KW
Kajal W
1 reviews | Active since Jun 2022
13 Jun 2022, 13:26
Product not delivered. Yelled at by Service Consultant
Bought a slicer and had a rolling pin delivered instead. Contacted Customer Services and they blamed the courier company, was yelled at by the service consultant over the phone and then had him hang up on me. Overall a bad experience
Helpful (0)
Replies (4)0
Replies (4)
RESTOQUIP SA's replyOfficial
13 Jun 2022, 13:44Att: Kajal W. / Ma***o Security Patrols
Update:
Fri 10 June:
- Customer receives incorrect parcel, as result of a switched parcel made by courier.
- On the same day we started tracing where the correct parcel was sent to.
Mon 13 June:
- We were still waiting for feedback from courier as to where the customers parcel was sent to.
- Customer does not want to wait 1-2 days to resolve the issue, and route the correct parcel to them, despite still being within the original advertised delivery timeframes.
- Customer also declines full refund offered to them twice on the same day via telephone call.
- So customer does not want it to be resolved and be sent their correct parcel, and does not want a full refund, so what do we do?
Tue 14 June:
- Customer then emails asking to accepted the offer of full refund
(Despite saying on Hello Peter they were never offered a refund, which was proven false by our call recording where you can hear we offered it twice, and it was declined).
Wed 15 June:
- Customer is refunded in full on the same day, as originally offered, and originally declined twice.
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Update:
Fri 10 June:
- Customer receives incorrect parcel, as result of a switched parcel made by courier.
- On the same day we started tracing where the correct parcel was sent to.
Mon 13 June:
- We were still waiting for feedback from courier as to where the customers parcel was sent to.
- Customer does not want to wait 1-2 days to resolve the issue, and route the correct parcel to them, despite still being within the original advertised delivery timeframes.
- Customer also declines full refund offered to them twice on the same day via telephone call.
- So customer does not want it to be resolved and be sent their correct parcel, and does not want a full refund, so what do we do?
Tue 14 June:
- Customer then emails asking to accepted the offer of full refund
(Despite saying on Hello Peter they were never offered a refund, which was proven false by our call recording where you can hear we offered it twice, and it was declined).
Wed 15 June:
- Customer is refunded in full on the same day, as originally offered, and originally declined twice.
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
LAST RESPONSE:
As we have advised you on many occasions telephonically, the courier switched the parcel which was delivered to you only on this past Friday 10 June 2022.
We do not have control over this.
But we can rectify the situation - but it seems you do not want to give us the time and opportunity to do so.
We also offered you a FULL REFUND immediately, but this YOU DECLINED.
As advised many many times, the parcel was only delivered on Friday 10 June 2022.
It is now only the next working day, Monday 13 June 2022.
We have advised you numerous times in between that the issue is being actively investigated by the courier, the parcel traced and correctly re-delivered to you.
We advised you numerous times via call and email that we are awaiting updates from the courier.
FULL REFUND OFFERED:
We at our own initiative then offered to cancel the order and fully refund you immediately today 13 June 2022.
YOU turned this down.
If you don't want to be refunded, then you need to allow the organisation the time and space to rectify the issue.
Note as per our communication, your order as per our advertised order processing and delivery timeframe would only be delivered between 14-16 June 2022.
We are still within this time period.
As advised numerous times, we cannot give you information on updates if we do not have it.
Once we receive updates, we have confirmed numerous time that we will let you know immediately.
But the choice is yours.
Al low us - and the courier - time to resolve your parcel delivery mix-up, or allow us to cancel the order and refund you.
More than that we cannot do.
RESTOQUIP SA's reply13 Jun 2022, 13:44
Official
Att: Kajal W. / Ma***o Security Patrols
Update:
Fri 10 June:
- Customer receives incorrect parcel, as result of a switched parcel made by courier.
- On the same day we started tracing where the correct parcel was sent to.
Mon 13 June:
- We were still waiting for feedback from courier as to where the customers parcel was sent to.
- Customer does not want to wait 1-2 days to resolve the issue, and route the correct parcel to them, despite still being within the original advertised delivery timeframes.
- Customer also declines full refund offered to them twice on the same day via telephone call.
- So customer does not want it to be resolved and be sent their correct parcel, and does not want a full refund, so what do we do?
Tue 14 June:
- Customer then emails asking to accepted the offer of full refund
(Despite saying on Hello Peter they were never offered a refund, which was proven false by our call recording where you can hear we offered it twice, and it was declined).
Wed 15 June:
- Customer is refunded in full on the same day, as originally offered, and originally declined twice.
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Update:
Fri 10 June:
- Customer receives incorrect parcel, as result of a switched parcel made by courier.
- On the same day we started tracing where the correct parcel was sent to.
Mon 13 June:
- We were still waiting for feedback from courier as to where the customers parcel was sent to.
- Customer does not want to wait 1-2 days to resolve the issue, and route the correct parcel to them, despite still being within the original advertised delivery timeframes.
- Customer also declines full refund offered to them twice on the same day via telephone call.
- So customer does not want it to be resolved and be sent their correct parcel, and does not want a full refund, so what do we do?
Tue 14 June:
- Customer then emails asking to accepted the offer of full refund
(Despite saying on Hello Peter they were never offered a refund, which was proven false by our call recording where you can hear we offered it twice, and it was declined).
Wed 15 June:
- Customer is refunded in full on the same day, as originally offered, and originally declined twice.
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
LAST RESPONSE:
As we have advised you on many occasions telephonically, the courier switched the parcel which was delivered to you only on this past Friday 10 June 2022.
We do not have control over this.
But we can rectify the situation - but it seems you do not want to give us the time and opportunity to do so.
We also offered you a FULL REFUND immediately, but this YOU DECLINED.
As advised many many times, the parcel was only delivered on Friday 10 June 2022.
It is now only the next working day, Monday 13 June 2022.
We have advised you numerous times in between that the issue is being actively investigated by the courier, the parcel traced and correctly re-delivered to you.
We advised you numerous times via call and email that we are awaiting updates from the courier.
FULL REFUND OFFERED:
We at our own initiative then offered to cancel the order and fully refund you immediately today 13 June 2022.
YOU turned this down.
If you don't want to be refunded, then you need to allow the organisation the time and space to rectify the issue.
Note as per our communication, your order as per our advertised order processing and delivery timeframe would only be delivered between 14-16 June 2022.
We are still within this time period.
As advised numerous times, we cannot give you information on updates if we do not have it.
Once we receive updates, we have confirmed numerous time that we will let you know immediately.
But the choice is yours.
Al low us - and the courier - time to resolve your parcel delivery mix-up, or allow us to cancel the order and refund you.
More than that we cannot do.
KW
Kajal W's updateReviewer Update
13 Jun 2022, 15:37The solution was an easy fix. Despatch the correct item and resolve your internal issues with the courier. The fact that you are saying you offered a refund which I declined is laughable! I requested the refund procedure and you couldn't give me a definite response over the phone. When I asked for you to send the slicer by courier to replace the one you lost, you said I would have to purchase a new one and pay a 2nd time and wait for the refund process to cancel the 1st order! Your customer service is non-existant as you ended up yelling at me the customer over the phone and said I was being rude when all I was asking is if the parcel would be assessed if it was opened and used before being sent to me or alternative to retrieve your lost item and despatch another one off the shelf. You went on to say that you no longer wish to have any further business with myself and promptly cut the call. Is that how you choose to "rectify" the situation? Bury your head in the sand and wish away the problem? I received in total 3 emails from yourself. The 1st to indicate that you received payment and delivery was to be between 10-13 June. That did not happen. The 2nd email was to indicate that you would find out from the courier where the correct item was delivered and the 3rd email was to indicate that you did not as yet know what was going on. You did not call me at any point in time, I had to call you out of my own accord. I also called the courier company when yoy blamed them for mixing up the waybills which they denied and said that the parcels are collected with the waybills already attached. I have the phone recordings for anyone interested in hearing how you approached me to rectify the problem and the refund I allegedly refused.
KW
Kajal W's update13 Jun 2022, 15:37
Reviewer Update
The solution was an easy fix. Despatch the correct item and resolve your internal issues with the courier. The fact that you are saying you offered a refund which I declined is laughable! I requested the refund procedure and you couldn't give me a definite response over the phone. When I asked for you to send the slicer by courier to replace the one you lost, you said I would have to purchase a new one and pay a 2nd time and wait for the refund process to cancel the 1st order! Your customer service is non-existant as you ended up yelling at me the customer over the phone and said I was being rude when all I was asking is if the parcel would be assessed if it was opened and used before being sent to me or alternative to retrieve your lost item and despatch another one off the shelf. You went on to say that you no longer wish to have any further business with myself and promptly cut the call. Is that how you choose to "rectify" the situation? Bury your head in the sand and wish away the problem? I received in total 3 emails from yourself. The 1st to indicate that you received payment and delivery was to be between 10-13 June. That did not happen. The 2nd email was to indicate that you would find out from the courier where the correct item was delivered and the 3rd email was to indicate that you did not as yet know what was going on. You did not call me at any point in time, I had to call you out of my own accord. I also called the courier company when yoy blamed them for mixing up the waybills which they denied and said that the parcels are collected with the waybills already attached. I have the phone recordings for anyone interested in hearing how you approached me to rectify the problem and the refund I allegedly refused.
RESTOQUIP SA's replyOfficial
13 Jun 2022, 16:55Whoops - you just caught yourself in 1 or more lies.
Before making up stories about us offering you a full and immediate refund the same day, maybe make sure you are not caught out by the call recording.
We too have the 6 minute call recording.
In the link below, is a call extract where we CLEARLY offer you a full immediate same day refund TWICE, which YOU DECLINE.
FACT!
https://we.tl/t-JOIl4pmz4f
There are also other made up conversations in your second reply, which either we never said, or which never did happen.
Again proved by the call recording we have.
Before making up stories about us offering you a full and immediate refund the same day, maybe make sure you are not caught out by the call recording.
We too have the 6 minute call recording.
In the link below, is a call extract where we CLEARLY offer you a full immediate same day refund TWICE, which YOU DECLINE.
FACT!
https://we.tl/t-JOIl4pmz4f
There are also other made up conversations in your second reply, which either we never said, or which never did happen.
Again proved by the call recording we have.
RESTOQUIP SA's reply13 Jun 2022, 16:55
Official
Whoops - you just caught yourself in 1 or more lies.
Before making up stories about us offering you a full and immediate refund the same day, maybe make sure you are not caught out by the call recording.
We too have the 6 minute call recording.
In the link below, is a call extract where we CLEARLY offer you a full immediate same day refund TWICE, which YOU DECLINE.
FACT!
https://we.tl/t-JOIl4pmz4f
There are also other made up conversations in your second reply, which either we never said, or which never did happen.
Again proved by the call recording we have.
Before making up stories about us offering you a full and immediate refund the same day, maybe make sure you are not caught out by the call recording.
We too have the 6 minute call recording.
In the link below, is a call extract where we CLEARLY offer you a full immediate same day refund TWICE, which YOU DECLINE.
FACT!
https://we.tl/t-JOIl4pmz4f
There are also other made up conversations in your second reply, which either we never said, or which never did happen.
Again proved by the call recording we have.
KW
Kajal W's updateReviewer Update
14 Jun 2022, 17:26You are being very selective in your cropped and looped recording of our conversation out of 2 separate 8 minute each conversations you've only uploaded 3 seconds. Why not upload the full recordings? Is it because then you will demonstrate that your customer service is indeed wanting? Conveniently you've left out where you stated that the only way I'd get a refund is if I ordered and paid for a second slicer and then inly 1st order would be canceled and refunded.
KW
Kajal W's update14 Jun 2022, 17:26
Reviewer Update
You are being very selective in your cropped and looped recording of our conversation out of 2 separate 8 minute each conversations you've only uploaded 3 seconds. Why not upload the full recordings? Is it because then you will demonstrate that your customer service is indeed wanting? Conveniently you've left out where you stated that the only way I'd get a refund is if I ordered and paid for a second slicer and then inly 1st order would be canceled and refunded.