Outstanding Return Query – Request for Complaint Department Feedback

I would like to follow up regarding an online order that was delivered on Thursday, the 8th, shortly after 17:00.

Upon opening the package, I immediately realized that I had ordered the incorrect size. I contacted your online customer service via email the same evening. The following morning, I logged onto your website and marked the item for return. I also contacted your customer service call Centre, where I was assisted by Sinesipho, who clearly explained the next steps in the process.

Sinesipho subsequently emailed me requesting additional information and photographs, which I promptly provided. Thereafter, I was contacted by Prudence Jacobs, who also followed up and assisted me further. I would like to commend both Sinesipho and Prudence for their professionalism, helpfulness, and excellent communication throughout this process.

I would also like to note that I fully intend to purchase the correct item from your store once this matter has been resolved.

My concern at this stage is that today is Friday, the 16th, and I have yet to receive feedback from the Complaints Department regarding my query. Yesterday, Thursday the 15th, Sinesipho contacted me again to advise that she had noted my emails and would escalate the matter to her team leader.

Could you please advise what the standard turnaround time is for the Complaints Department to respond to a customer query? My understanding is that it is typically within 48 hours, and I would appreciate confirmation or an update on the status of my case.#284H0

Thank you for your attention to this matter. I look forward to your response.

I would like to add that I do not have any issues with online purchasing. I find the process fast and convenient — orders are placed one day and delivered the next. Customers are kept well informed throughout the delivery process, and I have been very satisfied with the items I have purchased to date, which I truly enjoy.