Unhappy customer
on the 31st December 2020, I order a Samsung Galaxy Tablet via the online store. On Sunday the 03rd January 2021, I got a call from a lady from the Nicolway branch informing me that none of their stores has stock including the online store. the only stock they have were demo unit which will be sold at the same price as a new unit. I found that a bit unreasonable because demo units might have defects from being handled by customers and it is risky for me to accept demo that I didn't see prior to purchase. Though I was reassured that there will be 14 days money back guaranteed if I am not happy with the product. So I decided not to take it instead to request my money back since I need the tablet for my son who will be going back to school on the 12th January 2021 and I needed to source the product elsewhere. Now my challenge from all this comes when I am told that my refund will take 14 days to process. I find this a bit unfair for my refund to take this long as their online platform was not supposed to allow for the purchase to proceed if there was no stock in the first place. I need the funds for me to be able to make a purchase elsewhere. I understand that each company has their policies and procedures to follow, but they should not disadvantage customers. On Monday the 4th January 2021, i received a call from the same lady from the Nicolway store, advising me that there was one tablet that was found at one of their branches that they can arrange to send to me, I refused on the basis of them previously saying that they did not have stock. Why all of a sudden they conveniently have one? I don't want to find myself with a defective unit and no time to return it back. I advised the lady that I have already made arrangements to purchase the product elsewhere, and I will need my funds to pay for the new purchase. She advised me that she will inform the head office and revert to me. I am still awaiting response, even when I check the online purchase there is no update since my purchase. Incredible connection should update their online store not to allow purchases to go through if there is no stock. If they want to sell Demo unit, it should clearly state so prior to customers completing their purchase. Dont trick us into buying something we don't want. Also refunds are suppose to be processed on merit, don't use blanket approach or response to everything. Your policy might say 14days to process a refund, but look at the reasons why a refund is processed. In this case it is your fault, why should I be punished for your incompetence?