MM
Megan M
1 reviews | Active since Oct 2023
18 Oct 2023, 10:42
Terrible Experience - Unreliable Return Policy
I recently had an unfortunate experience with keaistore.co.za, and I felt compelled to share my dissatisfaction with their service. My ordeal revolved around their return policy, or lack thereof, and I believe that prospective customers should think twice before making a purchase with this company.
I encountered issues with a product I bought from keaistore.co.za and, in accordance with their return policy, initiated a return request. However, my experience quickly turned into a nightmare when I discovered that they do not follow their own return policy. The policy, while present on their website, appeared to be disregarded during the actual process.
The most frustrating aspect of my experience was the inconsistency between their stated return policy and the reality of their actions. Their policy, while seemingly reasonable, did not align with the practices they followed, leading to a severe lack of trust and confidence on my part. The refusal to honour their own policy, especially when the product met the specified conditions for a return, was both disappointing and infuriating.
In light of this terrible experience, I would strongly advise potential customers to consider alternative options when making a purchase. In particular, I recommend exploring platforms like Takealot, where return processes are known to be much smoother and reliable. It's crucial to choose a retailer that values its customers and maintains transparency in its dealings.
Ultimately, my experience with keaistore.co.za has left me with a sense of disappointment and distrust, and I hope that by sharing this review, I can help others avoid the same frustrations I encountered.
Please be cautious when considering keaistore.co.za for your purchases, and explore alternative options with a more customer-oriented approach.
Helpful (0)
Replies (2)0
Replies (2)
Keaistore's replyOfficial
18 Oct 2023, 11:25Good Day Megan.
1. As per our WhatsApp conversation (17/18 October 2023), you clearly stated that there is nothing wrong with the products and you said "Apologies, it is my fault for not doing my research properly". You bought a Thermal Printer that can only print in black but you needed a printer to print in colour. Your statement "I encountered issues with a product" is absolutely false.
2. As per our WhatsApp conversation, we are happy to issue a refund for your order for your printer and labels. Even though you have breached our return policy ('Product must be returned in its original packaging') by not being able to return the product in its original packaging, we still agreed to process your refund. As explained to you we can not resell opened products to other customers as this goes strongly against the standard of service we have been providing our loyal customers with. 3. Your refusal to return the products at your cost goes against the Consumer Protection Act and Our returns policy. Our Returns Policy clearly states "You are always required to ship back the items by following the shipping instruction : If applicable we will send you a shipping label once the return request has been approved." The term 'if applicable' means if the rule should be app**** depending on the circumstances of the situation.In terms of s16 of the Consumer Protection Act, if a consumer has bought goods as a result of direct marketing, then for a period of 5 days after receiving the goods, the consumer can:
4. Your recommendation for customers to rather buy from platforms retailers like Takealot is shameful - Small businesses like ours are important for our country's Development and provide Employment opportunities. Takealot TAKES a hefty % of sales on their platform to allow customers to "not do their homework' and just accept any returns, as this still falls back onto a loss for the merchant on the backend - in spite of what you believe - all while resulting in less of an income that small businesses and their employees can receive to feed their families.
Thank you for your feedback, Have a lovely day further.
1. As per our WhatsApp conversation (17/18 October 2023), you clearly stated that there is nothing wrong with the products and you said "Apologies, it is my fault for not doing my research properly". You bought a Thermal Printer that can only print in black but you needed a printer to print in colour. Your statement "I encountered issues with a product" is absolutely false.
2. As per our WhatsApp conversation, we are happy to issue a refund for your order for your printer and labels. Even though you have breached our return policy ('Product must be returned in its original packaging') by not being able to return the product in its original packaging, we still agreed to process your refund. As explained to you we can not resell opened products to other customers as this goes strongly against the standard of service we have been providing our loyal customers with. 3. Your refusal to return the products at your cost goes against the Consumer Protection Act and Our returns policy. Our Returns Policy clearly states "You are always required to ship back the items by following the shipping instruction : If applicable we will send you a shipping label once the return request has been approved." The term 'if applicable' means if the rule should be app**** depending on the circumstances of the situation.In terms of s16 of the Consumer Protection Act, if a consumer has bought goods as a result of direct marketing, then for a period of 5 days after receiving the goods, the consumer can:
- return the goods,
- cancel the entire contract without penalty, and
- receive a full refund.
4. Your recommendation for customers to rather buy from platforms retailers like Takealot is shameful - Small businesses like ours are important for our country's Development and provide Employment opportunities. Takealot TAKES a hefty % of sales on their platform to allow customers to "not do their homework' and just accept any returns, as this still falls back onto a loss for the merchant on the backend - in spite of what you believe - all while resulting in less of an income that small businesses and their employees can receive to feed their families.
Thank you for your feedback, Have a lovely day further.
Keaistore's reply18 Oct 2023, 11:25
Official
Good Day Megan.
1. As per our WhatsApp conversation (17/18 October 2023), you clearly stated that there is nothing wrong with the products and you said "Apologies, it is my fault for not doing my research properly". You bought a Thermal Printer that can only print in black but you needed a printer to print in colour. Your statement "I encountered issues with a product" is absolutely false.
2. As per our WhatsApp conversation, we are happy to issue a refund for your order for your printer and labels. Even though you have breached our return policy ('Product must be returned in its original packaging') by not being able to return the product in its original packaging, we still agreed to process your refund. As explained to you we can not resell opened products to other customers as this goes strongly against the standard of service we have been providing our loyal customers with. 3. Your refusal to return the products at your cost goes against the Consumer Protection Act and Our returns policy. Our Returns Policy clearly states "You are always required to ship back the items by following the shipping instruction : If applicable we will send you a shipping label once the return request has been approved." The term 'if applicable' means if the rule should be app**** depending on the circumstances of the situation.In terms of s16 of the Consumer Protection Act, if a consumer has bought goods as a result of direct marketing, then for a period of 5 days after receiving the goods, the consumer can:
4. Your recommendation for customers to rather buy from platforms retailers like Takealot is shameful - Small businesses like ours are important for our country's Development and provide Employment opportunities. Takealot TAKES a hefty % of sales on their platform to allow customers to "not do their homework' and just accept any returns, as this still falls back onto a loss for the merchant on the backend - in spite of what you believe - all while resulting in less of an income that small businesses and their employees can receive to feed their families.
Thank you for your feedback, Have a lovely day further.
1. As per our WhatsApp conversation (17/18 October 2023), you clearly stated that there is nothing wrong with the products and you said "Apologies, it is my fault for not doing my research properly". You bought a Thermal Printer that can only print in black but you needed a printer to print in colour. Your statement "I encountered issues with a product" is absolutely false.
2. As per our WhatsApp conversation, we are happy to issue a refund for your order for your printer and labels. Even though you have breached our return policy ('Product must be returned in its original packaging') by not being able to return the product in its original packaging, we still agreed to process your refund. As explained to you we can not resell opened products to other customers as this goes strongly against the standard of service we have been providing our loyal customers with. 3. Your refusal to return the products at your cost goes against the Consumer Protection Act and Our returns policy. Our Returns Policy clearly states "You are always required to ship back the items by following the shipping instruction : If applicable we will send you a shipping label once the return request has been approved." The term 'if applicable' means if the rule should be app**** depending on the circumstances of the situation.In terms of s16 of the Consumer Protection Act, if a consumer has bought goods as a result of direct marketing, then for a period of 5 days after receiving the goods, the consumer can:
- return the goods,
- cancel the entire contract without penalty, and
- receive a full refund.
4. Your recommendation for customers to rather buy from platforms retailers like Takealot is shameful - Small businesses like ours are important for our country's Development and provide Employment opportunities. Takealot TAKES a hefty % of sales on their platform to allow customers to "not do their homework' and just accept any returns, as this still falls back onto a loss for the merchant on the backend - in spite of what you believe - all while resulting in less of an income that small businesses and their employees can receive to feed their families.
Thank you for your feedback, Have a lovely day further.
MM
Megan M's updateReviewer Update
18 Oct 2023, 11:56Good day,
Thank you for your response and addressing the points in my previous message. I understand your perspective, and I'd like to provide further clarification on the matter.
While it's true that I may have initially misjudged the product's compatibility with my needs, my primary point was to express dissatisfaction with the product after it was opened and examined. I fully acknowledge that the product was as described on your website. My intention was not to make false claims, but to convey my disappointment with the product's suitability for my requirements.
I appreciate your willingness to issue a refund for the printer and labels. I understand your concerns about returning opened products, but I would like to reiterate that, based on your return policy, the requirement for returns is that the "product must be returned in its original packaging." The policy does not specify that opened products cannot be returned. I understand the difficulties this may pose for your business and appreciate your flexibility in processing the refund.
In regard to the return costs, I understand your reference to the Consumer Protection Act. While the Act does allow for returns, it does not specify that the return shipping costs should be covered by the customer. Furthermore, the return policy's mention of "if applicable" suggests that the company may provide a shipping label depending on the circumstances. This implies flexibility, and I hope that a fair and reasonable resolution can be reached.
I understand your concerns about supporting small businesses, and I agree that they play a vital role in our economy. My recommendation to explore alternatives was made in the context of customer experiences and the ease of return processes. I firmly believe that small businesses can thrive when they maintain clear, customer-centric return policies that align with their particular circumstances. The intention was not to undermine your business but to share my perspective as a customer and encourage improvement in customer service.
I hope that my feedback and further explanations provide clarity on the matter. I appreciate your response and hope for an amicable resolution.
Thank you for your understanding and have a lovely day.
Thank you for your response and addressing the points in my previous message. I understand your perspective, and I'd like to provide further clarification on the matter.
While it's true that I may have initially misjudged the product's compatibility with my needs, my primary point was to express dissatisfaction with the product after it was opened and examined. I fully acknowledge that the product was as described on your website. My intention was not to make false claims, but to convey my disappointment with the product's suitability for my requirements.
I appreciate your willingness to issue a refund for the printer and labels. I understand your concerns about returning opened products, but I would like to reiterate that, based on your return policy, the requirement for returns is that the "product must be returned in its original packaging." The policy does not specify that opened products cannot be returned. I understand the difficulties this may pose for your business and appreciate your flexibility in processing the refund.
In regard to the return costs, I understand your reference to the Consumer Protection Act. While the Act does allow for returns, it does not specify that the return shipping costs should be covered by the customer. Furthermore, the return policy's mention of "if applicable" suggests that the company may provide a shipping label depending on the circumstances. This implies flexibility, and I hope that a fair and reasonable resolution can be reached.
I understand your concerns about supporting small businesses, and I agree that they play a vital role in our economy. My recommendation to explore alternatives was made in the context of customer experiences and the ease of return processes. I firmly believe that small businesses can thrive when they maintain clear, customer-centric return policies that align with their particular circumstances. The intention was not to undermine your business but to share my perspective as a customer and encourage improvement in customer service.
I hope that my feedback and further explanations provide clarity on the matter. I appreciate your response and hope for an amicable resolution.
Thank you for your understanding and have a lovely day.
MM
Megan M's update18 Oct 2023, 11:56
Reviewer Update
Good day,
Thank you for your response and addressing the points in my previous message. I understand your perspective, and I'd like to provide further clarification on the matter.
While it's true that I may have initially misjudged the product's compatibility with my needs, my primary point was to express dissatisfaction with the product after it was opened and examined. I fully acknowledge that the product was as described on your website. My intention was not to make false claims, but to convey my disappointment with the product's suitability for my requirements.
I appreciate your willingness to issue a refund for the printer and labels. I understand your concerns about returning opened products, but I would like to reiterate that, based on your return policy, the requirement for returns is that the "product must be returned in its original packaging." The policy does not specify that opened products cannot be returned. I understand the difficulties this may pose for your business and appreciate your flexibility in processing the refund.
In regard to the return costs, I understand your reference to the Consumer Protection Act. While the Act does allow for returns, it does not specify that the return shipping costs should be covered by the customer. Furthermore, the return policy's mention of "if applicable" suggests that the company may provide a shipping label depending on the circumstances. This implies flexibility, and I hope that a fair and reasonable resolution can be reached.
I understand your concerns about supporting small businesses, and I agree that they play a vital role in our economy. My recommendation to explore alternatives was made in the context of customer experiences and the ease of return processes. I firmly believe that small businesses can thrive when they maintain clear, customer-centric return policies that align with their particular circumstances. The intention was not to undermine your business but to share my perspective as a customer and encourage improvement in customer service.
I hope that my feedback and further explanations provide clarity on the matter. I appreciate your response and hope for an amicable resolution.
Thank you for your understanding and have a lovely day.
Thank you for your response and addressing the points in my previous message. I understand your perspective, and I'd like to provide further clarification on the matter.
While it's true that I may have initially misjudged the product's compatibility with my needs, my primary point was to express dissatisfaction with the product after it was opened and examined. I fully acknowledge that the product was as described on your website. My intention was not to make false claims, but to convey my disappointment with the product's suitability for my requirements.
I appreciate your willingness to issue a refund for the printer and labels. I understand your concerns about returning opened products, but I would like to reiterate that, based on your return policy, the requirement for returns is that the "product must be returned in its original packaging." The policy does not specify that opened products cannot be returned. I understand the difficulties this may pose for your business and appreciate your flexibility in processing the refund.
In regard to the return costs, I understand your reference to the Consumer Protection Act. While the Act does allow for returns, it does not specify that the return shipping costs should be covered by the customer. Furthermore, the return policy's mention of "if applicable" suggests that the company may provide a shipping label depending on the circumstances. This implies flexibility, and I hope that a fair and reasonable resolution can be reached.
I understand your concerns about supporting small businesses, and I agree that they play a vital role in our economy. My recommendation to explore alternatives was made in the context of customer experiences and the ease of return processes. I firmly believe that small businesses can thrive when they maintain clear, customer-centric return policies that align with their particular circumstances. The intention was not to undermine your business but to share my perspective as a customer and encourage improvement in customer service.
I hope that my feedback and further explanations provide clarity on the matter. I appreciate your response and hope for an amicable resolution.
Thank you for your understanding and have a lovely day.