Worst Service from Rentoza

Rentoza is by far one of the worst businesses I have ever done business with. I did an online application for a subscription on the 04-05-2024 payment was taken as per their process and a signed copy of my contract was sent to me via email. The product I selected was advertised on their website as in stock however when my order was completed that day, they didn't have the item in stock until I had to do follow-ups send them numerous emails regarding delivery of my product.

On the 11th of May 2024 I received an email advising that my shipment is scheduled to be dispatched on or around the 15th of June 2024. On the 18th of May i rep**** with a humble email asking for confirmation that due to my order only being delivered on or around the 15th of June 2024 that no payment will be debited from my account as per their T&Cs monthly payments will only commence once the product is delivered and they assured me that this is correct.

On the 17th of June 2024 I emailed Rentoza asking for an update on my delivery as, as per last communication ETA is the 15th of June 2024 and today is the 17th and I still haven't received delivery or heard anything feedback or update to any changes in the delivery of my order. Their reply to me was that unfortunately they experienced an unexpected delay in receiving stock from their supplier.

At this stage I was already fed up with how bad their service is as it has been over 30 days already that I'm waiting for my order. I've asked for alternatives to swop but still they didn't have stock of any of their items, yet it was still advertised as in stock on their website. At this point was ready to cancel my subscription.

On the 2nd of July I received a call from Nonthando Mlalandle at 08:56:23 the call lasted for 5minutes, 37 seconds, where she confirmed that they have something different in stock and that she can send me pictures of the item and I would need to confirm if I am satisfied with the alternative and once I confirm this they can have the item shipped that same day.

Pictures was emailed to me of the different product, and I was not really impressed or happy with the item. I then emailed back asking if they had something in the same name brand but different to the one that I have order due to preference purposes and at 10:02:57 I received another call from Nontando Mlalandle call lasted 2minutes, 30seconds and at this stage she confirmed that she went and checked in their stock room that the product I wanted is on the showroom as they had used it for display purposes and if I want she can send me pictures of that to show that the item is still brand new however won't be in its original packaging due to it being used for display purposes on their showroom and if after she sent me the pictures of the condition of the product and I'm satisfied with not receiving the product in its original packaging she could have this one packaged securely with in house packaging, then she could have it shipped for that very same day.

After receiving the photos and video of the product and confirmed that it's still brand new and in good condition with no defects or flaws or scratches the item was confirmed for shipping and that I would receive delivery Friday 5th of July latest Monday 7th of July 2024.

At this stage I extended my gratitude for the employee's efforts in resolving this matter for me and expressed my disappointment and dissatisfaction in the poor service so far as a first-time customer and was told that they do not offer financial compensation for delays or inconvenience they deeply value my feedback and want to assure me they are addressing my concerns. I later expressed how I'm not happy with this as a resolution and requested that the consultant consult her senior and provide some form of compensation.

That very same day I received an email offering me a 5% discount on my first month's subscription.

I then accepted the 5% discount and rep**** to the email with a thank you note. To my dismay on the 4th of July 2024, I received a SMS notification from my bank that a debit order of R810 was debited from my account Ref: PAYSTACK JOHANNESBURG and I immediately knew it was Rentoza. I immediately email Rentoza informing them that I am fuming at the moment as I had not budgeted for this debit order due to my product still hasn't been delivered and I was not going to be debited until my order is delivered. I then also raised the concern of the 5% discount that was not even app**** to my first month's subscription so even the amount debited from my account was wrong. I requested to speak to a manager to have this resolved as I should not have been debited as my product still hasn't been delivered.

I then received an email advising me that they are happy that I brought this under their attention and my query is being transferred to the department that has access to assist.

On the 5th of July 2024 I received an email advising that a refund has been requested for the amount R810 to be paid back to my bank account for a transaction I have made to Rentoza on the 4th of July 2024 at 12:33am. The refund is to be expected to reflect within 7-12 business days in my bank account. Followed by an email apologizing for the error and that they will refund me and that I will be debited on the 31st as I have requested. This has caused unnecessary debit order fees and loss of finances at that stage which I have not accounted for as the debit order was not scheduled to go off just yet.

On the 10th of July 2024 I received my order after countless months of struggling to get the product and struggling to get the product delivered to my address as Rentoza had not add certain details to my delivery address after contacting the courier company for days after it was said that I could expect delivery on the 7th of July latest.

On the 15th of July 2024 I sent Rentoza an email thanking them and to confirm that I have received my refund. I then also confirmed that my debit order date is on the 31st of each month while confirming this I pointed out that I was not happy with the entire process and expressed in a long email of how my experience went how long it took and all the bad experiences I experienced and expressed that 5% discount is not enough and that 10% is more than fair for all the inconvenience caused.

I was then assured with an email that they understand my frustration and would like to ensure that I keep doing business with them, their management team will get in touch with me soonest this still hasn't happened.

On the 16th of July 2024 I received an email that as per offered 5% discount on the first month's subscription unfortunately this is the maximum discount they can offer, and they sincerely apologize for this experience and will seek to ensure that they do better.

I then thankfully rep**** and accepted the 5% discount and informed them that I am hoping to see the discount app**** on my first month's subscription.

On the 17th of July 2024 I sent Rentoza another email furious advising them that i am about to go to Hello Peter with this as this is now becoming ridiculous, I had just logged into my Rentoza App Profile that day and saw that there was another order pending confirmation of the agreement with a different order number for the same product however this order was placed on the 15th of July at 9:36am which I clearly did not place and if any funds are debited from my account for this order which is not mine I would make their life a living hell as at this point I've just had it with Rentozas bad service.

On the 18th I received an email advising that this might have been an error on their system as their system shows that I only have one order with them currently active. They apologized for the inconvenience this has caused and promised they will work on it.

On the 30th of July I received a payment reminder for my debit order which will be collected on the 31st of July. On the 31st of July my first subscription debit order went off for the full amount and no discount was app****. I immediately emailed Rentoza advising them my debited order was debited from my account however the 5% discount as promised was not app****.

I received an email from Leslie Matlou from Rentoza advising that they are happy I brought this to their attention and that they sincerely apologize for the inconvenience caused however the 5% is applicable on the next subscription which was not the case as it was promised that it will be app**** to my first month's subscription. I politely rep**** and said hope to see this reflect on my next subscription. They confirmed and advised that this will be actioned accordingly.

On the 31st of August my second subscription was paid by debit order and again the full amount was debited from my account no discount was app**** and I am livid. I am just fuming with rage and are just about fed up now with Rentoza and I want them to take responsibility for the bad service. I have emailed them once again regarding the mess up and waiting for a response. I no longer want 5% and expect more than 5% for this matter to be rectified. I have advised them multiple times of their ***** ups and if they fail to adhere to their promises that I will take this to Hello Peter. I expect them to rectify this issue, and I no longer want 5% but more than 5% for the inconvenience caused otherwise I will take this to the ombudsman. I have logged multiple complaints with them and requested for seniors to contact me and rectify these issues but to this day nothing has been resolved.

I am a very unhappy customer and have all my emails to prove otherwise. If this is not resolved in the next 24hours I am taking Rentoza to the ombudsman.