Terms and Conditions apply

Item: Franella Footwear
Rating: 1

On the 8th October 2016 I ordered beautiful shoes from Franella Footwear (Pty) Ltd. According to their terms and conditions at the time the delivery period (exlcuding weekends and public holidays ) was 12 weeks. On the 9th Decemeber 2016 ,I sent an email to follow up on my order as it was 8 weeks and just wanted an indication as to when I could expect to receive my order. I was advised that I would be contacted during business hours . On the 13th December 2016, I sent an email asking for feedback as nobody had contacted me as advised, on 13th told that somebody would coult me and nobody contacted me. On the 15th December, I once again sent another email following up. On the 16th December I got an email advising that offices would be closed and that they will re-open on 20 Jan 2017, I then rep**** that they were not honouring their terms and conditions as delivery states between 2-12 weeks. I was then advised that delivery was between 2-16 weeks (terms and conditions subsequently changed). I then rep**** stating that they are changing their terms and conditions to suit them, in which they then said that it is not true and that my order will be cancelled which I did not request and that a refund would be processed. Today, 24 Jan, I followed up on my refund and was told that the office is opening on 25 Jan, where in earlier mail they stated 20 Jan. I was also informed that a 50% cancellation fee would be charged and the delivery fee will not be refunded, I did not cancel the order they did. I was also told that I have a personal vandetta against Franella since 2016. Seems if you follow up on an order you have a personal vandetta. I have always had to follow up with them and never once did they provide any feedback on the progress of my order. This is just bad customer service. Below is the chain of email sent to Franella. Franella shoes 17 messages Anne Malisani Fri, Dec 9, 2016 at 7:28 PM To: petro good day It has been 8 weeks since I placed an order for shoes . can you please let me know when can I expect delivery . surely by now you should know when it will be delivered . I have send you an sms which was delivered but I have not received any feedback . Your attention to this will be appreciated . Kind regards Anne Malisani Petro Botha Fri, Dec 9, 2016 at 7:44 PM To: Anne Malisani Dear Anne We will attend to this matter during office hours next week, thank you. Regards, Franella Footwear (Pty) Ltd Anne Malisani Fri, Dec 9, 2016 at 7:45 PM To: Petro Botha Thank you . Anne Anne Malisani Tue, Dec 13, 2016 at 1:42 PM To: Petro Botha Still waiting on feedback . Petro Botha Tue, Dec 13, 2016 at 1:44 PM To: Anne Malisani Dear Anne One of our consultants will contact you shortly. Regards, Franella Footwear (Pty) Ltd Anne Malisani Thu, Dec 15, 2016 at 4:25 PM To: Petro Botha Dear Petro It's been 2 days since your below mail . no consultant has contacted me . Regards Anne Petro Botha Fri, Dec 16, 2016 at 8:10 AM To: Anne Malisani Dear Anne Franella Footwear (Pty) Ltd is closed for the year. We will re-open on 20 January 2017, thank you. Regards, Franella Footwear (Pty) Ltd Anne Malisani Fri, Dec 16, 2016 at 8:17 AM To: Petro Botha You are not honouring your terms and conditions of 2 to 12 weeks for delivery. It is a shame . Petro Botha Fri, Dec 16, 2016 at 8:23 AM To: Anne Malisani Dear Anne Our Standard Turnaround Time is 2-16 weeks, excluding weekends and public holidays. Please read our Terms and Conditions carefully. And you are welcome to cancel the order at any given time. Nobody is forcing you to do business with Franella Footwear if you are so unhappy with our service. Regards, Franella Footwear (Pty) Ltd Anne Malisani Fri, Dec 16, 2016 at 8:30 AM To: Petro Botha You are changing your terms to suit you . I do not wish to be associated with you or your shoes.. Petro Botha Fri, Dec 16, 2016 at 8:32 AM To: Anne Malisani Dear Anne No, that is not the case, we reserve the right to change our Terms and Comditions. You would know that if you read our Terms and Conditions. We accept your cancellation and will process the refund accordingly. Regards, Franella Footwear (Pty) Ltd Anne Malisani Fri, Dec 16, 2016 at 9:23 AM To: Petro Botha I wonder how you are going to refund me as you don't have my banking details? I would not have harassed you with lots of emails and sms's if you had provided me with at least some feedback on the progress. This is just very bad customer service. Petro Botha Fri, Dec 16, 2016 at 9:35 AM To: Anne Malisani Dear Anne Not true. But you are entitled to your opinion. You will be refunded according to our Refund Policy. A bank account is not required as you will receive an account credit. You would have known this if you read our Terms and Conditions. We regard this matter as settled. You will receive an email during business hours next week. We will not send you any further emails, thank you. Regards, Franella Footwear (Pty) Ltd Anne Malisani Tue, Jan 24, 2017 at 8:45 PM To: Petro Botha Hi Petro, As per last correspondence I was going to receive a refund. I have not had any correspondence from you since your last email. This is very unprofessional and bad customer service. I hope that there are no deductions when you process the refund. [Quoted text hidden] Franella Footwear (Pty) Ltd Tue, Jan 24, 2017 at 8:51 PM To: Anne Malisani Dear Anne We closed on 15 December 2016 and will reopen on 25 January 2017. There is nothing UNPROFESSIONAL about Franella Footwear (Pty) Ltd. Nor did we ever provide you with BAD CUSTOMER SERVICE. According to our records, you have had a personal vendetta against our company since 2016. Your refund will be conducted according to our Returns Policy: CANCELLING AND ENDING ORDERS • Franella Footwear (Pty) Ltd reserves the right to refuse processing of payment for any order and/or to cancel any purchase, partially or completely, with notice given to you. • Franella Footwear (Pty) Ltd will be liable for reimbursing you the rand value paid in the form of an account credit only if you have already paid for the cancelled order. You have the right to return non-defective products purchased within 30-days of the order being delivered. 50% CANCELLATION FEE • We will gladly refund you 50% of the total price on the invoice in the form of an account credit in the event that you cancel the transaction for whatever reason in writing (via email). The Delivery Fee is non-refundable. We have processed your refund already and we will have our customer service consultants contact you tomorrow with the details thereof. Terms and Conditions apply to all orders, thank you. Kind regards, Franella Footwear (Pty) Ltd Anne Malisani Tue, Jan 24, 2017 at 8:56 PM To: Petro Botha Hi Petro, I don't have a personal vandetta against your company. I have had to follow up with you every time. I never cancelled the order, you did. Refer to chain of emails. According to your emails below you were reopending for the year on 20th Jan. All I ever wanted was feedback or just some progress on my order. Bad customer service!!! Franella Footwear (Pty) Ltd Tue, Jan 24, 2017 at 8:59 PM To: Anne Malisani Dear Anne Petro and Frank no longer reply to emails personally. They have appointed customer service consultants. Franella Footwear (Pty) Ltd is dedicated to customer service. Would you prefer to continue with the order? Please advise. Regards, Franella Footwear (Pty) Ltd

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