Complaint

I have ordered a product from them on the 5th September. Until today I did not receive anything from them. Did send a mail asking about my order and their response was - "did you ask you post office" - and that was it. The reference number that they supply me with is a order for Doorpoort, Pretoria and it was already collected. I am not staying in Krugersdorp. I requested a refund and nobody is replying on my request or answers.