So disappointing

I am very disappointed with this company after I had such a good experience with my first order. I guess you only get good experience if you do not need to be refunded otherwise once you need a refund you are no longer priority.

I had an issue with the second item I purchased and had a discussion about it with the sales manager Timothy for a way forward, upon further review of the matter and the discussion, sales manager advised that it would be best that we do a refund, this was agreed upon on the 29th of November 2024. I provided the company with my banking details on the very same day.

On the 9th of December 2024, I reached out and asked about the timeframe for refunds, I was told that refunds can take up to 7 days but the sales manager was going to follow up with the accounts team to find out why it was taking long. I then asked to be given feedback after he had reached out which did not happen.

On 12 December 2024, I reached out again and indicated that I had not received my refund. I did not get a response, again on 13 December 2024 I reached still no communication at this point as it seemed my emails were being ignored.

Today, 17th of December 2024, I decided to go directly to their offices as my emails were now being ignored. I spoke to Timothy who initially indicated that there was nothing he could do to help me because he had actioned the process and there was nothing he could help me with . He also went on further to say that payment notification had been sent to me twice which I did not receive, he indicated that it could have gone to my spam which I checked and there was nothing. He then told me that I should go and send him an email to say that I have not received my refund and funny enough that is what I had been doing and there had been no response hence I decided to go physically to their premises.

He then told me which was very disappointing that he was very busy with a shipment and "he didn't have time for this" I am guessing once you are no longer valuable as a customer you become "this". He told me that he had proof indicating that a refund was actioned, when I asked for it he told me he needed to finish his shipment and will attend to me after. I waited because I was not going to leave without an explanation because I do not understand why a payment can take 10 days when maximum for normal EFTs is 3 business days.

He eventually came back with a Tymebank payment notification that indicated that a refund was actioned on 3 December 2024 but 10 days later it has not reflected into my account which does not make sense as normal EFT payments from Tymebank take 2 days. He assured me that I will receive my refund either by the afternoon or the next day. Well I did not receive it today, we will see tomorrow which will be day 11 and I read another review where they were told their refund would reflect in 3 days and mine is now on 10 days.

Lesson from this is that just be prepared that if you are going to need a refund, you will have challenges in getting it.