Raru.co.za HOLDING BACK my Refund / Poor service.

My complaint is against the online web-store called Raru.co.za

On the 19th of August 2022 I placed on order of R3002.00 with Raru.

The dispatched time indicated 25-35 working days, which I granted as would be enough time for my deadline.

I’m currently going through the situation where I cancelled an order as they were taking way too long I requested a cancellation and Raru decided to add a credit, and I refused and insisted on a refund. I have no need for a credit, as I don’t order from them frequently. I ordered in August and still nothing. I understand that the orders take time, which I allowed and I’ve given them the time. Due date came and went. No communication from them, no indication that there will be a delay, NOTHING. Which is why I followed up. They rep**** 3 weeks ago stating they’ll add the credit when I cancelled the order. But I insisted on a Refund. When I followed up today they said that they can’t refund me, as It’ll take 30 days according to the Electronic Communications and Transactions Act.

Here is the complete email correspondence since the 7th of October 2022:

—— Oct 7, 2022, 14:00 Hi Raru team. I hope you’re well. I would just like to inquire about my order, estimate delivery being today, 7 October 2022. How long do you think the order will take? Or has there been no indication from the overseas supplier or customs? Thank you and kind regards, Jacques — Oct 10, 2022, 8:52am Good day We have followed up on your order item request, however it did not arrive with our latest shipment form the supplier as expected. It's estimated to arrive at our warehouse in the next 2 to 3 weeks. Please accept our sincere apologies for any inconvenience caused. Kind regards, Raru Customer Services — Oct 26, 2022, 14:54 Good afternoon Raru team. Thank you for your last feedback and indicating that my Order did not arrive with your latest shipment form the supplier as expected and it's estimated to arrive at your warehouse in the next 2 to 3 weeks. Well, this is now the 3rd week. I have had no follow up from Raru, or any mail or notification prior to the inquiry regarding my order delay. I needed the order before the 29 for a very good reason. The vinyls were presents, so, my friends have already left and gone back to Germany, and the headset is for a gig of mine on Saturday (let me know if you need proof of this). The Penny Dreadful Blu-ray set was just for me. What is the refund policy? Will you still be able to refund me if the order doesn't show up this week? The original order delivery estimate was 7 October 2022 - This day came and went. The reply that I received from my inquiry about the delay was to say that the order will take another 3 weeks. I do really respect the process, I'm not indicating or implying that anyone is being ***********, I would just like that have some feedback, someone to follow up so that I can know what the situation is so that I can plan my life - the items I ordered I did so for a reason and I needed it by a certain dated, and unfortunately the deadline wasn't met *Please get back to me as soon as possible with regards to the status of my order, IF it will indeed be delivered this week - If not, please proceed with a refund on Friday. Thank you. Regards. Jacques — Oct 26, 2022, 15:02 Good day Please note at this stage we do not have an ETA as to when our stock will arrive although we constantly in contact with our supplier. Should you no longer wish to wait for the item we are able to credit your profile, whereby it may be used toward a future purchase. Kindly confirm if we may proceed. Our sincere apologies for the inconvenience caused. Kind regards, Raru Customer Services — Oct 26, 2022, 15:24 Good afternoon. Thank you for getting back to me. Unfortunately, a "Credit" won't help me much. As you can see, I don't buy from Raru Frequently. I just took a chance on Raru now to see if I can have a convenient experience and fast delivery service with the goods that I ordered. So, I would insist on a refund. Kindly ask your manager or supervisor to assist me with the Refund. Thank you and kind regards, Jacques — Oct 26, 2022, 15:44 Good day Thank you for your email. Please note Sennheiser HD 250BT Wireless Bluetooth On-Ear Headphones (Black) is available in our warehouse should we send it to you. Kind regards, Raru Customer Services — Oct 26, 2022, 16:44 Hi. You could've informed me about the Sennheizer headphones being in stock. No one notified me or suggested a faster delivery method. No, rather cancel the entire order please. Again, I don't need a credit, I would much prefer a refund. Thank you. Regards, Jacques — Oct 27, 2022, 8:02am Good day Thank you for your email. Please be advised we confirm the order has now been canceled as requested. Your refund request has been submitted to the Refunds Department and has been added to a refunds queue. Kindly note that the refund is not an immediate process and that the credit has been allocated to the profile and serves as a placeholder pending the refunds process. In the event you wish to place a new order, the credit will then automatically be deducted at the checkout point as the credit will not expire. Please provide the below information: Bank Name: Account Holders Name: Account Number: Account Type: Branch Code: Should you require any further information please do not hesitate to contact us. Kind Regards — I rep**** with my banking details as Raru requested on Oct 27, 2022 at 13:58 And also added: “ kindly notify me when the refund has been done.” — Today: Nov 2, 2022, 14:04 (from me) Good day. I would just like to follow up with regards to my refund. It’s the 2nd of November and I still haven’t received my refund. I understood when you said with your last email that “the refund request has been added to the refunds queue”, and that “the refund is not an immediate process” - How long will it take before I have my refund? Surely, a refund can’t take longer than 48hours to process? Please be sure that the refund is issued this week. There is No need for a credit, I won’t be using credit with you for anything. I insist that you issue the refund as soon as this week. Regards. — Nov 2, 2022, 14:09 (from Raru) Good day Upon viewing your profile we note that you on 4 days since refund was requested and acknowledge. Our refunds process time is 30 days as per the Electronic Communications and Transactions Act. We ask you please bare with us we will ensure your request is processed. Sincere apologies for the delay of your refund. Kind regards, Raru Customer Services

-All I want is my refund of R3002.00 That’s all. I don’t want any hassles or dispute or longwinded processes that keep me from getting my money back. I didn’t receive my order, so it’s just fair that I get my money back.

Please review and assist.

Many thanks.