Misleading Information and Poor Service – iStore Menlyn

I am extremely disappointed with the service I received from iStore Menlyn.

On Thursday, 5 February, I handed in my phone for a battery replacement after being assured that they had stock available. When I arrived at the store, I was then told that the battery had just been given to someone else. The technician reassured me that turnaround time is usually no more than one day because they carry plenty of stock.

After leaving my phone with them, I received a reference number confirming check-in, stating that repairs could take between 3–5 days. This was already different from what I had been verbally promised.

I received no communication or updates whatsoever. On day 5, I had to phone them myself to follow up. I was told they would get back to me. Two hours later, they called to say they had found stock in the warehouse and that I must “just wait.”

I asked to speak to the manager. His response was simply that they had “escalated it” and that he was sorry. When I tried to explain that my concern is not about escalation, but about being misled from the start, he dismissed it by saying there is nothing he can do and that I must just wait. He only contacted the warehouse after I followed up — not proactively.

Had I been informed upfront that this would take 5+ days (or longer), I would have made alternative arrangements before handing in my phone. Instead, I was given inaccurate information and left without my device longer than expected.

The issue is not just the delay — it’s the lack of transparency, poor communication, and the dismissive attitude when I raised my concerns. At this point, I honestly don’t know whether I can trust the process or the information provided.

Very disappointing experience from a brand that is meant to represent premium service.