Urgent Resolution Needed for Incorrect Delivery - ORDER NUMBER: #***

I am writing regarding my recent order placed on APR 30, 2024, with ORDER NUMBER: #*** for 1 x JBL On-Ear Headphone T500BT Black.

On Monday, May 6th, Skynet (courier) attempted delivery of my package. However, upon opening the package, I discovered that the wrong item was delivered - a Samsung A54 Cell phone instead of the headphones I ordered.

I promptly called back the delivery driver, who sought advice from his manager at Skynet. Following instructions, I returned the parcel to the driver with a note stating the incorrect contents and crossed through my signature on the Proof of Delivery (POD) form, marking it as cancelled. Regrettably, I did not note down the manager's name during this interaction.

Upon further inspection of the delivery flyer, I noticed that the parcel was intended for a Mr. Mbisi, as per the delivery note enclosed with the cell phone. It seems there was a mix-up in the logistics or packaging process at Incredible Connection, as my waybill was attached to the wrong parcel, and vice versa.

When I reached out to Incredible Connection to address the issue, they advised me that I should have kept the parcel and exchanged it at my nearest store instead of returning it to the depot. This instruction was not communicated to me before I rejected the delivery. Isn't the purpose of online shopping to enjoy the convenience of having items delivered to your doorstep?

I was told that the parcel was shipped from Incredible Connection The Glen.

To date, I have not received any updates or feedback on when I can expect to receive my correct order. Therefore, I request an immediate resolution. I would like my order to be cancelled, and I expect a prompt refund of the amount paid.

On submission of the above correspondence via WhatsApp, I was told that the relevant department will contact you within 24 hours to advise accordingly. Please note that your query is still in progress and the relevant department will contact you and advise accordingly ***.

This situation is not acceptable. As someone who works for an online store myself, the appropriate course of action would have been to send me a replacement immediately and resolve any issues with the courier company regarding the returned package. This level of customer service is disappointing.

I will refrain from making any further online purchases from your company.