ORDER AT YOUR OWN RISK

Item: Revibe
Rating: 1
Author: thato T

The order was placed on 28/10 and was scheduled for delivery on 04/11. While the order was marked as delivered, it was sent to the wrong address. Revibe’s courier, DHL, changed my address and delivered the parcel incorrectly. I reached out to Revibe for assistance, but instead of investigating the matter with DHL, I kept receiving the same response: “Order successfully delivered.” This ignores the fact that the delivery was made to the wrong person. I have been in contact with Hatem and Kermina, but unfortunately, there has been no resolution. I have requested a refund because I will not pay for something I did not receive. Yet, I was advised again that the order was successfully delivered. This is unacceptable. Please process my refund immediately.

Helpful (0)

Replies (3)

Revibe's replyOfficial

20 Nov 2025, 08:36

Hello Thato,

We understand your frustration, and we truly apologize for the stress this situation has caused. After investigating with DHL, we found that the courier contacted the original phone number you provided on your order, and the person using that number confirmed the delivery. DHL also recorded that the parcel was received by Thato Seleso, which matches the name on the order, and your signature appears on the delivery document.

We are currently trying to call the same original phone number again to reconfirm the delivery details and ensure there is no misunderstanding.

Please allow us a little time to complete this verification so we can resolve your case properly.

Please don’t hesitate to reach out if you need any further assistance—we’re here to support you.

Sincerely,
Revibe Customer Experience Team

Revibe's reply20 Nov 2025, 08:36

Official

Hello Thato,

We are currently trying to call the same original phone number again to reconfirm the delivery details and ensure there is no misunderstanding.

Please allow us a little time to complete this verification so we can resolve your case properly.

Please don’t hesitate to reach out if you need any further assistance—we’re here to support you.

Sincerely,
Revibe Customer Experience Team

thato T's updateReviewer Update

20 Nov 2025, 15:12

I am very disappointed that excuses are still being made instead of resolving this matter. Please check my details on your system and confirm the correct number associated with my profile.

For your reference, the Proof of Delivery shows the order was signed for by someone named Dennis—a person I do not know. This clearly confirms that the parcel was delivered to the wrong address.

thato T's update20 Nov 2025, 15:12

Reviewer Update

I am very disappointed that excuses are still being made instead of resolving this matter. Please check my details on your system and confirm the correct number associated with my profile.

Revibe's replyOfficial

29 Dec 2025, 16:40

Dear Thato,

I am thrilled to hear that the refund has been successfully credited to your account. We are happy that you have your funds back, and we appreciate your patience throughout this process.

I want to take a moment to address the issue that led to the refund. We are devastated by the mistake that transpired with DHL, and we took immediate action once they finally admitted to us the delivery mismatch. Please accept our sincerest apologies for the inconvenience and distress this has caused you. We understand how frustrating it must have been to experience this, and we regret that it happened.

We are glad that we could resolve the issue from our end, despite DHL not reimbursing us for the lost package.

Once again, thank you for your understanding, and we hope that you will give us the opportunity to serve you better in the future.

Best regards,

Shehab Eldin

Revibe Customer Experience Team

Revibe's reply29 Dec 2025, 16:40