********* Conduct - Polokwane Branch

Item: Italtile
Rating: 1
Author: Busisiwe M

I am very disappointed with the service and treatment I received from your Polokwane branch. I am a pensioner who is a treasure in our NGO. On the 03/03/2026 I accidentally deposited R1000 of our NGO's funds into Italtile's account. Upon realising my error I contacted our bank Nedbank and informed them, they in turn advised that the Polokwane branch was not receptive to their request and would not cooperate in rectifying this situation. They blatantly refused to reverse the transaction even though there is clearly no purchase matching this amount due to them and this was a genuine mistake. We are a struggling NGO and this loss may seem small to them but has a very big impact on the work we do for the community. We can not afford this loss and I as a pensioner can not cover it. We have records to prove the above information if needed.

Helpful (0)

Replies (2)

Italtile's replyOfficial

16 Mar 2026, 07:25

Good morning Busisiwe,

Thank you for bringing this to our attention — we really appreciate you taking the time to let us know.

From what we can see, this appears to be related to an accounting matter rather than a showroom or product issue. We are taking this up with our accounts department immediately so that we can better understand what may have happened.

Please rest assured that we will look into this as a priority and work to resolve and rectify the matter as soon as possible.

Thank you again for highlighting this, and we appreciate the opportunity to sort it out.

Thank you
Nicole Russell
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Italtile's reply16 Mar 2026, 07:25

Official

Good morning Busisiwe,

Thank you for bringing this to our attention — we really appreciate you taking the time to let us know.

Please rest assured that we will look into this as a priority and work to resolve and rectify the matter as soon as possible.

Thank you again for highlighting this, and we appreciate the opportunity to sort it out.

Thank you
Nicole Russell
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Italtile's replyOfficial

16 Mar 2026, 08:25

Good morning Busisiwe,

After reviewing the situation with our team, it appears there was unfortunately a misunderstanding. The matter did not reach Italtile Retail directly at all, and communication was managed between yourself and the bank, which led to the impression that the refund had been refused on our side.

We did in fact receive the cash deposit; however, the payment reference reflected as “condolences national,” which made it difficult for our accounts team to trace the transaction.

The good news is that we have now worked with our accounts department to resolve the matter, and the refund is currently in progress. Our Polokwane showroom manager has also been in contact with you to assist and manage the process from our side.

Please feel free to let us know if there is anything further we can assist you with.

Kind regards,
Nicole Russell
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Italtile's reply16 Mar 2026, 08:25

Official

Good morning Busisiwe,

We did in fact receive the cash deposit; however, the payment reference reflected as “condolences national,” which made it difficult for our accounts team to trace the transaction.

Please feel free to let us know if there is anything further we can assist you with.

Kind regards,
Nicole Russell
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