POOR SERVICE AND COMMUNICATION!

Wow, what an experience with Mr. Price online shopping! Never again!

Made an online purchase on the 26th of April using their app. I selected all the items I liked, and processed through to payment. I selected the instant EFT option to ensure a fast payment process. Once the payment was completed (funds also deducted from my bank account) the app then gets an error and I do not see the completion of my order (no order number received).

I contact the customer care centre, and an agent assures me that she is able to assist me with the issue even though I do not have an order number due to the error. While over the phone with the agent I try to access the app again only to find that now its working, however the items are still in the cart as if I hadn't made payment.

The agent requests proof of payment, of which I email her a screen shot of my bank message. She reverts back to me to say that the finance department cannot accept it and it does not reflect on their side. I then go to the trouble of contacting my bank to request a proof of payment, who then ensures that the money has in fact gone off my account and should be reflecting on Mr.Price's side. I continue to request a POP and the gentleman emails it to me of which I forward to the agent.

When logging into the app over the weekend, I realize that 2 items are now "out of stock". I check again on Tuesday to find now that 4 items are no longer available. I contact the call centre to inform the agent to process a refund rather than to request a voucher as some of the items I had wanted are no longer there. I had informed the agent of my working hours as I am constantly on set and do not have time to go to the bank hence why I had to call the bank for the POP.

Long story short, the agent says their finance department wants a statement with my details on after having to provide them (included on the proof of payment too). It was days of back and fourth emails (even after sending an online statement), mind you at times I had to call into the center to get feedback as no one was contacting me back. I then rush to the ATM, when I get a chance to print a statement and forward to the agent. The agent then responds to say she has escalated it to the finance department, it would take 24 hours to process and the funds should reflect within 3 working days on my side (this is stated in 2 emails sent by the agent). Today is day 4 (from when it was processed), and I still have no refund (10th of May). I call into the centre as my email had not been responded to and another agent first tells me that it should reflect with 7 working days, who then puts me on hold and changes it to 14 working days (which he says will not be on the 23rd of May).

It has taken Mr.Price 28 days (should the funds even reflect in my account on the 23rd) to resolve an issue. It was very quick to take the money from my account and provide an error but is taking almost a month to return it. During this process I have spent a large amount of money constantly having to call the centre due to a lack of feedback given, paid extra baking fees for the request/printing of a statement, most of the items I was interested in are also now "out of stock", poor communication and incorrect information provided on 3 occasions!

I sit here with just over R1600 removed from my account and no goods!

I am beyond disappointed!