An Absolute Masterclass in Incompetence and Disregard for Consumer Rights

Where do I even begin with the black hole of customer service that is Incredible Connection? If you value your money, your time, and your sanity, I implore you to take your business elsewhere. My experience has been nothing short of a month-long nightmare of incompetence, endless delays, and a complete disregard for the Consumer Protection Act.

The Timeline of Failure:

Order Placed (May 28): I placed a simple online order with a 2-5 day delivery promise.

No Delivery, No Communication: The delivery window came and went with absolute silence from Incredible Connection.

Useless Support (June 5 onwards): I initiated contact. Their WhatsApp chatbot is a pointless loop designed to frustrate you. When I finally reached a human, I was met with scripted apologies and the first of many "escalations" that led nowhere. My complaint reference was #***.

Cancellation (June 10): Having received no product and no credible updates, I exercised my right under Section 19 of the CPA to cancel the contract due to their failure to deliver within the agreed timeframe. I made this explicitly clear in an email.

The Refund Saga Begins: This is where the real circus started. After cancelling, they still attempted delivery the next day, which I rejected. I was then told my refund could only be processed once their courier returned the item to their warehouse.

Holding My Money Hostage:

For weeks, I was caught in a loop of chasing my own money. Every email and WhatsApp message was met with the same useless response: "Your query has been escalated," or "We are waiting for the warehouse."

Incredible Connection's position was that their internal logistical failures were my problem. They *******ly withheld my refund, waiting for a parcel that I had legally cancelled and refused possession of. I had to explicitly quote the Consumer Protection Act to their support staff, explaining that their contract with me was terminated the moment I cancelled.

A Month of Being Ignored:

It took over a month, countless follow-up emails, and finally lodging a formal complaint with the CGSO (Consumer Goods and Services Ombud) for them to even begin the refund process. Only on July 2nd, after being hounded for weeks, did they confirm the refund was "initiated," and even then, they stated all further communication would be via the Ombudsman.

This wasn't just poor service; it was a deliberate and ******** refusal to provide a refund. They do not communicate, they do not take ownership, and they will hold your money hostage. Avoid Incredible Connection at all costs. You have been warned.