Disgusting customer service!!!!!!

I am disappointed in the customer service I have received from Mr Price, with my countless interactions with their agents wanting them to resolve my online purchase issue??

On the 13th July 2021,Tuesday I purchased a Mr Price Sport item which was suppose to be a birthday present for my dad who’s Birthday it was on the Thursday 15th July 2021. I made my purchase the evening of 13th July 2021 thinking I will get my order by Thursday for the earliest but my experience immediately turned into a nightmare. Mr Price told the purchase of R299, 99 including the delivery fee which came to total of R349.99 which was debited from my Visa Debit card ? immediately.

When I did the online purchase I logged into my face book account to access the mr price platform, after the purchase I saw the order was pending because the order didn’t come through via email as the confirmation email which was strange. I then thought let’s wait until tomorrow could be that the payment need to clear then it will be dispatched. The Wednesday morning when I checked I saw the status was payment under review which was strange. When I contacted Mr Price the Wednesday they told me they can’t pick up on the order number given to them. I was immediately told to send through proof of payment, order number, the amount I paid to the help mailbox of mr price so they can locate the payment. I was told they will contact me soonest. All required information was sent through to them. I waited on feedback but no call from Mr Price. On Thursday I called Mr Price again and they again told me they are busy investigating the matter, and they promised me again another call back which I didn’t get. I felt upset as this day is my dad’s birthday and I wanted to get him his birthday gift, but there was no urgency or empathy from Mr Price on this matter. I even asked them if I can get a voucher or something but nothing.

Well my dad’s birthday came and gone and I had no gift for him, due to the disappointment from Mr Price that couldn’t sort out the matter.

On Friday, 16 July 2021 I called Mr Price again and this time I am frustrated and disgusted at the poor customer I have received from Mr Price, I needed answers but the agent who helped me wasn’t bothered at all and no apology for my experience from this agent, which was so disappointing. The agent checked my query after I gave him my number and my email address and checked the system and told me that the matter is with his manager and that the manager will call me. I asked the agent multiple times if he can promise me that the manager will call me and he had attitude saying he escalated the matter. When I flagged my concerns to this agent he told me I can’t make demands after I recommended that they either give me a voucher so I can go to a nearby store and buy the item or they must refund me, he told me I mustn’t make demands. I felt humiliated but most of all the poor customer service received as the agent couldn’t empathise with my situation which is so sad. I have been using Mr Price for over 20 years but this customer experience is making Mr Price lose a loyal customer.

No callbacks from the manager! No feedback on my situation! No empathy or good customer service! No apology! No urgency!

My reference number for this issue CRS13A5B1A

Mr Price prides itself in its service but then your agents and the business treats customers like this, I am disgusted and disappointed in Mr Prive.

I will be writing to Mr Mark Blair CEO for Mr Price shortly and let him know about my experience if I don’t get any resolution to this query and to this experience by Monday morning for the latest by a a manager to call me on ***.

To change my mind to stay with Mr Price for future will have to take more than just an apology from you. I will be telling my family and friends of my bad experience I had with you Mr Price.

Hope someone calls me for your sake, otherwise Mr Mark Blair will get a CEO complaint message in his inbox from me.

Andrew James