Pathetic Service for a Good Brand

Old Khaki is by far one of the best clothing brands, by my standards at least. Unfortunately the service levels behind this great brand leaves a bad taste in your mouth. My frustration has been building up for a while, and now I have had enough of their poor customer service. If I had a brand manager’s info, I would direct these issues to him/her directly cause its clear they don't check on complaints coming in and how they are being handled and the time taken to resolve. When it comes to store level service, I guess Cavendish takes the Gold, for worst service ever. I would rather drive to Tokai or Canal Walk. Maybe it's my skin colour or just maybe one is judged based on your walk or dressing as one enters into their so called “upmarket” store. This is even before the lock-down, disgusting ! I can't imagine what their attitude will be like after the lock down. Then there is their online platform. If you thought Old Khaki online buying would alleviate the driving, finding parking and parking fees, I can tell from experience, it’s still better to drive to one of the friendly stores and conduct your business. My first online buying started on a bad note, with me being unable to register. Eventually after a couple of days, with back and forth emails, their customer service decided to register me themselves. I managed to get my purchase done and goods received, with even one of the items returned without hassles. With a credit voucher on my profile, and a special they were having during the lock down, I decided to give it another go. This time around, I couldn’t even log into my profile. After a few days I was advised that I needed to register once more because they launched a new website. Who launches a new website but forgets to advise their online clients to please register and apologize for any inconvenience? Anyway, same story the second time around and eventually after a week plus, customer service decide to register me. The requests went from 1st request right up to 5th request before any response was received. With a new website all the old info was deleted including my purchases and credit voucher. Had to now write back to them to get the voucher issue sorted. By the time they resolved everything the special was over. Even though I complained, it landed on deaf ears. Nobody cares about client retention anymore, it’s all about the money. Finally, when I got an opportunity to make another purchase, I could not use the voucher cause it said I had to buy something not on sale and minimum spend of R500, yet it was my money being returned to me in the form of a voucher for an item returned?? Anyway, that was eventually sorted, and the purchase was completed. Delivery was after lock-down. And then govt. decided that winter clothes will be allowed, so old khaki was going to deliver because it was considered winter purchases. 20 days after this opening, I started to wonder about my order. When I checked I could not even see my order online. It didn’t even exists?? It’s been 4 days now with no response to my email to customer service. What does customer service mean? An immediate response acknowledging the email, no matter how inundated with emails. Customer service regarding online issues doesn’t need a person at work, they can work remotely?? Follow up with all queries. Issues can be escalated to managers levels, if only you had some way of doing that?? Imagine if all online portals were like this?? Poor and pathetic excuse for online portal.