SB
Shikara B
1 reviews | Active since Jul 2021
16 Jul 2021, 00:06
Complaint against Maskscara East London
So it has been over 1 week since the owner of Maskscara rep**** to my review, telling me that he is going to investigate my complaint as a matter of urgency and will respond as soon as possible yet he hasn't contacted me.... how long does it take to do an investigation for a cord ?? Was that reply just to shut me up??? I'm very upset because I am sitting with a product that does not work. If you value your customers why haven't you contacted me as yet??.
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Maskscara South Africa's replyOfficial
16 Jul 2021, 08:16Dear Shikara
We acknowledge your communication.
As advised previously we have to investigate the matter thoroughly as you claimed that the incorrect cord was supp**** with the product. For the sake of clarity you are the only and first customer in all the years we have been in business that has made such a claim. We inspect our stock items/equipment thoroughly in our central warehouse prior to shipping it to our stores for retail. We endeavor to continue studying the video footage of the store in question to ensure that "somebody" in the store did not "swop" the cord as you claimed when you were in store.
The store assistant informed you in person when you were in store, that the company is more than willing to accept the return of the product if it is faulty due to equipment failure as a result of manufacturing issues and if it is returned in the original packaging with original parts/accessories. Your lamp was tested in store by the store assistant when you brought it in and it worked fine with the standard cord as supp**** in our packaging. You are not sitting with "a product that does not work" as you falsely claim. You insisted in leaving your lamp in the store and the store assistant did not "Keep" your lamp as you also falsely claimed on your social media posts. You refused to take the lamp with you when you left the store and then returned to the store to "collect your lamp on the advice of your attorney".
We strive to keep our customers happy and give them excellent service. We will continue to investigate this matter.
We acknowledge your communication.
As advised previously we have to investigate the matter thoroughly as you claimed that the incorrect cord was supp**** with the product. For the sake of clarity you are the only and first customer in all the years we have been in business that has made such a claim. We inspect our stock items/equipment thoroughly in our central warehouse prior to shipping it to our stores for retail. We endeavor to continue studying the video footage of the store in question to ensure that "somebody" in the store did not "swop" the cord as you claimed when you were in store.
The store assistant informed you in person when you were in store, that the company is more than willing to accept the return of the product if it is faulty due to equipment failure as a result of manufacturing issues and if it is returned in the original packaging with original parts/accessories. Your lamp was tested in store by the store assistant when you brought it in and it worked fine with the standard cord as supp**** in our packaging. You are not sitting with "a product that does not work" as you falsely claim. You insisted in leaving your lamp in the store and the store assistant did not "Keep" your lamp as you also falsely claimed on your social media posts. You refused to take the lamp with you when you left the store and then returned to the store to "collect your lamp on the advice of your attorney".
We strive to keep our customers happy and give them excellent service. We will continue to investigate this matter.
Maskscara South Africa's reply16 Jul 2021, 08:16
Official
Dear Shikara
We acknowledge your communication.
As advised previously we have to investigate the matter thoroughly as you claimed that the incorrect cord was supp**** with the product. For the sake of clarity you are the only and first customer in all the years we have been in business that has made such a claim. We inspect our stock items/equipment thoroughly in our central warehouse prior to shipping it to our stores for retail. We endeavor to continue studying the video footage of the store in question to ensure that "somebody" in the store did not "swop" the cord as you claimed when you were in store.
The store assistant informed you in person when you were in store, that the company is more than willing to accept the return of the product if it is faulty due to equipment failure as a result of manufacturing issues and if it is returned in the original packaging with original parts/accessories. Your lamp was tested in store by the store assistant when you brought it in and it worked fine with the standard cord as supp**** in our packaging. You are not sitting with "a product that does not work" as you falsely claim. You insisted in leaving your lamp in the store and the store assistant did not "Keep" your lamp as you also falsely claimed on your social media posts. You refused to take the lamp with you when you left the store and then returned to the store to "collect your lamp on the advice of your attorney".
We strive to keep our customers happy and give them excellent service. We will continue to investigate this matter.
We acknowledge your communication.
As advised previously we have to investigate the matter thoroughly as you claimed that the incorrect cord was supp**** with the product. For the sake of clarity you are the only and first customer in all the years we have been in business that has made such a claim. We inspect our stock items/equipment thoroughly in our central warehouse prior to shipping it to our stores for retail. We endeavor to continue studying the video footage of the store in question to ensure that "somebody" in the store did not "swop" the cord as you claimed when you were in store.
The store assistant informed you in person when you were in store, that the company is more than willing to accept the return of the product if it is faulty due to equipment failure as a result of manufacturing issues and if it is returned in the original packaging with original parts/accessories. Your lamp was tested in store by the store assistant when you brought it in and it worked fine with the standard cord as supp**** in our packaging. You are not sitting with "a product that does not work" as you falsely claim. You insisted in leaving your lamp in the store and the store assistant did not "Keep" your lamp as you also falsely claimed on your social media posts. You refused to take the lamp with you when you left the store and then returned to the store to "collect your lamp on the advice of your attorney".
We strive to keep our customers happy and give them excellent service. We will continue to investigate this matter.