Don’t order anything from Mr Price Online. Just go to a store and save yourself weeks of stress.

First problem: On January 19th (the day after placing my order), I received an email saying the furniture item I had paid for and ordered was not in stock and would be refunded. I checked with customer service how much of the delivery fee would be refunded, and was told it would remain R400 as it's a "volumetric order". *******. Everything else in my order was household goods (plates, glasses, etc.) and has a delivery fee of R50. The ONLY reason why I paid R400 delivery fee was due to 1x large furniture item which was now out of stock and would not be delivered. I added the exact same items to my basket to show this customer service rep that those items alone without the headboard have a delivery fee of R50 - this "volumetric” comment was just a bad excuse - and was then informed that it’s not possible to partially refund a delivery fee, and to have a wonderful day. No alternative solution, no apology. I then suggested a credit note, but surprise surprise, no reply. After a week of no refund, I followed up again and was told the R2,000 would only be refunded after the rest of the items were delivered. The day after I received the delivery (which contained both wrong items and broken items resulting in me anyway having to go into a store), I again asked when the refund will be made, but surprise surprise, no reply. 4 days after my order was delivered, I rep**** to the email saying “order delivered” asking WHEN the refund will be processed and again requesting R350 for the excess delivery fee: first response is just “we will refund you” (no timeframe) and a kind reminder that I was told previously that partial delivery fees will not be refunded.

Second problem: following on from the first “no timeframe” response above, I received a second email saying that the sold out headboard was in fact delivered to me and that the couriers confirmed that it was delivered and signed for. I rep**** immediately as there was NO HEADBOARD. It’s 2.4m long, so would be very hard to miss. I asked for a supervisor or a manger to phone me immediately - this was 2 days ago, but no email reply and no phone call. I then contacted the courier directly to ask if they recall the delivery and could perhaps tell me where this massive box was. They provided the signed delivery note and pointed out the 88x62cm dimensions of the item they delivered (which was only the clip-in shelves for the headboard), and this is very obviously not a 2.4 meter box. This is proof that the courier was not given a headboard to deliver to me. At 10:30 yesterday, I sent this evidence to customer support with yet another request for a supervisor or a manger to phone me. 1 hour and 40 mins later, I received a reply to say they are investigating. That was it. No further update.

Third problem: When I received the email on January 19th telling me the headboard was sold out, I contacted Mr Price Home in Cape Town where it showed the store had one available. I arranged for a pro-forma invoice and paid R2,000 via EFT. 2 days before I received the above delivery from Mr Price Online, I was told I had to pay them (Cape Town) another R400 delivery fee as they were a separate entity to Online and could not use the R400 I had already paid for my online order. When I received the online order delivery with the 88x62cm box, I had assumed this was a partial delivery from Cape Town. It was only yesterday after the Online team claimed this small box contained the large headboard that I realised this was not a partial delivery from Cape Town. I have now had to cancel their order and request a refund of R2400 back from them. If Mr Price Online locate the missing headboard and deliver it, and Mr Price Cape Town also deliver it, I would have paid R4800 for 2 headboards when I only own one bed. Or Mr Price Online will refuse to refund me (claiming it’s delivered), and I would then have paid R4800 for one headboard (valued at R2000) delivered by Mr Price Cape Town. So now I sit with nothing but useless clip-in shelves and a bank balance missing R4800.

Moral of the story - don’t order anything from Mr Price Online. Just go to a store and save yourself weeks of stress.