Long dragged-out refund policy of Incredible Connection

I had an awful experience at Incredible Connection The Glen on 31 March 2021. 14H30 to 15H20. I Returned a TP-link Deco M5 router since it will not connect to the internet even after contacting TP-link support & forums.

Incredible connection The Glen agreed to refund me but do not have enough cash to refund me, but I paid with a business card & their card system cannot refund me, but it can take payments???? They claim that it’s my card, but I received a refund on this card before. I made it clear that this is unacceptable, and they need to sort it out with their head office.

After waiting a long time, they informed me that I need to go to my bank the next day to get proof of bank account then come back next week to fill in a form to claim the money and that can take another week or 2 to refund me. I said that this is not acceptable, and I will not wait 2-3 weeks for a refund, I then proceeded to contact customer service.

Customer’s service was not helpful at all and had no idea how to proceed with the refund. The first lady said that she will phone me back but never did. The second lady said that her manager is in a meeting and I will not get my refund today and that she cannot help me any further. She said that managers only work through email and cannot phone me. She cannot contact the accounts department either. I needed help while I was in the store and Incredible Connection refused. I will not go back at my cost since I am very far from the store. You can send a driver to deliver my money since I will not go through this process that they suggest.

The lady that did not help me was partially hiding her name tag and I could not read it. When I attempt to take a photo another staff member warned her and see looked down and then walked out. I got photos of her and the man and I think her name is Nonto. Her name tag was halfway covered with her collar and the man had no name tag and said his name is Juda.

I proceeded to contact Nedbank and they send me a dispute form. They confirmed that there is nothing wrong with my card and can see no reason why you cannot refund me. Since I did receive a refund from one of my suppliers the day before. Strange???

Nedbank agreed that I should give Incredible connection at least 24 hours to refund me and if not, I should send them the dispute form. They will then contact Incredible Connection on my behalf since the transaction can be refunded by card. Why should I go through this long dragged-out outdated refund process of yours???? I refuse and should not have to in this day of digital technology. JD group is large company and should get with the times since you are also a technology company but still use outdated refund methods.

Furthermore, I cannot buy another fibre router until you refund me, and this is a huge inconvenience for me. So, you tell me that I will be without a router for another 2-3 weeks…. according to your staff anyways.

I Probably should expect the same service from other shops of the JD group. I have a client that was going to buy 6 of the new Sony TV’s from Hi FI Corp for their R30Mil home in Eye of Africa where I do a R2.3 mill installation. One of those would be a 75” Sony Bravia. In fact I would have send all my client to buy Sony TV’s from the JD Group, but will now steer them to Makro to get the LG’s ….thank you. Never had a problem with Makro’s and Games refund policy. In fact, I will also contact Sony to let them know why I will not be recommending their TV’s to my clients and why, since I do not want my clients to go through the same awful experience I had to endure in your store. I would rather send them to a store that has got a great return policy.

I will let Phumela from Hi Fi Corp The Glen know that I will no longer be sending my clients to her and insisting on the Sony brand that is the best fit for a customer with a Control4 Home Automation & Control System since it has the Control4 driver support know as Control4 SDDP built into the firmware. Luckily, the LG Nano and OLED models has this feature and is sold by Makro with a great return policy.

…but of course, I will give you 24hrs to redeem yourself and your incapable staff.