Customer Service? Nonexistent.

I recently visited the Incredible Connection store at Canal Walk, intending to purchase a laptop with an Intel Core i5 processor. Unfortunately, my experience was nothing short of disappointing. Instead of being assisted professionally, I was met with a dismissive comment suggesting that the product I was looking for was "on the expensive side." I felt undermined and left the store frustrated and unappreciated.

Still determined to make my purchase, I went to the Incredible Connection at N1 City with my sister. When we arrived, there were only four other shoppers in the store. After browsing for about five minutes, I decided on the laptop I wanted and approached a staff member (not wearing a name tag) for assistance. She initially agreed to help, checked the system, and confirmed the laptop was in stock. She then went to the back of the store, and I assumed she was preparing the laptop for me. However, she returned, said goodbye to a colleague, and left the store.

When I asked her what was going on, she casually mentioned that she had handed over the matter to another staff member, Imaan. I waited for 15 minutes while Imaan showed no urgency in handling my purchase. A male staff member eventually offered to check on the situation, but he too disappeared to the back without returning. Frustrated, I stepped out to Woolworths to do some grocery shopping, leaving my sister behind in the store.

After some time, my sister joined me at Woolworths—without the laptop. Surprised, I asked her what had happened, and she explained that no one had attended to her after I left. We decided to return to the store together after finishing our shopping, hoping the issue would have been resolved by then. To our dismay, the order still wasn’t ready. When we asked about the delay, the staff claimed they didn’t know which laptop we wanted, despite me having clearly communicated this earlier.

Even when I requested the complaints email, the staff couldn’t provide it, instead giving me a phone number. Their indifferent attitude and lack of concern were staggering. Not a single apology was offered, and it was clear that they weren’t worried about the matter being reported. This lack of care gave me the impression that customer complaints are never taken seriously, which explains the complacency of the staff.

The root of the problem seems to lie with upper management. The disregard for customers at the top has trickled down to ground-level employees, empowering them to act as though they’re untouchable and nothing will ever be done about their poor service. This systemic failure reflects a deep-seated culture of indifference, and it is utterly unacceptable.

When customers walk into your store intending to spend their hard-earned money, they deserve to be treated with respect and professionalism. My experience, however, was the opposite—dismissive, unhelpful, and infuriating. The lack of accountability across Incredible Connection, combined with your poor Hello Peter rating of 1.42 and numerous recent bad reviews, paints a picture of a company that has lost touch with its customers. If this attitude continues, it’s only a matter of time before you lose your customer base entirely. This level of disregard is “pretty ****ty,” and as a customer, I expect much better.