APPAULED BY POETRY STORES

Good day

I bought 2 items with Poetry on September 22 2020. i received them, however i noticed that the jacket was completely different and of sub standard as compared to what was advertised on line (PT ***). I phoned poetry and they said they will log a call return for me. few weeks later the jacket was collected , however till today i am left with out a jacket. I have emailed phoned and one thing that really irritates me is that i am the one that must always make follow up.

Poetry is claiming that they are not able to pick up in their system who collected the jacket from my home and according to them they have not collected the jacket. on email they said i must send them the order number in order for them to do a log return and I did that. I am now left without a jacket or refund. I do not have the waybill that was left by the courier company.

I do not know how many times i have phoned them without any assistance, the last person i spoke to was Wardha. please below correspondence between myself and POETRY via Email. RE: Query with order PT*** [ ref:_00D4JD3UG._5004JI6uWq:ref ] Inbox *** Tue, Sep 22, 2020, 10:15 AM Hi Gail Thank you for your call. Kindly provide me with the correct order number so that I can be able to log a return for you. Hope to hear from you soon -----

Thadazwa Magwa <***> Wed, Sep 23, 2020, 3:29 PM to ***

Good day

please find the correct order number PT***4.

NB: It would be really nice if I could get an explanation as to why the jacket I received is of sub standard. Why so many glaring differences between the one on the AD and the one I received. Remember Poetry is a Brand I trust and as a loyal customer to POETRY, I deserve an explanation.

I would like Poetry to do an exchange for the sub standard jacket they sent me with the Keira Parka jacket( RED IN COLOUR) a size M. You still have it on Sale on your website i have checked.

Please if you are not able to respond to my question, kindly escalate to someone who can.

My Contact number is ***

Thank you

Regards

Gail Magwa.

Thadazwa Magwa <***> Mon, Oct 12, 2020, 10:56 AM to ***

Good day

i have not heard anything from you since my last email. I also sent a message on Facebook and I was advised that Customer care states that they have been in contact with me. i acknowledged that, however I have not heard anything from you since my last email.

Last week a courier service collected the jacket from my home but still there is no correspondence from Poetry.

I am confused with regards to the way forward of my query.

please refer to the email below for all information relating to this complaint.

Thadazwa Magwa <***> Sun, Nov 8, 2020, 8:53 AM to customer-service

To date I have not been refunded by Poetry. I called tour Customer care and the lady I spoke to said that the was a delay, however you are working hard to ensure that customers are refunded.

It has been more than 2 weeks now still waiting for my refund. Poetry collected the jacket a month ago, however I am still without a refund.

No communication whatsoever from Poetry. Your service continues to detoriate.

A very dissatisfied customer

Thadazwa Magwa <***> Wed, Nov 18, 2020, 10:48 AM to customer-service

Good day Poetry

I am baffled by the treatment I am receiving from Poetry, honestly I have no words.

I am still without a refund and what really boggles my mind and frustrates the hell out of me, is the fact that I am the one who has to call POETRY for feedback, no one is responding to my emails, in these trying times you are also adding to my frustration.

THIS QUERY GOES AS FAR BACK AS SEPTEMBER AND UP UNTIL THIS DAY IT HAS NOT BEEN RESOLVED.

The jacket was collected from my home, I do not know the company that collected it. All that my husband can remember is that it was a small car and the driver asked for the jacket. my husband called me asking where the jacket was and i told him because i was expecting POETRY to collect it as per the email on top and further the telephonic conversation i had with your consultant when she was explaining that an exchange cannot be made, they will have to collect the jacket and after that make a refund.

to this day, i am without my refund, POETRY is giving me a run around saying that the online store has not confirmed receipt of the jacket,now my question is .. Whose fault is that, Why is that affecting my refund?

I bought 2 items a jacket and boots and the drive ONLY collected as agreed between myself and POETRY because i had no problems with the boots but my problem was with the jacket because i felt that it was of sub standard and looked nothing like the one advertised on your website, i went as far as sending you pictures.

What does POETRY expect me to do? Two months later the query is still not resolved, what must i do to get this matter resolved?

Thadazwa Magwa <***> Wed, Nov 25, 2020, 3:40 PM to ruth

Thadazwa Magwa Fri, Nov 27, 2020, 12:51 PM Good day Below are a trail of emails I have sent to the Poetry Customer care line, I have also sent through a message on your facebook page after I hadn't heard

Mail Delivery Subsystem Fri, Nov 27, 2020, 12:52 PM Address not found Your message wasn't delivered to *** because the address couldn't be found, or is unable to receive mail. LEARN MORE Th

Thadazwa Magwa Fri, Nov 27, 2020, 1:23 PM Good day wardah Below are a trail of emails sent to Poetry starting from 22 September. may you please acknowledge receipt of this email.

Wardah Albertyn Fri, Nov 27, 2020, 2:18 PM Hi Thadazwa, You have only forwarded the failed delivery attempts. Kind Regards, Wardah From: Thadazwa Magwa <***> Sent: Friday, 27 Nov

Thadazwa Magwa <***> Fri, Dec 4, 2020, 1:18 PM to wardah

Hi Wardah

You need to scroll up and also click on the email to open the email. you may call me if you need any clarity.

Thank you

Thank you