Feedback and Resolution Regarding Refund for Order #MAK***

I am writing to express my deep dissatisfaction with the handling of my recent purchase and subsequent return process. On 20 December 2024, I made an online purchase (Order #MAK***). While the items were delivered on time (24 and 27 December 2024), both were defective. The mist fan had an internal crack, and the second item was missing components.

I logged return tickets for both items on 24 and 27 December 2024, respectively. Despite assurances from your online platform that the items would be collected on the chosen dates, this did not happen. After numerous unproductive conversations with your call center, I was only informed on 13 January 2025 that my returns would be processed.

In the first week of January 2025, I was contacted by Zwelethu Nkosi from your complaints department, who assured me the matter would be resolved urgently. However, the items were only collected separately by the suppliers on 20 January 2025. Despite multiple follow-up emails to Mr. Nkosi, I have not received any feedback as agreed during our last conversation on 28 January 2025, where he committed to calling me on 31 January 2025. I was informed that the marketplace department would process the refund, but to date, no resolution has been provided.

It has now been almost two months since I initiated this process, and I am extremely disappointed with the lack of urgency, communication, and regard for customer satisfaction demonstrated by your organization. I have been informed of backlogs in the marketplace department, but no one has been able to provide a clear timeline for when I can expect my refund.

I kindly request urgent feedback on when I will receive my refund and a resolution to this matter. As a loyal customer, I expect better service and accountability from your team.

I look forward to your prompt response.