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Seanne F

1 reviews | Active since Oct 2017

05 Oct 2017, 11:57

Jet Online System Maintenance - NO HELP!!!

I had ordered online on the 26th September 2017, paid online, order confirmed online. However no order confirmation received, can not access site to retrieve it as site has been down since 26th September in the afternoon. I have called everyday since I ordered and told site will be back up the next day. Every agent I chatted to refused to escalate my query. Today I finally got a reference number ref: ********** 0980/GO and am told will be called before the end of the day. This service is unfortunate, you offer online shopping however do not equip staff to assist customers. I want an answer as to where my goods are as they were ordered a week ago for the upcoming weekend.

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Replies (4)
Jet
Jet's reply06 Oct 2017, 13:20
Official

We sincerely apologize for the inconvenience caused. Kindly be advised that we have escalated the matter to the E-commerce Online team regarding the order that you are tracking, they will action and revert back to you with feedback as we managed to pull the order number. Please find the below reference number for your email ***/GO. We apologize again for the frustrations incurred. Do not hesitate to contact us on ***.

Kind regards,

Customer Experience Team

Call Centre: ***.

SF
Seanne F's update12 Oct 2017, 09:16
Reviewer Update
So business as responded, has promised someone was going to get hold of me AGAIN, and till now I have still not received a response. I called the call center manager this morning, call was answered, and was told to hold. Held on the line for 5min and operator ended my call. Called AGAIN!!! spoke to a gentleman of Mpho who directed me to Heather Bunting "Manager" she said she would escalate to Zaheer Isaacs and will call me by 10:00am. lets see if that actually happens. I WANT MY ORDER TODAY!!!! and I WANT EXACTLY WHAT I ORDERED!!!!! i will not accept an excuse of no stock available or a refund as my order was placed on the 26th September. If I do not get my order exactly as I placed it, I am taking the next step and going to the Ombudsman for theft. My order is paid for and I want it TODAY!!!!!
SF
Seanne F's update12 Oct 2017, 10:01
Reviewer Update
WOW!!!, think Heather Bunting may actually be one of the best staff members you guys have. The only one who has gotten back to me when she said she would, to provide feedback. Feedback received is that she is liaising with Phumzile at the EFT Fulfillment Center and would give her feedback in the next 20min. Here's hoping that will happen too. Thank you to Heather for proving GREAT customer service. Although my query has still not been resolved yet. Again if I do not receive my order exactly as placed on the online site, TODAY. I will be logging a call with the Consumer Ombudsman for Theft against Edcon as you have had my money for 2 weeks and have not delivered my goods. Again. I do not want a refund, and I will not accept an excuse of "no stock" as this would not have been the case had my order been delivered when it was said to be.
SF
Seanne F's update12 Oct 2017, 14:41
Reviewer Update
The Edcon group needs to take note of their valuable member of staff, Heather Bunting. I have called the call center and Jet Store in Newton Junction over 20 times. And all I needed was to speak to Heather. THANK YOU HEATHER!!!!! Thank you for all your assistance, and for willing to provide best customer service practice. Heather took my call this morning was extremely poised whilst I was extremely irate. She continued to provide me with feedback through out the course of the day and actually took the time to solve my query. THANK YOU AGAIN HEATHER. Your patience and willingness to assist is highly appreciated. I rate Heather 5 stars... but Edcon Group, Specifically Jet Online and the call center 1 star