Extremely disappointing experience

I am extremely disappointed with my most recent experience with OneCart. I placed an order on Sunday morning through them. After checking the app several times because my order was late with delivery, it had a message stating that the order was running late because the driver was on his way to pick it up. After some time I contacted OneCart through whatsapp as I had heard nothing from them regarding the delayed delivery (it had already been 3 hours since expected delivery time). I received a response stating that my order was flagged due to an issue with the coupon I used?!? How is that possible as I used a coupon code that was sent to me that morning - according to them, I cannot use a coupon more than once – which I did not as I only placed one order and used the coupon once? What really really annoying was the fact that no one contacted me regarding this issue, I had to find out from them what was happening with my undelivered order! My order included bread which I needed and because I was not informed of the cancelled order, it was already too late for me to make alternative arrangements. To top it off, my order had not been refunded either, so I could not use the same money to place another order through a different store to get my bread.

Monday came and I sent a message first thing in the morning as well as in the afternoon but I got no response. Tuesday came and I wrote again. After some time I finally got a response regarding the refund – apparently I had to wait for the shopper to issue the refund but she was not working that day so it would only be done the next day…why did the shopper not do refund the order immediately on Sunday when the order did not get sent off?!? I was told it would be followed up the next day so I asked the consultant if she would get back to me and she said she would - she did not – I had to follow up the next day regarding the refund - I was then told I have to wait til end of business day the next day for my refund.

My wallet on OneCart has a credit balance in it and when I try to send the funds to my bank account, the systems rejects the request - I have been trying for some time now, perhaps two weeks to get my money back, but according to OneCart, it is a problem they are experiencing with all the Vodapay customers and the issue has been escalated to the IT department.

On Thursday I decided to contact Vodapay directly regarding the wallet issue. I explained my situation to the consultant who put me through to a consultant at OneCart who organised the refund for the cancelled order but the amount was refunded incorrectly. He also said the coupon had been re-issued and I could place a new order using the same coupon code. I tried to place an order and when I put the coupon code in, the coupon did not work and my account got flagged (even though the consultant said I could use the coupon again). As for the refunding of my wallet money back to my bank account/credit card…. there is still a problem as I have not been able to get my money back – I have logged the complaint with Vodapay regarding that.

So not only did I have to follow up on every single issue with OneCart, I had to wait as response time was very delayed, the refund done eventually was at an incorrect amount, my account is flagged and I can’t get my money back from them.