Appalling Service from Incredible Connection

To whom it may concern, I was on the lookout for a special on earphones and I saw these on your website:

Volkano Taurus TWS Earphone Black - Incredible Connection

I checked to see which of your stores had stock. I went to Woodlands and they informed me that they had no stock and that the site had the wrong information on it. I then asked whether they could check which stores in Pretoria had stock. They checked and said none. I then contacted support via Facebook and they said this was incorrect and that Menlyn and the Grove still had stock. I went to Menlyn. Their system shows there should still be three units in the shop. They couldn't find them. They checked with the Grove for me and they had no black earphones in stock - they did though have 7 pairs of white ones which I was only informed of after an hour in the store and after the following happened: They advised me to rather use their workstation to order the earphones online. I did so, I entered the code for my R300 gift voucher to help with the payment, and when I clicked next to pay the balance (R100 + an additional R50 for shipping), their internet went down. The order has now been placed, but it shows I did not pay the balance. The R300 was taken off my gift card and when I phoned Customer Care they put me in a ticket queue for assistance.

I could simply have gone to The Grove had the shop assistant informed me that they had stock. I am appalled that I had to go to two stores only to find that your website had the incorrect stock information, never mind the fact that stock was missing in both stores. I then waited over an hour in Menlyn while they looked for the stock, and then due to their internet being unstable my order got messed up, but not before they took the R300 off my gift card.

I want to know what you are going to do to make this right. I am so angry that over two stores and your online store, the service I received was incredibly poor and it is clear that your systems do not work. Please could a manager contact me immediately to let me know how your organisation is going to make restitution for this awful experience. Thanks so much, Taiki Dimas

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