Refund delay

Good day,

I wish to express my dissatisfaction with the delay in processing my refunds, as well as the extremely poor customer service I have experienced.

I initially purchased four boxes of tiles. However, upon collection, I was informed that only three boxes were available in stock. I collected the three boxes, and the cashier processed a refund for the outstanding box. Subsequently, I also cancelled another order for an item that was still in stock, and that amount was refunded to my card on Sunday.

To date, the funds have still not reflected in my account. I find this delay unacceptable, particularly because these were cash payments made in-store and the refunds were processed directly at the store back to my card. I would therefore appreciate clarity on why the refund is taking this long.

What makes the situation even more frustrating is the complete lack of communication and assistance. I have made several attempts to contact your store, spending more than 20 minutes on hold without anyone answering. The only alternative provided is to leave a message, which is equally frustrating when I am simply trying to obtain an update on my own money.

This delay is now directly affecting my renovation project, which has come to a standstill because I am waiting for the refunded funds to purchase the remaining materials and complete the work.

I would like someone from your team to urgently attend to this matter and provide me with a clear response confirming when I can expect the funds to reflect in my account.

I understand that refunds may be subject to banking processing times; however, the lack of communication and the inability to get assistance from your store are unacceptable.

I expect this matter to be treated with urgency and would appreciate feedback as soon as possible.

Kind regards