Disappointment meets a favourable end

Last week I placed an order with Lovisa SA Online and the process seemingly went fairly smoothly. I received an SMS from their courier company stating that the parcel would be delivered on Monday of this week. Then nothing. Same thing happened on Tuesday. Still no delivery. By Wednesday the tracking system showed that my parcel had now been handed over to a 3rd party courier company and there was now no way to track it. I called Lovisa Customer Care and spoke to a wonderful consultant, Noluthando. I cannot praise her enough for her patience with my frustration. She kept in touch regularly - following up with the courier company and keeping me informed.

The outcome today is that my parcel has still not been delivered however, they have escalated a refund for me (outside of the normal refund time frames), have issued me a voucher and have left me with a very favourable impression with regards to the handling of this issue. They have taken onboard my feedback regarding their contracted courier company and hopefully, they will rethink their services.

Thank you, Lovisa and especially, Noluthando, for being so kind, professional and understanding throughout this process and for doing whatever you can to make sure I am left satisfied notwithstanding.