*** Service!!!!!

Formal Complaint Regarding Poor Online Service, Incorrect Address Capture, and Refund Delays

Dear Sir/Madam, I am writing to formally lodge a complaint regarding the unacceptable online service and call centre support I have received in relation to my recent order. At the time of placing the order, I captured the correct delivery address. However, despite this, an incorrect address was somehow recorded on your system, without my authorisation or error on my part. Since discovering this issue, I have spent over a week attempting to have it resolved.

During this period, I have experienced nothing but miscommunication, escalation without resolution, and misleading information from your call centre agents. I have been sent back and forth between your call centre and the courier company repeatedly, with no accountability taken and no constructive progress made. At times, I was provided with information that later proved to be inaccurate, which has only added to my frustration and loss of trust in your service. This situation has caused unnecessary inconvenience, stress, and a complete waste of my time. I have never experienced such poor customer service, particularly for an issue that originated from an internal capture error. Due to the ongoing failure to resolve this matter, I requested the cancellation of my order. I was then informed that my refund would only be processed within 7 to 14 working days, which I find completely unreasonable given that:

The error was not caused by me The delay was due to your internal processes I have been trying in good faith to resolve this matter for over a week

This entire experience reflects a serious lapse in service standards, customer care, and internal controls. I am requesting:

A written explanation of how my correct address was changed or captured incorrectly Immediate confirmation that my refund is being prioritised A review of the conduct and handling of this matter by your call centre team

I trust that this complaint will be treated with the seriousness it deserves and that corrective action will be taken to prevent similar issues in the future. I look forward to your prompt response.

Yours sincerely, Thokozani