JP
Jade P

1 reviews | Active since Jan 2025

02 Jan 2025, 18:15

Worst online shopping experience

I placed my order in the 4th of December 2024, the product shows as in-stock I paid full price, however the next day after I reached out to them confirming my order, they called to say it was out of stock and that they will receive stock in 2 weeks. After the 2 weeks passed they said it was delayed. They finally received the stock and I received my tracking number at around 3pm, on the same day around 7pm they sent me a whatsapp to say the product was once again out of stock so they were sending me a different color. This was a Friday, the following Monday the parcel went missing and they had to do an investigation. So they sent out a new package. On the 30th of December 2024 I finally received my package!!. The customer service was horrible they didn't reach out to me I had to contact them through everything my messages and calls would go unanswered and when I did get through to them they had an excuse for everything going, every time I was told they will call me with an update in 30 minutes they didn't.... also having products on your website showing as instock when you know is out of stock is false advertising.. just incase you didn't know that!. Needless to say I will never be purchasing here again

0
Replies (1)
Oukitel South Africa
Oukitel South Africa's reply03 Jan 2025, 11:46
Official
Dear Jade,

We are deeply sorry to hear about your experience with us. Your frustration is completely valid, and we sincerely apologize for falling short of your expectations.

The situation you described, from stock availability issues to the delays and communication gaps, is unacceptable and not reflective of the service we strive to provide. We understand how much this has inconvenienced you, and for that, we are truly sorry.

Thank you for taking our call and giving us the opportunity to apologize directly. We hope you enjoy the little sweetener we shipped to you as a token of apology for the poor service you experienced.

Your feedback highlights areas where we need to improve, particularly in updating stock accurately on our website and maintaining consistent, proactive communication with our customers. We take this very seriously and are already reviewing our processes to ensure this does not happen again.

We are grateful for your patience throughout this ordeal and regret that we could not deliver the positive shopping experience you deserved. While we understand your decision not to shop with us again, we hope to earn back your trust in the future.

If there is anything more we can do to make amends, please don’t hesitate to reach out.

Sincerely,
Oukitel S.A Team