WM
Wendy M
1 reviews | Active since Sept 2018
11 Jun 2021, 11:16
@Home can't process refunds to Discovery Credit Card
I have a Discovery Credit Card. @Home do not seem to be able to do refunds into my account, ever! This is a systems issue across all branches. I have had the same experience in Sandton City, Bryanston Shopping Centre and Design Quarter.
Their solution is that I must wait until they receive enough cash. They will then call me back and I must drive there to collect the cash from them. There is never any deadline for when they might have received back enough cash in their till.
Most recently I bought a mirror for R3,800 which was defective. We noticed just before leaving the store, so requested an immediate refund as they didn't have an alternative mirror in the store. They "processed" the refund into my card, but the refund never came into my account. It has been exactly 1 month since this happened and I still do not have the money. I have had so many calls to them and from them to try sort this out.
They called to say they have the cash and that I must come pick it up!!! The store is far from me and I am not prepared to drive there. I have asked them to deposit the money into my account. I have given them all the bank account details and they can't seem to find a way to deposit the money into my account since they say there are no physical Discovery ATMs. They can't seem to get it right to do an inter-account transfer from online banking.
I have called @Home head office before and informed them of this repeated problem but apparently nothing has been done!! @Home is the ONLY store I have problems with refunds to my Discovery card.
In what world is this ok!?
Helpful (0)
Replies (2)0
Replies (2)
@Home's replyOfficial
17 Jun 2021, 16:17Hello Wendy
We apologise for the poor experience. We have escalated this to the Field Management team and asked that they look into it as a matter of urgency.
Thanks
The @homewarestore Team
We apologise for the poor experience. We have escalated this to the Field Management team and asked that they look into it as a matter of urgency.
Thanks
The @homewarestore Team
@Home's reply17 Jun 2021, 16:17
Official
Hello Wendy
We apologise for the poor experience. We have escalated this to the Field Management team and asked that they look into it as a matter of urgency.
Thanks
The @homewarestore Team
We apologise for the poor experience. We have escalated this to the Field Management team and asked that they look into it as a matter of urgency.
Thanks
The @homewarestore Team
WM
Wendy M's updateReviewer Update
18 Jun 2021, 08:55I want to reiterate that the problem here is NOT THE STAFF and stores, but rather your REFUND SYSTEM!! So I am glad to hear that you have escalated this to your Field Management team, but hope that they get the point.
I raised a similar experience on the 6th Nov 2020, which I sent to ***. I was allocated reference RM275776. The person who responded couldn't believe that this was happening and said he'd get back to me. Nothing has changed. I see too that there is another HelloPeter complaint about this issue from Candice C, posted on the 14th June 2021, also escalated to your Field Management Team. Interestingly, her issue was not related to a credit card. It seems that you attempt to force people to take their refunds on gift cards. @Home then get to keep the customer's cash, until some future date when customers buy something else. If customers have the receipts and goods are returned as purchased they should NOT have to leave their cash vested in your accounts!! And they certainly shouldn't have to wait for cash to be collected and then go back to check and fetch it! It seems your systems are designed for upside to @Home. (See Candice C's post pasted below).
The Design Quarter store has now refunded me my R3800 cash 1 month later. The staff member finally deposited cash from the store directly into his own personal account, and then transferred the cash from his personal account into mine. The other experience I raised on the 6th Nov related to a refund in your Sandton store. They weren't able to refund into my credit card. They suggested I keep checking into the store to see when they had sufficient cash to refund me. I wasn't going to do that, so eventually after an hour one of the staff members eventually took cash out of her own purse to refund me. I hope that you agree that it is unacceptable to expect staff to do this for a sophisticated store like @Home.
Candice C 14th June 2020.
Unable to get a refund without a credit card - poor customer service
A few months back I bought some things from @home and wanted to return them. The return policy states that you will be refunded for your items. I experienced numerous difficulties with getting my refund as the store klerks said that unless I have a credit card I could not be refunded and I was unable to get cash as they had no money in their tills and that I should come back. The other option is to be forced to take a gift card. After numero us trips back and forth to different stores I eventually got my refund. I lodge the complaint and a senior manager whose name I wish I had taken assured me this would be attended to so it would not happen in the future. He told me exactly what I wanted to hear and made a bunch of false promises. He also stated I would receive feedback which I never did. Today I went to go return some towels I bought and low and behold the exact same problem. No cash in the tills for a refund and no ability to get a refund on a debit card (I don’t own a credit card). How frustrating and discriminatory. So disappointed. Will never use this store again.
I raised a similar experience on the 6th Nov 2020, which I sent to ***. I was allocated reference RM275776. The person who responded couldn't believe that this was happening and said he'd get back to me. Nothing has changed. I see too that there is another HelloPeter complaint about this issue from Candice C, posted on the 14th June 2021, also escalated to your Field Management Team. Interestingly, her issue was not related to a credit card. It seems that you attempt to force people to take their refunds on gift cards. @Home then get to keep the customer's cash, until some future date when customers buy something else. If customers have the receipts and goods are returned as purchased they should NOT have to leave their cash vested in your accounts!! And they certainly shouldn't have to wait for cash to be collected and then go back to check and fetch it! It seems your systems are designed for upside to @Home. (See Candice C's post pasted below).
The Design Quarter store has now refunded me my R3800 cash 1 month later. The staff member finally deposited cash from the store directly into his own personal account, and then transferred the cash from his personal account into mine. The other experience I raised on the 6th Nov related to a refund in your Sandton store. They weren't able to refund into my credit card. They suggested I keep checking into the store to see when they had sufficient cash to refund me. I wasn't going to do that, so eventually after an hour one of the staff members eventually took cash out of her own purse to refund me. I hope that you agree that it is unacceptable to expect staff to do this for a sophisticated store like @Home.
Candice C 14th June 2020.
Unable to get a refund without a credit card - poor customer service
A few months back I bought some things from @home and wanted to return them. The return policy states that you will be refunded for your items. I experienced numerous difficulties with getting my refund as the store klerks said that unless I have a credit card I could not be refunded and I was unable to get cash as they had no money in their tills and that I should come back. The other option is to be forced to take a gift card. After numero us trips back and forth to different stores I eventually got my refund. I lodge the complaint and a senior manager whose name I wish I had taken assured me this would be attended to so it would not happen in the future. He told me exactly what I wanted to hear and made a bunch of false promises. He also stated I would receive feedback which I never did. Today I went to go return some towels I bought and low and behold the exact same problem. No cash in the tills for a refund and no ability to get a refund on a debit card (I don’t own a credit card). How frustrating and discriminatory. So disappointed. Will never use this store again.
WM
Wendy M's update18 Jun 2021, 08:55
Reviewer Update
I want to reiterate that the problem here is NOT THE STAFF and stores, but rather your REFUND SYSTEM!! So I am glad to hear that you have escalated this to your Field Management team, but hope that they get the point.
I raised a similar experience on the 6th Nov 2020, which I sent to ***. I was allocated reference RM275776. The person who responded couldn't believe that this was happening and said he'd get back to me. Nothing has changed. I see too that there is another HelloPeter complaint about this issue from Candice C, posted on the 14th June 2021, also escalated to your Field Management Team. Interestingly, her issue was not related to a credit card. It seems that you attempt to force people to take their refunds on gift cards. @Home then get to keep the customer's cash, until some future date when customers buy something else. If customers have the receipts and goods are returned as purchased they should NOT have to leave their cash vested in your accounts!! And they certainly shouldn't have to wait for cash to be collected and then go back to check and fetch it! It seems your systems are designed for upside to @Home. (See Candice C's post pasted below).
The Design Quarter store has now refunded me my R3800 cash 1 month later. The staff member finally deposited cash from the store directly into his own personal account, and then transferred the cash from his personal account into mine. The other experience I raised on the 6th Nov related to a refund in your Sandton store. They weren't able to refund into my credit card. They suggested I keep checking into the store to see when they had sufficient cash to refund me. I wasn't going to do that, so eventually after an hour one of the staff members eventually took cash out of her own purse to refund me. I hope that you agree that it is unacceptable to expect staff to do this for a sophisticated store like @Home.
Candice C 14th June 2020.
Unable to get a refund without a credit card - poor customer service
A few months back I bought some things from @home and wanted to return them. The return policy states that you will be refunded for your items. I experienced numerous difficulties with getting my refund as the store klerks said that unless I have a credit card I could not be refunded and I was unable to get cash as they had no money in their tills and that I should come back. The other option is to be forced to take a gift card. After numero us trips back and forth to different stores I eventually got my refund. I lodge the complaint and a senior manager whose name I wish I had taken assured me this would be attended to so it would not happen in the future. He told me exactly what I wanted to hear and made a bunch of false promises. He also stated I would receive feedback which I never did. Today I went to go return some towels I bought and low and behold the exact same problem. No cash in the tills for a refund and no ability to get a refund on a debit card (I don’t own a credit card). How frustrating and discriminatory. So disappointed. Will never use this store again.
I raised a similar experience on the 6th Nov 2020, which I sent to ***. I was allocated reference RM275776. The person who responded couldn't believe that this was happening and said he'd get back to me. Nothing has changed. I see too that there is another HelloPeter complaint about this issue from Candice C, posted on the 14th June 2021, also escalated to your Field Management Team. Interestingly, her issue was not related to a credit card. It seems that you attempt to force people to take their refunds on gift cards. @Home then get to keep the customer's cash, until some future date when customers buy something else. If customers have the receipts and goods are returned as purchased they should NOT have to leave their cash vested in your accounts!! And they certainly shouldn't have to wait for cash to be collected and then go back to check and fetch it! It seems your systems are designed for upside to @Home. (See Candice C's post pasted below).
The Design Quarter store has now refunded me my R3800 cash 1 month later. The staff member finally deposited cash from the store directly into his own personal account, and then transferred the cash from his personal account into mine. The other experience I raised on the 6th Nov related to a refund in your Sandton store. They weren't able to refund into my credit card. They suggested I keep checking into the store to see when they had sufficient cash to refund me. I wasn't going to do that, so eventually after an hour one of the staff members eventually took cash out of her own purse to refund me. I hope that you agree that it is unacceptable to expect staff to do this for a sophisticated store like @Home.
Candice C 14th June 2020.
Unable to get a refund without a credit card - poor customer service
A few months back I bought some things from @home and wanted to return them. The return policy states that you will be refunded for your items. I experienced numerous difficulties with getting my refund as the store klerks said that unless I have a credit card I could not be refunded and I was unable to get cash as they had no money in their tills and that I should come back. The other option is to be forced to take a gift card. After numero us trips back and forth to different stores I eventually got my refund. I lodge the complaint and a senior manager whose name I wish I had taken assured me this would be attended to so it would not happen in the future. He told me exactly what I wanted to hear and made a bunch of false promises. He also stated I would receive feedback which I never did. Today I went to go return some towels I bought and low and behold the exact same problem. No cash in the tills for a refund and no ability to get a refund on a debit card (I don’t own a credit card). How frustrating and discriminatory. So disappointed. Will never use this store again.