IncrediblY poor service

Since I ordered my laptop earlier this year (2018), I have received nothing but poor service from the Potchefstroom branch of Incredible Connection. After promising that the product will arrive within 3 working days, it took more than a week and led to me going in to their branch nearly every 2 days, because they do not give ANY feedback (even when they assured me that they will call me right back). I informed them that the laptop is needed for working purposes. Their excuse for this delay in delivery was that "there was a problem with the email domains, so the email in which they ordered my laptop, did not go through." However, nobody confirmed the order until I enquired. After a month, the laptop began to give problems and I finally had to return it for repairs on the 10th of June after more issues occurred. I could not return it earlier, because I use it for work and had no alternative device to use for the time being. I informed them that I will be leaving the country in about 3 weeks and require it back before the 29th of June and was promised that they will attach a letter stating that it is an urgent repair – the staff member said that it should take no longer than 14 working days. On the 11th of June I received an email informing me that the laptop has been booked, but due to stock taking in their branch, the courier will only be able to collect it on June 13th. According to me and another personnel member at this branch, stock taking is irrelevant to laptop collections for repair. Thus I include these 2 working days to the 14 working days that I was promised. This staff member also told me that if the repairs take longer than 14 working days, they will provide me with a new laptop. On the 27th of June, I emailed the staff member to enquire about the laptop, because I have again not received ANY feedback from them. The staff member informed me that they will email the persons in charge of repairs to enquire about this matter and will let me know as soon as they receive a reply. I did not receive further emails. On June 30 I went to their branch and informed another (friendly and helpful) staff member, about my unhappiness about still not having my laptop and receiving no correspondence, just like before. This person then said that they will enquire about my product as soon as the staff member to whom I have spoken, is back on duty the next day. I was also promised that they will deliver the laptop to any branch of my choice in Gauteng, so that I can send someone from that area to pick it up, in order to save me further inconvenience. On Monday July 2, my friend in Johannesburg (who I asked to pick up the laptop for me) got a call from them stating that the laptop is ready to be couriered and my friend requested that it should be sent to their branch in Mall of Africa. Today is Friday July 6, and no calls or correspondence have been received with regards to the collection of the laptop. After phoning them, I found out that the laptop is still at their branch in Potchefstroom, as they are struggling with the courier payments to send it to a different branch. After speaking to and informing the manager, the laptop was immediately shipped to Mall of Africa. Since the laptop arrived at their branch after 16 working days and I still do not have it (today marks 20 working days), I enquired about the new laptop that I was to receive if the repairs took longer than 14 working days (as I was informed by the staff member when I submitted the laptop for repairs), and was told that this is in fact not so. Again, not living up to their word.

This was the first time that I have ordered or bought anything this expensive from an Incredible Connection. I am sincerely unhappy with the service that I have received and will not recommend Incredible Connection to anyone. Even though there are some friendly and helpful staff members at this branch, the overall experience has not been a joyous one. If I knew that I will be receiving these substandard services, I would never have bought anything from this company, nor will I ever make use of their services in the future.