Faulty Device Advertised & Refund Delay – iStore Online Complaint

I recently used the iStore online platform to conclude a Click and Collect purchase. I specifically requested that a device, which was available at The Glen Mall branch, be transferred to the Centurion branch, as it is closer to me for collection. I was assured that the transfer would take place on the day of purchase, Monday, 12 January.

Later that day, just before 5 pm, I called to confirm whether the device had left the branch. To my shock, I was informed that the device I purchased should never have been advertised, as it is an OBF device. This means it did not pass the quality test and is essentially faulty. I was then told that my order would be cancelled and that I would receive a refund.

I was asked to provide my bank account details and a copy of my ID, which I submitted immediately. Since then, I have been waiting without any communication or confirmation. This morning, when I followed up, I was surprised to be asked for my bank statement, which I am not comfortable sharing. I offered instead to provide a proof of bank account document from my bank.

To date:

No email acknowledgement of my refund request.

No turnaround time provided for the refund.

I am still waiting for a refund of R10,499, which is unacceptable given the circumstances.

This experience has been extremely frustrating and unprofessional. I therefore expect:

Immediate confirmation of my refund request.

A clear timeline for when the refund will be processed.

An explanation of why a faulty device was advertised for sale.

You may contact me on ***.