Loot.co.za - Really bad customer service

In the current economic climate and after 5 long months of lock-down I really had to think whether to post this, but the experience with Loot has been so disappointing I am compelled to share.

I placed an order with Loot for a FitBit HR Inspo on the 25th of July 2020. This was meant as a present for my Mom's birthday and at the time of ordering the item appeared to be "in stock". I paid and received my invoice and confirmation of the order via email. The email confirmation indicated that stock was now "on order" which immediately put me on guard. Being conscious of the the overwhelming demand on online shopping providers I decided to wait and hope for the best.

When I received no indication or communication from Loot after two weeks I decided to check the status of the order online, please note up until this week - when trying to call the Loot customer service, there was an automated message that they cannot take calls and to send them an email. Online my order had changed to indicate that dispatch was now scheduled for a later date and the order was still "stock on order".

I sent an email to the provided email address indicating that this was a present and it's now properly overdue and I am unhappy. Some automated email responses followed and eventually an email from a customer agent indicating that Loot is sorry, but the item is still "on order" from the supplier and dispatch is now expected on / or around the 14th of August. I rep**** saying that this was a present, and I am getting really frustrated with the delays and can I get a clear indication of when delivery can be expected. I then received an updated confirmation that dispatch was expected on Monday 17th of August, which was yesterday. I checked the online order again yesterday and there were no updates, nor did anybody contact me or my mom to give us a proper update.

This morning, 18th August I tried to call the Loot customer line and eventually got through to a consultant, who was admittedly apologetic but also relatively nonchalant, stating that Loot are still waiting to hear from the supplier and they apologize for the order being delayed. I kicked up a fuss on the phone, while still being polite and said it's unacceptable after 24 days to still be waiting to hear if this order will be fulfilled or not. The call agent promised to escalate and give me a call.

Late this afternoon I received an email from Loot saying that they are very sorry, but their supplier cannot deliver the item and they have refunded me (which still will take 3 working days to reflect) and offering a R125 voucher for my next purchase with Loot.

I am incredibly disappointed in the complete lack of customer care displayed by Loot, the order total was R1800 and after 24 days I am now waiting for the refund and also have had the embarrassment of telling a family member that their birthday present is not coming. "To add insult to injury", if I had not been doing the chasing, I suspect the confirmation on the non-availability of this item from Loot would have taken even longer.

Bottom line, I will simply never order from Loot again, so they can keep the R125 voucher and hope by sharing this experience other customers will also think long and hard about purchasing from them.