Shocking Customer Service

I ordered a Television online on the 16/05/2020. 2 days later, there was no update or communication on my order (Which was supposed to be completed and delivered by a maximum of 5 working days) so I attempted to phone their customer care line on the 18th May 2020 in order to get an update. I tried several times to no avail.

19 May 2020: I again tried several times to phone the customer care line with no success despite trying every option available on the phone. I then decided to send the following on their dedicated complaints page on their website (copied and pasted directly with only the names taken out);

Good day. I places an order on the 16/05/2020 for a TV (order number ***) for a gift for my father in law and so far nothing has been done regarding the order (except for my money being taken). I have received no feedback or confirmation at all and when I try to phone customer care, it just rings for ages no matter which department I try. I see that the order says "pending SABC validation" but this shouldn't take days to confirm when you have all the information that you need (ie. copy of ID that has been uploaded twice) to look up that we have a valid TV licence. Please let me know when I will be receiving my order or if I should rather cancel it and order through someone else. The order is under the name L#### M####. Please advise urgently. Regards, N### S####

I received the following response via email again copied and pasted word for word:

"Thanks for your message! At Incredible Connection, we’re dedicated to awesome customer service and are always looking for ways to improve. One of our representatives will make contact shortly".

I was never contacted.

20 May 2020, sent the following on their complaints page;

Good day, I places an order on the 16/05/2020 for a TV (order number ***) for a gift for my father in law and so far nothing has been done regarding the order (except for my money being taken). I have received no feedback or confirmation at all and when I try to phone customer care, it just rings for ages no matter which department I try. I also logged a complaint on the website and received an email yesterday saying that someone would be "contacting me shortly" but no one has bothered to do so. I would think that in this time of economic hardship that companies would be doing anything that they can in order to get business. I see that the order says "pending SABC validation" but this shouldn't take days to confirm when you have all the information that you need (ie. copy of ID that has been uploaded twice) to look up that we have a valid TV licence. Please let me know when I will be receiving my order or if I should rather cancel it and order through someone else. The order is under the name L#### M###. If this order has not been dealt with by the end of business day, I will be cancelling my order and using a better, company that actually cares about their customers and getting business. Advise urgently. Regards, N#### S####.

I received the following response via email again copied and pasted word for word:

"Thanks for your message! At Incredible Connection, we’re dedicated to awesome customer service and are always looking for ways to improve. One of our representatives will make contact shortly".

To this day I have still never been contacted.

On eventually getting hold of someone at the customer care department, I was told that they were looking into the order and would check the TV license online and phone me back if there was a problem. I received no phone call.

The following day I had to again phone customer care only to find out that they had not been able to check the TV license but said that they would check again and phone me back. I refused to get off the phone until there was confirmation that everything was in order. Eventually it was all sorted out.

Upon eventually receiving the delivery a few days later, we found that the device was faulty and I have to take it in to an Incredible Connection branch in order to replace it (rendering the whole process of online delivery and all the wasted time and money spent on calls useless). The only positive thing I can say about the whole process is that the gentlemen that helped me in-store was very professional and helpful but this does not make up for all the horrific customer service up to that point.