Windhoek Draught/Namibian Breweries/ Heineken SA Poor Customer service

I bought 2 cases of Windhoek Draught beer and discovered partially filled cans in 2 of the 6 packs. I tried calling the helpline on the can which diverts to Heineken South Africa. However I could not get through despite numerous attempts.

I then resorted to contacting Namibian Breweries on Facebook messenger on 7 Nov'22 and finally received a reply on 9 Nov'22 asking where the samples are. I rep**** immediately, but only got a reply the following day. on 11 Nov they informed me the query was forwarded to Heineken SA their distributor in SA. I subsequently was contacted by Landiwe PLaatjie from Heineken on 11 Nov and they arranged to collect the faulty goods on 13 Nov and that Compensation will be delivered to me by 18 Nov

The collection only happened on 15 Nov when the 2 x 6 packs were collected by a Skynet courier.

on 15 Nov Heineken confirmed via email that they received the waybill number for the courier package.

Since then I have had not received a compensation pack or replacement for the product that I bought and returned. I have had NO feedback despite follow- up requests on FB Messenger to Namibian breweries on 25 Nov and 30 Nov - only get automated "bot" answers saying we will "Chat soon"

I also sent follow -up emails on 25 & 30 Nov to Heineken Customer Care - to the same email address I had comms with up to 15 Nov - without ANY reply!

The call centre number ***on the beer can is useless. I phoned them 2x today and only get automated replies. Whilst typing this I have been holding on the call for 20 mins without any answer.

I work for an international FMCG company and there is no way we would have such poor reaction to legitimate consumer complaints!