AS
Aqilah S
1 reviews | Active since Oct 2019
26 Jun 2020, 16:42
Helen is the best!
This is review is solely for the receptionist Helen Naidoo at JD.Group.
With all of the back and forth trying to get help she was the only one with resolutions, a way forward and was able to differentiate between my frustrations towards the people helping me and the situation.
She even went as far as to call be back without me asking for a follow up to make sure that I was take care of.
HONESTLY, Helen needs to train all of the guys in customer services,
Thank you Helen!
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Aqilah S's updateReviewer Update
26 Jun 2020, 16:47If there was an option to rate them lower than 1 star, I would.
I purchased a tumble dryer off their website on June 8, and it was delivered on the 12th.
When I tried using the Tumble dryer for the first time, I wouldn't go on and proceeded to contact customer services June 18th 2020.
Customer services said they would lodge the complaint and the manager of the that team would contact us and a reference number would me sms'd with in 24 hours. This did not happen.
After 24 hours we contacted customer service on June 19th, 2020 and the same promises were made, only to have the reference number sms'd 3 days later the 21 June 2020 and still no call.
We waited a week after our initial call to give them a chance and gave them another call hopefully to reach a resolution. I called their customer services on June 25 2020 from 10AM until 4PM and was met by the most UNHELPFUL, RUDE and ARROGANT staff. They are all ***** and clearly do not know their business.
There was no apology and empathy for my situation and i was made to feel like I was wasting their time and their money for my product.
We asked for the product to be collected and to be refunded since it was dead on arrival and we wouldn't trust a brand new machine being repaired,
We were told that the only option we have are to take the machine to a store to have it tested and refunded, I called the N1 City store manager June 26, 2020 to see if this option is good and was met with another RUDE person. At this point I'm thinking that everyone at Hifi has zero training in customer services or they are trained to treat their customers like this.
The other option was to wait 5-6 working days for the product to be collecte\d however they never contacted us back to confirm and arrange any of the above.
Their e-commerce team has as much arrogance and attitude as the customer services and it seems that it is a norm.
They have no way of filing any sort of complaint.
I'm taking this to the consumer good and services ombudsman. Surely there are standards for customer services.
I purchased a tumble dryer off their website on June 8, and it was delivered on the 12th.
When I tried using the Tumble dryer for the first time, I wouldn't go on and proceeded to contact customer services June 18th 2020.
Customer services said they would lodge the complaint and the manager of the that team would contact us and a reference number would me sms'd with in 24 hours. This did not happen.
After 24 hours we contacted customer service on June 19th, 2020 and the same promises were made, only to have the reference number sms'd 3 days later the 21 June 2020 and still no call.
We waited a week after our initial call to give them a chance and gave them another call hopefully to reach a resolution. I called their customer services on June 25 2020 from 10AM until 4PM and was met by the most UNHELPFUL, RUDE and ARROGANT staff. They are all ***** and clearly do not know their business.
There was no apology and empathy for my situation and i was made to feel like I was wasting their time and their money for my product.
We asked for the product to be collected and to be refunded since it was dead on arrival and we wouldn't trust a brand new machine being repaired,
We were told that the only option we have are to take the machine to a store to have it tested and refunded, I called the N1 City store manager June 26, 2020 to see if this option is good and was met with another RUDE person. At this point I'm thinking that everyone at Hifi has zero training in customer services or they are trained to treat their customers like this.
The other option was to wait 5-6 working days for the product to be collecte\d however they never contacted us back to confirm and arrange any of the above.
Their e-commerce team has as much arrogance and attitude as the customer services and it seems that it is a norm.
They have no way of filing any sort of complaint.
I'm taking this to the consumer good and services ombudsman. Surely there are standards for customer services.
AS
Aqilah S's update26 Jun 2020, 16:47
Reviewer Update
If there was an option to rate them lower than 1 star, I would.
I purchased a tumble dryer off their website on June 8, and it was delivered on the 12th.
When I tried using the Tumble dryer for the first time, I wouldn't go on and proceeded to contact customer services June 18th 2020.
Customer services said they would lodge the complaint and the manager of the that team would contact us and a reference number would me sms'd with in 24 hours. This did not happen.
After 24 hours we contacted customer service on June 19th, 2020 and the same promises were made, only to have the reference number sms'd 3 days later the 21 June 2020 and still no call.
We waited a week after our initial call to give them a chance and gave them another call hopefully to reach a resolution. I called their customer services on June 25 2020 from 10AM until 4PM and was met by the most UNHELPFUL, RUDE and ARROGANT staff. They are all ***** and clearly do not know their business.
There was no apology and empathy for my situation and i was made to feel like I was wasting their time and their money for my product.
We asked for the product to be collected and to be refunded since it was dead on arrival and we wouldn't trust a brand new machine being repaired,
We were told that the only option we have are to take the machine to a store to have it tested and refunded, I called the N1 City store manager June 26, 2020 to see if this option is good and was met with another RUDE person. At this point I'm thinking that everyone at Hifi has zero training in customer services or they are trained to treat their customers like this.
The other option was to wait 5-6 working days for the product to be collecte\d however they never contacted us back to confirm and arrange any of the above.
Their e-commerce team has as much arrogance and attitude as the customer services and it seems that it is a norm.
They have no way of filing any sort of complaint.
I'm taking this to the consumer good and services ombudsman. Surely there are standards for customer services.
I purchased a tumble dryer off their website on June 8, and it was delivered on the 12th.
When I tried using the Tumble dryer for the first time, I wouldn't go on and proceeded to contact customer services June 18th 2020.
Customer services said they would lodge the complaint and the manager of the that team would contact us and a reference number would me sms'd with in 24 hours. This did not happen.
After 24 hours we contacted customer service on June 19th, 2020 and the same promises were made, only to have the reference number sms'd 3 days later the 21 June 2020 and still no call.
We waited a week after our initial call to give them a chance and gave them another call hopefully to reach a resolution. I called their customer services on June 25 2020 from 10AM until 4PM and was met by the most UNHELPFUL, RUDE and ARROGANT staff. They are all ***** and clearly do not know their business.
There was no apology and empathy for my situation and i was made to feel like I was wasting their time and their money for my product.
We asked for the product to be collected and to be refunded since it was dead on arrival and we wouldn't trust a brand new machine being repaired,
We were told that the only option we have are to take the machine to a store to have it tested and refunded, I called the N1 City store manager June 26, 2020 to see if this option is good and was met with another RUDE person. At this point I'm thinking that everyone at Hifi has zero training in customer services or they are trained to treat their customers like this.
The other option was to wait 5-6 working days for the product to be collecte\d however they never contacted us back to confirm and arrange any of the above.
Their e-commerce team has as much arrogance and attitude as the customer services and it seems that it is a norm.
They have no way of filing any sort of complaint.
I'm taking this to the consumer good and services ombudsman. Surely there are standards for customer services.