Dismal display of disorganization

Honestly, I am at a loss for words. It's been 2 months since my order via your website and I have NEVER in my life experienced such a dismal display of disorganization from people who literally advertise on their hold line that they pride themselves on customer service. It has been a joke. And I would like someone with half a brain to give me a call and tell me how situations like this are going to be resolved in the future.

I ordered and paid for a Peugeot part on your website on the 14th of February. When an Isuzu part arrived the next week, I was happy to simply call in the return and take it as an honest mistake. Unfortunately, this process seems to be more difficult than returning your first born child...

1. I had to log the return 3 separate times, over the course of two weeks.

2. Somehow, every person that I spoke to didn't move the process forward.

3. I was passed around "customer service" for 47 minutes on the phone, trying to find someone who could get this return and refund processed, only to be told that I should be speaking to my agent, Francesca, whom I had never heard of or from in the past.

4. After specifying the pickup address on four separate phonecalls, the courier still arrived at the wrong address to collect the part.

5. I had to communicate with the courier directly to have them arrive at the correct address the following day. They were most competent, so it was clear that this issue was with the lack of instructions from your side.

6. A second courier showed up the day after the original one collected the part, as someone obviously responded to my last phonecall of annoyance and logged the return again, without any internal communication. Honestly, how can you run a company without these systems in place?

7. After no refund or contact had been made a week later, I called the Customer (lack of) service to find out what was happening. I was told that it was MY fault for not having a refund processed already, because I didn't attach a waybill or reference number to the returned box. Note: there was never a waybill on the box to begin with and I never received any instructions to mark the box.

8. I FINALLY received a call, another week later, to be told that my refund would be done within 24 hours.

9. When said refund had STILL not been done by the 19th of March, I was passed on to 3 different people while trying to follow up. The 3rd Whatsapp number I was given was the only one to say "let me call you and put you through to accounts". 10. Clara, in accounts (and possibly the only competent human on your team I spoke to), picked up that nobody had even entered my banking details for a refund. So, I emailed my details through on the 19th of March. 11. When I hadn't heard anything by the 25th of March, I followed up with another email.

12. By the 2nd of April, I was livid. With no reply and half a step away from posting a scathing review, I spent 20 minutes on the phone with Nadine, who assured me she would make sure my refund was processed that day.

Well... today, on the 10th of April, I called 3 times, looking for answers as to why I was never called back or had my refund done. Eventually, I got through to Nadine who informed me that my refund will be processed in the next day or two. Really, at this point, I don't believe her at all.

So... where is my refund and how are you going to improve this DISMAL experience for your customers in the future? Honestly, the fact that you punt "great customer service" as one of your selling points while you deliver this is laughable. Do better.

A very ****ed off client, Storm