Terrible customer service in terms of being assisted by staff members and inadequate information on the online store pertaining for sale products

I cancelled my order on Friday 14 February 2020 via the customer care email. Since then I received no response from any Incredible Connection staff members.

I then called the incredible connection customer care line Tuesday 18 February. I was advised that my parcel was already scheduled for delivery on that day and referred to receive my parcel, take it to the nearest store and request a refund. On Tuesday 18 February my parcel never got delivered to me. I was also advised via the customer care email, that it can take up to 24 hours for a response.

My order was delivered on Wednesday 19 February 2020 by RTT. RTT driver called me stating that he can’t find my address. As far as I know if you enter my address. Google maps will pick it up and direct you to my property. I told the driver that I am currently at work and that i’ve arranged for someone at home to receive the package for me. They asked me to meet at an alternative location within my suburb at that time, cause they didn’t even want to take directions from me, and I couldn’t leave my place of work 15 minutes drive from my house. They were not prepared to wait that 15 minutes. So they stated that they will do other deliveries and deliver my package later. Fortunately, I received the package later that evening at my property as per my above address. Then took the parcel directly to Incredible Connection at Cavendish Square.

Upon arrival at the store, a shop assistant assisted me with the return, he summoned his Manager and the manager advised that in order for me to receive my refund I need to provide proof from the bank that I am in fact the account owner, and that the payment and payment method’s details correspond with the account holder letter provided by my bank. The staff member and store manager witnessed while opening my package that the packaging was not marked fragile and neither was it secured it an oversized box or the actual item that I ordered covered in bubble wrap. On another note, no where on the online stire does it specify the contents of the Apple 4 Series Watch i.e. whether it includes a charger, a USB cable and/ or watch band. It merely state the device specifications.

On Thursday 20 February 2020, I sent an email to the Incredible Connection Cavendish Square Store Manager, attached with proof of account holder letter as issued by my bank. I received no response from him.

On Friday 21 February 2020, I contacted the Incredible Connection online chat as this was my last resort to get a response. As per the online chat, I was requested to provide my order number and that they would check on progress. While I was active on the online chat, I then only received an email from the store manager replying that he received my email with attachment that I sent the previous day.

I was then advised that the relevant department responsible for my refund is awaiting the documents and information for my refund from the store. I was then also advised that the refund can take 7-14 business days, and up to 30 days! This is ridiculous, I paid with a debit card for the online purchase from my cheque account. As per the entire times where I was hugely inconvenienced with no - to - delayed response from Incredible Connection staff, I expect nothing less than my refund request to be expedited!

I am not waiting 7-14 and neither 30 business days for my refund on my online purchase. I expect my refund no later than Friday 28 February 2020 reflecting in my bank account.

I have been more than understanding and patient with the worthless service I experienced thus far.

Furthermore, I emailed on of the staff members who’s been number... in line dealing with me, and each and every time I am redirected to a different staff member and needed to repeat my case to each and everyone of the many people who my case was passed onto, and I said the following in the email: I will be expecting a swift response and that my case is handled as a high priority. I am not going to reiterate the same information to various staff as this was my experience and case. Please ensure that this email with all necessary information suffice it and that you do what you have to, to ensure that this information is relayed to all staff handling my case and that they are all on par. (Sent 27 February 2020).

I sent another email requesting a response! I only received the following response a day later 28 February 2020: Good day, Apologies for the inconvenience this has caused, kindly note a refund was submitted to finance department.

The funds should reflect in your account within 3-7 working days, credit card was used as a payment method the funds will be reversed to the card used.

I rep**** with yet another email: Good day I am not satisfied with a 3-7 business day waiting period. Where is the date and time mentioned to show when the refund was submitted? I can't believe the inconvenience this simple process has caused me. You have wasted 6 business days also, with your delayed to no reactions. I will not be satisfied waiting 3-7 business days!

I then received a response via email: Good day,

Terribly sorry regarding any inconvenience this has caused, kindly refer to the below terms and conditions were it was stated that refunds will take up to 10 to 30 days.

Ill request finance department to try and process the refund as soon as possible before the time frame.

. Defects, Returns, Refunds & Guarantees 1. 2.1. Should you not be satisfied with your product purchased by from us by reason of a defect, incorrect choice of product, or otherwise, you may, under certain circumstances, be entitled to either be refunded or have the product repaired or replaced. As a valued customer, we shall at all times endeavour to provide you with the best customer service and ensure that all your rights in terms of the Consumer Protection Act are protected. As a gesture our commitment to you we have established a 'change of mind/ peace of mind' return policy, which is provided to you over and above the rights you have in terms of the Consumer Protection Act. In terms of this returns policy, we may consider replacing goods purchased with us within 14 days from the date of purchase if such goods are returned in their original condition and packaging. We regret that due to copyright laws and the nature of the goods, licensed software and games cannot be returned unless defective.

2. 2.2. Handling fee; In line with the CPA a handling fee of up to 15% of the value of the product may be charged when the product/packaging is not returned in its original purchase condition.

3. 2.3. Return of purchases Refunds are deposited directly into your credit card or bank account. This process may take up to 10 to 30 days. Refunds processing time frame will only be commenced from time of goods received

I am not satisfied with the service I received! I understand the terms and conditions, but nothing is done in response to poor service that I received where no one or when I received delayed responses from Incredible Connection staff. An entire business week was wasted with my efforts trying to get my refund submitted and processed. I expect nothing less than my refund process to be expedited due to the delay in Incredible Connection staff attending to my cancellation request and delayed response from staff, submission of my refund to the relevant department as my refund processing will be delayed as a result of the above.