RM
Ruth M
1 reviews | Active since Mar 2021
04 May 2026, 09:55
Horrible customer service experience
We have been trying to come in contact with mweb for weeks . Our home move was scheduled for the 30th April and guess what? No response. After what felt like a lifetime of trying to get hold of an agent someone finally picked up the call last week Thursday, gave us instructions to pay an additional R99 in order for the appointment to be confirmed, she also stated that she would get back to us in an hour after payment was made , hours went by after the payment was made but no one has reached out to confirm our appointment. As I am typing this my partner is on a chat waiting for an agent to reply and on call ,mind you hê has been no.6 in the queue since 9am . This has been a tiresome experience in just trying to get someone to attend to us , it truly makes me question the QC protocols of the customer service division and mweb as a whole . Definitely cancelling but from the other reviews I’ve seen so far that might take another 2 weeks .
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Replies (5)RM
Ruth M's updateReviewer Update
04 May 2026, 10:22Update: An agent cancelled our previous appointment and set up a new appointment date and also did not allocate our payment that was made last week so it’s still in “authorise state” how horrible can a service provider be? Another 3-5 days will be spent waiting on feedback
RM
Ruth M's update04 May 2026, 10:22
Reviewer Update
Update: An agent cancelled our previous appointment and set up a new appointment date and also did not allocate our payment that was made last week so it’s still in “authorise state” how horrible can a service provider be? Another 3-5 days will be spent waiting on feedback
Mweb's replyOfficial
04 May 2026, 11:02Hi Ruth, we understand how frustrating this experience has been, especially with a scheduled home move, a paid appointment confirmation, and then no follow-up as promised. On top of that, long wait times without assistance only add to the stress, particularly when you’re trying to coordinate something time-sensitive like a relocation. To get this properly investigated and resolved, we’ll need your account details so we can trace the booking, payment, and appointment status on our side. Please send us a private message with your account information and registered email address, and we’ll escalate this immediately for review. Once received, the team will verify the payment, confirm what happened with the appointment scheduling, and ensure you receive a clear update on next steps without further delay. We’ll take it from there and make sure this is followed through. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 May 2026, 11:02
Official
Hi Ruth, we understand how frustrating this experience has been, especially with a scheduled home move, a paid appointment confirmation, and then no follow-up as promised. On top of that, long wait times without assistance only add to the stress, particularly when you’re trying to coordinate something time-sensitive like a relocation. To get this properly investigated and resolved, we’ll need your account details so we can trace the booking, payment, and appointment status on our side. Please send us a private message with your account information and registered email address, and we’ll escalate this immediately for review. Once received, the team will verify the payment, confirm what happened with the appointment scheduling, and ensure you receive a clear update on next steps without further delay. We’ll take it from there and make sure this is followed through. Kind regards,
The Mweb Team
The Mweb Team
RM
Ruth M's updateReviewer Update
06 May 2026, 14:30Good day .
We have done the above on the 4th May and to date no update has been provided either than they have received the payment and that it was escalated to a special team and that the process will start after the order has been submitted.
Today is the 6th of May , again , no feedback, no answer to any call. I tried the WhatsApp line and sent a message at 10:44 am , it’s 14:25pm and no response at all . Please tell me again what is the delay here to just have our product moved from one home to another? Why is the process so strenuous? We’d expect some team to have reached out by now to let us know on what is happening but nothing still. It’s very disheartening to know that this is the level of service your organisation provides to their clients yet the debit paymwnt goes off without fail . This is truly the worst experience I’ve ever had with any service provider. We will be looking to cancel. Thank you .
We have done the above on the 4th May and to date no update has been provided either than they have received the payment and that it was escalated to a special team and that the process will start after the order has been submitted.
Today is the 6th of May , again , no feedback, no answer to any call. I tried the WhatsApp line and sent a message at 10:44 am , it’s 14:25pm and no response at all . Please tell me again what is the delay here to just have our product moved from one home to another? Why is the process so strenuous? We’d expect some team to have reached out by now to let us know on what is happening but nothing still. It’s very disheartening to know that this is the level of service your organisation provides to their clients yet the debit paymwnt goes off without fail . This is truly the worst experience I’ve ever had with any service provider. We will be looking to cancel. Thank you .
RM
Ruth M's update06 May 2026, 14:30
Reviewer Update
Good day .
We have done the above on the 4th May and to date no update has been provided either than they have received the payment and that it was escalated to a special team and that the process will start after the order has been submitted.
Today is the 6th of May , again , no feedback, no answer to any call. I tried the WhatsApp line and sent a message at 10:44 am , it’s 14:25pm and no response at all . Please tell me again what is the delay here to just have our product moved from one home to another? Why is the process so strenuous? We’d expect some team to have reached out by now to let us know on what is happening but nothing still. It’s very disheartening to know that this is the level of service your organisation provides to their clients yet the debit paymwnt goes off without fail . This is truly the worst experience I’ve ever had with any service provider. We will be looking to cancel. Thank you .
We have done the above on the 4th May and to date no update has been provided either than they have received the payment and that it was escalated to a special team and that the process will start after the order has been submitted.
Today is the 6th of May , again , no feedback, no answer to any call. I tried the WhatsApp line and sent a message at 10:44 am , it’s 14:25pm and no response at all . Please tell me again what is the delay here to just have our product moved from one home to another? Why is the process so strenuous? We’d expect some team to have reached out by now to let us know on what is happening but nothing still. It’s very disheartening to know that this is the level of service your organisation provides to their clients yet the debit paymwnt goes off without fail . This is truly the worst experience I’ve ever had with any service provider. We will be looking to cancel. Thank you .
Mweb's replyOfficial
06 May 2026, 14:34 Hi Ruth, we understand how frustrating and disheartening this has been, especially with a confirmed payment, a scheduled move, and still no clear progress or feedback despite multiple follow-ups. That level of delay and lack of communication is not the experience we aim to provide. We’ve attempted to trace your request on our side, however, we’re currently unable to locate the account or booking with the details available in this thread. Without this, we’re limited in how far we can investigate or escalate the matter internally. To move this forward properly, please resend your account details and registered email address via private message, so we can securely locate your profile and pick this up with the relevant team without further delay. Once we have the correct account linked, we’ll be able to follow through on the relocation request and provide a clear update on what’s causing the delay. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply06 May 2026, 14:34
Official
Hi Ruth, we understand how frustrating and disheartening this has been, especially with a confirmed payment, a scheduled move, and still no clear progress or feedback despite multiple follow-ups. That level of delay and lack of communication is not the experience we aim to provide. We’ve attempted to trace your request on our side, however, we’re currently unable to locate the account or booking with the details available in this thread. Without this, we’re limited in how far we can investigate or escalate the matter internally. To move this forward properly, please resend your account details and registered email address via private message, so we can securely locate your profile and pick this up with the relevant team without further delay. Once we have the correct account linked, we’ll be able to follow through on the relocation request and provide a clear update on what’s causing the delay. Kind regards,
The Mweb Team
The Mweb Team
Mweb's replyOfficial
06 May 2026, 16:28Hi Ruth, we understand your concern and the need for clarity on this account. We can confirm we’ve located the account details and see that the account holder has already been in touch with our support team and has been provided with feedback on the matter. If there’s anything further that still needs to be clarified or followed up, please let us know and we’ll gladly assist. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply06 May 2026, 16:28
Official
Hi Ruth, we understand your concern and the need for clarity on this account. We can confirm we’ve located the account details and see that the account holder has already been in touch with our support team and has been provided with feedback on the matter. If there’s anything further that still needs to be clarified or followed up, please let us know and we’ll gladly assist. Kind regards,
The Mweb Team
The Mweb Team