Real Poor Service with no respect in customer service Clearwater Mall

I am writing to formally lodge a complaint regarding the unacceptable level of service I have received from both your online store and the Clearwater Mall branch.

On 03 January 2026, I app**** online for finance for the PCBuilder Ryzen 7 9700X Valour Windows 11 Gaming PC. As this was a Saturday, I understood the lack of immediate response. However, on Monday, 05 January 2026, I contacted your call centre and was informed by the agent, Mamosa, that my application had not been processed and would need to be resubmitted, which she proceeded to do with no other responses received.

At the time of application, the item was priced at R49,999.00. By 09 January 2026, the price had increased to R59,999.00, which I accepted without dispute. On the same day, I visited the Clearwater Mall store and reapp**** for finance in-store, where I received provisional approval.

I bank with Discovery and was advised that a debit order check would be conducted this never occurred. I did receive a brief phone call (approximately 5 seconds) from an agent who failed to properly identify themselves and merely confirmed my name and surname and dropped the call.

The Clearwater branch made no effort to follow up or keep me informed. I was forced to do my own follow-ups to confirm the status of my application. Final approval was only confirmed on 10 January 2026.

Since then, I have been repeatedly given the runaround by the finance agent, second-in-charge, and the branch manager regarding delivery of the item to the store. On three separate occasions, I explicitly asked whether stock could be sourced, and I was assured that it could. Despite at least six follow-ups, I have received no proactive communication, no clear timelines, and no accountability.

The only response provided is that the item must come via courier and “will arrive when it arrives or we will see if it arrives.” This is not an acceptable standard of service.

What makes this situation more concerning is that staff repeatedly claim to be “busy,” yet when visited the store on 13 January 2026, staff member claiming to be busy are visibly engaged in casual conversation with colleagues. Wonder how busy they really are looking after clients and potential buyers.

I have spent hundreds of thousands of rands at Incredible Connection over the years. Regrettably, based on this experience, this will be my final interaction with your brand.

I require the following clarity and resolution: Confirmation that stock for this item exists and a clear, written delivery timeline If stock does not exist, a transparent explanation Compensation for: The unnecessary credit check conducted against my name with out confirming if they can really source the stock The excessive time wasted performing my own follow-ups that should have been handled by your staff

I expect a formal response and resolution within a reasonable timeframe. This experience has fallen far below acceptable retail and customer service standards.

I didn’t even receive a confirmation email or sms with any proof of application. The agent Thabile kept all the documents with her and only returned my bank statements and ID. So don’t even know how you will source my details without my ID number