Manicaa Online: a 5 month saga

I paid for an online order on 06 September 2020.

I was supposed to receive an emailed confirmation by the 7th; when I hadn't, I emailed Manicaa. They came back two days later and told me that the product was not longer available and offered me another similar product.

It was not exactly what I wanted, but I accepted, since it was easier than cancelling my order and I needed the items for my business. I was promised a tracking link.

By 20 September, no tracking link had been sent (as promised) and so I emailed them again.

They responded the same day, promising me delivery by 02 November latest. They apologised for the inconvenience. I accept their apology and think that all is well(especially given their fast response); they blame it on Covid19. The tell me that should there be any further delays, they will let me know. All good.

By 02 November, my package had not arrived; I have also not received any notification of delays. No tracking info. I email them on 02 Nov.

On 04 Nov they reply and tell me that my order will be dispatched by 14 Dec LATEST. I am not a happy customer, but I have no option but to accept this. They once again blame Covid 19; this time they blame the UK's level 5 lockdown.

Needless to say, Dec 14th arrived and no package; no mails in between to say that there are delays. No tracking info. Just silence.

I mail them on 15 Dec. I request an explanation.

They reply, blaming the delays this time on relocation of their "customer service and procurement department in the Philippines". I am told that I will receive an new ETA that same day.

No email arrives. No new ETA.

I mail again on 17 Dec; I point out that 96 days have passed since my order was placed. I request a realistic ETA that they know they can honour without ay further delays. I would rather be given the truth than kept on a string.

No response. I mail again on Dec18th. No response.

By January 4th, I realize that this order is a non-starter. It is never going to happen. I mail them that same day and request a refund.

They respond that same day and request the my account details so that " a refund can be processed by our accounts department".

I send my banking details ( a bank letter not older than three months), a copy of the order and proof of payment (Credit card statement).

They reply, acknowledging receipt and tell me that the refund will follow, as will a confirmation of payment.

It is now 23 January; they have had 21 days to pay and nothing has yet been received. I have checked both my bank account and my credit card account - nothing. No confirmation of payment mailed to me. Clearly this has not yet been actioned.

So Manicaa has had my money for nearly 5 months now. Is it reasonable to take more than three weeks to make a refund? Especially in light of their non-performance record. I don't think so. The least they could do is pay me within 7 days?

I have been extremely patient. I have also been very civil in all my correspondence. I have begged and pleaded and accepted all the excuses.

But enough is enough.

I want my money. Please. Hopefully this Hello Peter submission will push them into action.

Given the challenges that Covid19 has presented and the rise in online buying, Manicaa - as an on-line business - is in a prime position to capture a part of this fast growing market. I can just hope that my experience outlined in this review will help them to improve their service and thus increase their chances of survival in these trying times.

I look forward to a speedy response and a speedy payment. I will update this post as the process unfolds.