the courier at a charge as I had the option to send it myself or for them to arrange collection.

She then rep**** the following day, on the 9th @ 1pm with a quote & responded an hour later saying that it is doubled of what I expected & that I will be arranging the delivery myself. She then send me a delivery address to a warehouse in Sandton around 19:30 on the same day.

She asked for feedback the next day & I responded that I am a little busy & will be sending it the next day, the 11th, which I did with proof to her @ 09:10. This was a Thursday. When Monday came, the 15th, I received a call from the courier company that the warehouse is not in Sandton & that it moved. There was also not a # number to call someone as Caitlyn did not provide one after requesting it prior to sending the package.

She responded the next day, the 16th, apologising and gave the correct address to the warehouse, which is in Germiston. This baffles me still. I told her, no worries in my response. No response was received on the 17th & so I asked her on the 18th of the package was received. A response was received of confirmation and another update, same day of a technician assessing and update to follow "shortly". This was early @ 10:20 am.

The next day, 19th @ 9am, i asked for feedback as my pc was running without a graphics card & I need one to do my work. She responded that she requested feedback from the servicd centre and later, same day after requesting feedback, she responded if I would a refund or new item.

I opted for the refund and provided my banking details. This was @ 14:45 on the 19th. She responded, same day, with the documentation needed to process refunds which I had send around 3pm. This was Friday & no response was received.

I followed up on Monday, 22nd @ 09:22, to confirm receipt of the docs. No response still so i decided to send the mail to previous first shop employees that I dealt with, namely: Tyreece Naidoo, whom provided excellent customer service last year (5stars to him). Caitlyn then responded at 12:00 confirming docs received & imminent update to follow. I responded to have the update before close of business please and no response from her for the rest of the day.

Today, 23/01/24, i told her that it will be my last direct email to her and copied all previous first shop employees in that I dealt with. This is the only way to get a response out of her when copying other employees in and a response was received at 10am saying that my refund was submitted to the accounts department for processing.

From the 4th to the 23rd Jan 2024 turnaround time and still not resolved. This is unacceptable as the return process from my side was initiated a day after the graphics card was received.