Chronic Incompetence and Customer ************

Incredible Connection Richards Bay: From Chronic Incompetence to Customer ************ I am posting this complaint to document a deeply troubling experience with Incredible Connection Richards Bay, specifically under the management of Mike van Rooyen (Branch Manager), following weeks of administrative failures, poor service, and now a formal letter of demand attempting to hold us liable for the store’s own admitted errors.

This issue did not begin with the letter of demand. It began in early December, when we attempted to open a store account at the Richards Bay branch. From the outset, the process was characterised by: Repeated follow-ups initiated by us (the customer) Staff failing to return calls or provide updates Incorrect handling of our application Multiple administrative errors that required the application to be restarted more than once Staff providing inaccurate information and assurances that later proved untrue Rude, dismissive, and unprofessional behaviour from staff members when queried Each time we were told the matter would be resolved, nothing happened. We were forced to return to the store again and again because staff simply did not follow through. What should have been a straightforward application process became a prolonged and frustrating ordeal entirely due to staff incompetence.

By early December, the situation had deteriorated to such an extent that we lodged a formal complaint regarding the branch’s staff conduct and operational failures. This complaint was not frivolous — it was the result of sustained poor service and repeated administrative mistakes.

Only after weeks of pressure and follow-up did the account finally get approved. We then waited nearly a month to receive the items we had purchased.

On 22 December 2025, we collected a gaming desk and chairs from the store. We explicitly instructed staff — repeatedly — that all items were to be charged to our store card, and we were clearly informed that sufficient credit was available. My husband signed the documentation presented to him by store staff and collected the items in good faith, with every reasonable belief that the transaction had been processed correctly.

At no point were we informed of any issue, discrepancy, or unpaid item. Nearly a month later, we received an email from Mike van Rooyen, alleging that one gaming chair had not been paid for. This was followed weeks later by a formal letter of demand accusing us of being “unjustly enriched” and threatening legal action. Critically, Incredible Connection has admitted in writing that the chair was released due to an “administrative and stock control error.” In other words, this was an internal failure — not customer misconduct. Despite this admission, the company has chosen to: Shift responsibility onto the customer Imply wrongdoing where none occurred Escalate the matter legally instead of resolving it internally Attempt to recover losses caused by their own operational failures Let me be unequivocal: We did not bypass any procedure We did not conceal or misrepresent anything We did not ********ly take possession of goods We re**** entirely on the instructions, representations, and processes of Incredible Connection staff Customers are not responsible for auditing a retailer’s internal systems, correcting staff errors, or absorbing the consequences of poor stock control. The delayed “discovery” of this issue — almost a month after collection — only underscores the branch’s lack of effective internal controls. What makes this situation particularly unacceptable is the pattern: Chronic administrative incompetence Poor communication Rude staff conduct Failure to follow up Mishandling of applications and transactions And now, ************ through legal correspondence This is not an isolated mistake. It is a systemic failure at branch level, compounded by a refusal to accept accountability.

I am sharing this publicly to warn other consumers: document everything, follow up relentlessly, and do not assume that Incredible Connection’s internal processes are reliable — because when they fail, the company appears more willing to pursue the customer than take responsibility for its own errors. This matter should have been resolved professionally and internally. Instead, Incredible Connection Richards Bay — under the management of Mike van Rooyen — has chosen escalation, ************, and reputational damage of its own making.