Online Shopping Nightmare

Item: Mondo
Rating: 1
Author: Ricardo M

Be wary of upgrading your MTN contract online as it is not managed by MTN but rather Mondo which is not transparently communicated throughout the process.

My experience has been over 2 weeks of no communication on my order. MTN customer care are unable to assist at all and refer you to contact Mondo.

Mondo have zero communication skills or strategy when it comes to dealing with customers. I contacted them multiple times per day for 2 weeks to only be told each time that the MTN system is down so can't assist. Also received promises of call backs that never happen.

Finally after over 2 weeks I am told there is no stock but I am yet to receive any answer as to why Mondo took over 2 weeks to inform me that there is no stock or any expected delivery date.

I am shocked that this company is trusted to manage online shopping for both MTN and Vodacom. I can only imagine the number of customers MTN and Vodacom are losing due to this non existant customer services.

I advise anyone to rather use the old fashioned method of walking into a store where you will actually be treated like a customer and not ignored.

Helpful (0)

Replies (3)

Mondo's replyOfficial

14 Dec 2021, 11:22

Good day,

Thank you for taking the time to write to us about your query.

We sincerely apologize for the level of service you have received.

Our team is currently investigating your query. We will get one of our Customer Care Consultant to contact you and assist with your query.

Your Case Number is: RCO161540

Regards,

The Mondo Team

Mondo's reply14 Dec 2021, 11:22

Official

Ricardo M's updateReviewer Update

28 Dec 2021, 07:31

Following my complaint on this platform I finally received an excuse that my order is being ignored as there was no stock When I asked why it took over two weeks to tell me there is no stock I received the below response explaining why customers can expect to be ignored when dealing with Mondo .

'Good day,

We sincerely apologize for the inconvenience caused.

Please be advise we have limited access to view orders as we are a trade partner of MTN direct, hence the 2 week delay.

Kindly note you can check at any MTN stores if there are stock available on device selected and you can proceed doing the application in store and we will cancel our order.

Please advise

Kind Regards,

The Mondo Team-Jerusha N'

After this communication I asked for an expected eta since this was a special blackffriday deal which MTN direct cannot offer and was sent a response that an agent will contact me soon. I am still yet to be contacted.... Please avoid using the mtn shop online as it is forced through Mondo and this is clearly the level of customer service they are comfortable with and after a month of clicking on 'upgrade now' I have received no assistance from Mondo or MTN.

Ricardo M's update28 Dec 2021, 07:31

Reviewer Update