Real Customer Service

Just before Christmas I ordered a mellerware blender stick- a gift for my daughter - from the online store. Some time before the delivery date I received a message from Mulalo advising that the item was out of stock and he offered a refund. I told him that I really wanted the product and was willing to wait for them to get one from their supplier.

After a while Mulalo again got in touch to advise that none of the suppliers had any stock. He offered me some alternative products. Unfortunately none met the requirements I had so I agreed to the refund.

Mulalo asked me to email him a letter from the bank to confirm banking details and to fill out a form. I objected to completing the documentation as I felt they had collected this info electronically when the payment was made and should have been able to effect a refund through their system. For reasons not clear to me this was not possible to do. I explained to Mulalo that there is so much banking ***** prevalent today that I really didn’t want my banking info floating around in their email system. I even offered to go into my nearest store and present my card for a refund.

He agreed to discuss the matter with his head office and would get back to me very soon which he did. Mulalo used a very innovative way to refund me in cash. He called to give me details to withdraw cash via a “cardless” ATM transaction. I was happy that my banking details were not shared and he was able to provide a solution that didn’t compromise their systems and processes.

Well done Mulalo Maphisa. Even though HiFi Corp was unable to supply the item, given your absolute professionalism, innovative solution and focus on customer satisfaction, I will definitely return to buy appliances there again.

You are a credit to your organization and really live “customer service”...something that many talk about but rarely do. Well done Sir!