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Rozanne H

1 reviews | Active since Aug 2013

06 May 2023, 11:59

Slow to no feedback.

I ordered online and paid via payfast on 6 April. By 13 April still no movement on my order.

Only to be informed on 14 April I need to "send proof of payment". Sent payfast payment proof same day.

On 20 April I requested update again, as still there was no movement on my order. Only to be informed on the 21st of April, after numerous calls that there is an unidentified problem with my order and they will "look into the matter".

Finally on 25 April I received confirmation of shipment. Only received an email stating they had a "slight delay in processing" my order. Over 3 weeks is NOT a SLIGHT delay.

I have never encountered that payment via Payfast needs to be sent to a supplier. I had to call up to 15 times and still no one could really say what exactly was going on. Not even the "key accounts manager" knew what was going on

Alot of the stuff I ordered was for a client order that needed to be completed and I was forced to get it from an alternate source due to this "slight delay"

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Replies (1)
FirstShop
FirstShop's reply09 May 2023, 13:13
Official
Hi Rozanne, thank you for reaching out and sharing your experience with us. Your feedback is invaluable to us as we strive to provide excellent customer service. We want to assure you that we take your concerns seriously and are committed to addressing them promptly. We apologize for the delay you have experienced with your order. Rest assured that we will investigate the matter to determine the cause and identify areas for improvement in our processes. We understand the frustration this has caused and want to assure you that we are working diligently to resolve the situation. We have notified our customer service team about your review, and they will be reaching out to you shortly with an update on the status of your order. They will provide you with the information you need and answer any questions you may have. Once again, we sincerely apologize for any inconvenience caused by this delay. 

Best regards,