1 reviews | Active since Oct 2020
Unresolved Refund for Returned Order – 4 Months and Counting
I lodged a complaint with HomeChoice on 21 November 2025 regarding an unresolved refund for an order I returned in August 2025. Despite following all return requirements and timelines, I have yet to receive the refund of R2,648.99 that is legally due to me.
Summary of the Issue: Order Returned: August 2025 Refund Method: PayJustNow Initial Follow-Up: September 2025 Second Follow-Up: October 2025 – informed matter was escalated to a Team Leader for instructions to PayJustNow. Additional Follow-Ups: Multiple follow-ups where also made in November. Current Status: December 2025 – four months later, no instruction has been sent to PayJustNow
Additional Concerns: I have made multiple calls, many of which were dropped by agents, causing unnecessary frustration. Despite repeated escalations, the matter remains unresolved.
I wrote to the HomeChoice Complaints on 21 November 2025 and on the day I received a response and Candice Riffel confirmed the refund was processed and advised me to follow up with PayJustNow. However, PayJustNow confirmed they have not received any instruction from HomeChoice. Subsequent follow-ups with HomeChoice yielded the same generic response: “Matter escalated to the relevant department.” As of 02 December 2025, I still have not received my refund. This delay is unacceptable and violates the Consumer Protection Act, which entitles consumers to timely refunds when goods are returned within the prescribed period.
I have given HomeChoice multiple opportunities to resolve this issue. If this review does not prompt action, I will escalate the matter to the relevant ombuds.
Thank you for taking the time to reach out to us with your concerns. I confirm that we have received your complaint, and we appreciate the opportunity to address the matter.
Your feedback is valuable to us, and we take your concerns seriously. Our team is currently reviewing the details you provided, and we will work diligently to investigate the situation thoroughly.
We understand the importance of a prompt resolution, and we assure you that your complaint is a priority for us. We will keep you informed of our progress and any actions we are taking to address the issue.
If you have any additional information you'd like to share or if you think of any details that could aid our investigation, please don't hesitate to reply to this email. Your input is crucial to ensuring a comprehensive understanding of the situation.
We apologize for any inconvenience you may have experienced and want to assure you that we are committed to resolving this matter to your satisfaction.Kind regards,
The Customer Support Team
Thank you for taking the time to reach out to us with your concerns. I confirm that we have received your complaint, and we appreciate the opportunity to address the matter.
Your feedback is valuable to us, and we take your concerns seriously. Our team is currently reviewing the details you provided, and we will work diligently to investigate the situation thoroughly.
We understand the importance of a prompt resolution, and we assure you that your complaint is a priority for us. We will keep you informed of our progress and any actions we are taking to address the issue.
If you have any additional information you'd like to share or if you think of any details that could aid our investigation, please don't hesitate to reply to this email. Your input is crucial to ensuring a comprehensive understanding of the situation.
We apologize for any inconvenience you may have experienced and want to assure you that we are committed to resolving this matter to your satisfaction.Kind regards,
The Customer Support Team