SS
Sonya S
1 reviews | Active since Jan 2023
11 Jan 2023, 23:28
Why no refund on debit card?
I purchased items at @Home totalling R1500 using a drbit card. When I tried to return the items, I was told no refunds are made on debit cards, only on credit cards, and the branch did not have enough cash available to make a cash refund. The assistant kindly offered to phone me in a few days should they get enough cash to refund me, although she doubted they would have R1500 cash any time soon. So my only refund option was a voucher. She said the systems are too outdated to do debit card refunds. Ridiculous. Why must I operate a credit card to suit @Home? Yoy are hapoy to take my debit catd payment, so why can't you refund me on the same card? Debit cards have been around for over a decade. I find it unbelievable that an entity as big as the group that owns @Home are so user unfriendly and antiquated as regards modern banking. So what now? How can I return my purchases and get a refund?
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Sonya S's updateReviewer Update
13 Jan 2023, 10:47It was Blue Route. After I registered my complaint, I contacted your head office who said you do process debit card returns and the branch must call their area manager for assistance. I then phoned Blue Route and the assistant confirmed she knew how to do the debit card return. I arrived at the store 15 minutes later but the system was offline so the transaction could not be processed. Very frustrating. The assistant then called Constantia who said their system was online, but the assistant who processes debit card retuns was not there and no one else knew how to do this. So it seems as if, despite the friendliness of staff, they are not well trained, and very few understand or are able to deal with something like debit card returns. Do Blue Route and Constantia have the same area manager-and why didn't Constantia phone the area manager so they could assist me? Why, indeed, should this even be necessary? I can understand that if one seldom does a debit card return, one may forget exactly how to do this. But surely there is some online repository staff can access to quickly look up step by step instructions? Or is this a case of bad management /poor training? I am a university lecturer. We have dozens of online processes students have to follow, such as registration etc. Some of these are quite complex and if students miss deadlines because they cant navigate systems, consequences are dire for them. We therefore have excellent online support systems and guidelines they can easily access, and telephonic /chatbot backup. We live in the age of technology. It is simply not good enough that upmarket store staff misguide customers or cant assist them with something as comparatively simple as a debit card return. Thank you for following up on the matter.
SS
Sonya S's update13 Jan 2023, 10:47
Reviewer Update
It was Blue Route. After I registered my complaint, I contacted your head office who said you do process debit card returns and the branch must call their area manager for assistance. I then phoned Blue Route and the assistant confirmed she knew how to do the debit card return. I arrived at the store 15 minutes later but the system was offline so the transaction could not be processed. Very frustrating. The assistant then called Constantia who said their system was online, but the assistant who processes debit card retuns was not there and no one else knew how to do this. So it seems as if, despite the friendliness of staff, they are not well trained, and very few understand or are able to deal with something like debit card returns. Do Blue Route and Constantia have the same area manager-and why didn't Constantia phone the area manager so they could assist me? Why, indeed, should this even be necessary? I can understand that if one seldom does a debit card return, one may forget exactly how to do this. But surely there is some online repository staff can access to quickly look up step by step instructions? Or is this a case of bad management /poor training? I am a university lecturer. We have dozens of online processes students have to follow, such as registration etc. Some of these are quite complex and if students miss deadlines because they cant navigate systems, consequences are dire for them. We therefore have excellent online support systems and guidelines they can easily access, and telephonic /chatbot backup. We live in the age of technology. It is simply not good enough that upmarket store staff misguide customers or cant assist them with something as comparatively simple as a debit card return. Thank you for following up on the matter.