**** COMPANY

**** Formal Complaint - 4 Month Failure to Refund & Repeated False Assurances - RelivioLab!!!

On 11 July 2026 I placed an order with RelivioLab. The order was supposed to deliver within 2 weeks. It did not. Tracking was only provided in August after repeated follow-ups.

Delivery was attempted once on 26 August 2026 via Fastway and they failed to contact me for delivery. I escalated for Fastway Couriers Durban to give me a track of how many times the driver attempted contact and I was ignored. Then I was told to collect by Relivio and I declined depot collection. Further instructed RTS - Return To Sender, which was acknowledged.

Since 6 August 2026 I have been requesting a full refund. The company acknowledged the refund multiple times, approved it on 23 October, promised POP and 1-7 days processing, but as of 09 November 2026 - almost 4 months after purchase - no refund has been received and no POP has been provided. All responses since have been generic apologies.

The last email on 09 Nov 2026 telling me to "take a moment to breathe" regarding MY money after 4 months of waiting is appalling and unprofessional.

Chronological Log of Refund Requests & Acknowledgements:

Date & Time Action *11 July 2026* *Order Placed - Order #1213*

*06 Aug 2026 @ 03:46* *REQUEST #1:* I requested a full refund for the first time.

*06 Aug 2026 @ 06:08* Company acknowledged, said tracking would be sent instead of processing refund.

*14 Aug 2026 @ 07:22* *REQUEST #2:* Requested refund if delivery date not provided. Said I feel ****med.

*01 Sep 2026 @ 06:43* *REQUEST #3:* Asked "When and how will I get my refund?" after RTS.

*01 Sep 2026 @ 10:43* *REQUEST #4:* Stated "I want a refund, I'm done." Refused depot collection.

*02 Sep 2026 @ 06:19* *REQUEST #5:* "I repeat I want a ****en refund. I WANT MY MONEY BACK!"

*03 Sep 2026 @ 06:20* *REQUEST #6:* "I want it RTSd and I want my money back"

*04 Sep 2026 @ 07:47* *REQUEST #7:* Instructed RTS and asked for refund process. *04 Sep 2026 @ 10:09* *ACKNOWLEDGMENT #1:* Company confirmed RTS noted. Said they will advise next steps on refund once parcel returned.

*18 Sep 2026 @ 09:41* *REQUEST #8:* Requested feedback regarding refund of RTSd order.

*18 Sep 2026 @ 10:04* *ACKNOWLEDGMENT #2:* Company said awaiting final confirmation regarding escalation of RTS order and refund.

*01 Oct 2026 @ 06:49* *REQUEST #9:* "I just want my money back."

*01 Oct 2026 @ 13:04* *ACKNOWLEDGMENT #3:* Company said "we can process your refund and also arrange new parcel" - offered refund + reshipment.

*07 Oct 2026 @ 07:48* *REQUEST #10:* "Just begin the refund process, I expect a full refund."

*07 Oct 2026 @ 12:24* *ACKNOWLEDGMENT #4 - ESCALATION:* Company acknowledged full refund request and escalated to Finance Department.

*23 Oct 2026 @ 09:57* *REQUEST #11:* Asked for refund update.

*23 Oct 2026 @ 12:01* *REQUEST #12:* Escalation - Requested management, legal email, threatened ICASA/Ombudsman. Demanded turnaround time.

*23 Oct 2026 @ 12:43* *ACKNOWLEDGMENT #5 - APPROVAL:* Company stated "Your refund has now been approved by our finance team. Kindly allow 1-7 business days"

*27 Oct 2026 @ 06:09* *REQUEST #13:* Requested POP - Proof of Payment of refund.

*27 Oct 2026 @ 13:29* *ACKNOWLEDGMENT #6:* Company said reconciling payment records to retrieve POP. *28 Oct 2026 @ 10:48* *REQUEST #14:* Demanded Turnaround time.

*28 Oct 2026 @ 11:10* *ACKNOWLEDGMENT #7:* Company said TAT is 1-7 days.

*06 Nov 2026 @ 06:42* *REQUEST #15:* Requested feedback - stated over 7 days since 23rd processing promise.

*06 Nov 2026 @ 12:26* *ACKNOWLEDGMENT #8:* Company apologized refund still not finalised, said escalating internally with finance.

*07 Nov 2026 @ 16:41* *REQUEST #16:* Stated escalating Monday morning.

*09 Nov 2026 @ 10:37* *ACKNOWLEDGMENT #9:* Company said refund request prioritized, POP will be sent, week intended to close matter.

*09 Nov 2026 @ 10:45* *REQUEST #17:* Rejected empty assurances, demanded POP not apologies, stated will report and escalate. *09 Nov 2026 @ 10:52* *ACKNOWLEDGMENT #10 - FALSE PROMISE:* Company said "asked our finance team to prioritise immediate payment directly into your bank account" - No POP provided. *09 Nov 2026 @ 10:57* *FINAL REQUEST:* Offended by "breathe" comment, stated will post on all social media. Demanded to stop emailing unless it's a POP.

This constitutes:

1. Failure to deliver goods within reasonable time after payment on 11 July 2026. 2. Failure to process a refund after RTS was acknowledged on 04 Sep 2026. 3. False and misleading assurances - On 23 Oct 2026 refund was "approved" with 1-7 days promise. As of 09 Nov 2026 (17 days later) no funds received. 4. Failure to provide Proof of Payment despite multiple requests on 27 Oct, 06 Nov, 08 Nov, 09 Nov. 5. Unprofessional conduct and failure of customer care obligations. 6. Total of 17 refund requests over 3 months.

*I am demanding:*

- Immediate proof of payment for the full refund of Order #1213 - Confirmation of refund amount and date funds will reflect - Written explanation for the 4-month delay