1 reviews | Active since Jul 2013
Worst client experience in years.
On the 25th of November 2025 I purchased an online gift for my elderly mom. The invoice stated a delivery date of 2-5 business days to my address. I would have taken this gift with me for Christmas.
On the 5th of December I start my communication as I have not yet received my order. Tracking the delivery simply states that they have tried on numerous occasions to deliver my order, but could not - for no reason. I explicitly asks for this to be escalated.
On 8 December I try and start asking Incredible to recall the product and refund me as they can give me no good reason why it cannot be delivered. I am running out of time to receive this before the 14th when I departed.
On the 9th of December I sent an email explicitly asking to cancel the order.
On the 10th of December I sent another email explicitly asking to cancel the order
Both these emails were acknolwedged by auto-replies.
On the 11th of December Incredible replies that they are actioning the cancellation.
Then on thew 15th/16th of December, while I have left, they magically deliver my order.
As I speak one can not see the tracking history on their website.
Since then, almost every day, I have tried to contact Incredible to pick up the parcel and return it for a refund.
One response was that I should take it back to Incredible for a refund. Quite difficult if I am a few hours flight away. Another response was that I should take pictures of this parcel from all sides before it can be returned. Also, I am not going fly back for several hours to take pictures if this parcel.
How does Incredible think they should deliver after sales support of an online order if I have to physically return to a stoor?
Does Incredible not understand that they are 100% at fault here? That I am the one being inconvenienced, yet I must now jump through hoops to make this happen?
If Incredible actioned my requests immediately, none of this would have happened.
This is the worst and most perplexing customer service I have encountered in many years.
Also, they don't seem to be on HelloPeter, so my only avenue of trying to get this resolved will be to reach out to the CEO on an email I found online. I have tried phoning, no answer, WhatsApp and I must jump through hoops, email requests still pending 2 weeks afterwards.
I would not recommend buying from Incredible online to anyone who wants peace of mind of aftersales service.
I urge anyone to NEVER buy any product from Incredible. Whatever it is, it is not worth the time and energy spent.
I urge anyone to NEVER buy any product from Incredible. Whatever it is, it is not worth the time and energy spent.
The agent neither confirmed that they will pay for my flight ticket to SA, nor provided the details of CEO as I requested.
The agent neither confirmed that they will pay for my flight ticket to SA, nor provided the details of CEO as I requested.
So, on the 11th of December they promised to cancel the order, then delivered it a few days later and we are almost a month later and they have not picked up the order.
I have reached out to Pepkor by email to forward this complaint to their CEO, with also no response.
So, on the 11th of December they promised to cancel the order, then delivered it a few days later and we are almost a month later and they have not picked up the order.
I have reached out to Pepkor by email to forward this complaint to their CEO, with also no response.