1 reviews | Active since Aug 2018
HORRIFIC CUSTOMER SERVICE
I made a booking with RoomsForAfrica on the 28th of July for House Zandvlei in Muizenberg. When they accepted my booking I made a 50% deposit as required on the 28th of July. On that same day, minutes after I made the deposit they informed me they were not able to accommodate. I requested a refund on the 31st of July and on the 1st of August I sent them my banking details. On Friday the 3rd of August they said my refund will be processed on the next payment day which is Monday the 6th of August. I called the contact centre on the 3rd as well and the agent advised me I will receive my refund in my bank on Wednesday the 8th of August as refunds take 3-5 working days. On the 8th I received an email saying my refund was processed only on the 8th because their finance department didn't do refunds that Monday. Today is Friday the 10th of August and I still don't have my refund, that being 5 working days after I sent them my banking details and 3 working days after they were initially supposed to process the refund.
I spoke to agents from their call centre on several occasions(Friday, Monday and Wednesday) and all I received was rude and unhelpful agents. I spoke to a manager, Kim, on Wednesday and she was just as unhelpful. All RoomsForAfrica ever did was apologise and not compensate for any financial distress. When Kim emailed me proof that the payment was processed I informed her if I do not receive my refund by Friday I will take further action. I've already spoken to an agent from the Department of Trade and Industry and I will definitely log a formal complaint with the National Consumer Commissioner if I don't get my refund before close of business today.
I am absolutely appalled by the level of customer service I experienced with this company and would not recommend anyone to make bookings for accommodation with them.
Hi Jessica
Thank you for your feedback. I am really sorry that you had a negative experience with us. Our policy is to try and be as fast as possible and refund customers within 3 -5 working days. We do have procedures to go through such as ensure that the money has cleared, check that the refund isn’t ********** etc. Once that has been done, we require approval from management and it then goes to our finance department who processes refunds on particular days. Unfortunately in this instance there was a delay for a couple of reasons – the consultants had difficulty finding your payment to match it to your reference number. Your refund was processed on the Wednesday which was 5 working days after you sent details but it takes 2 business days for banks to clear EFT payments and Thursday was a public holiday which caused another unfortunate delay. Again we are very sorry that the refund was a few days late and we will try our best in future to avoid these delays. I will be in touch to make sure that everything is resolved.
Kind Regards,
Kate
Hi Jessica
Thank you for your feedback. I am really sorry that you had a negative experience with us. Our policy is to try and be as fast as possible and refund customers within 3 -5 working days. We do have procedures to go through such as ensure that the money has cleared, check that the refund isn’t ********** etc. Once that has been done, we require approval from management and it then goes to our finance department who processes refunds on particular days. Unfortunately in this instance there was a delay for a couple of reasons – the consultants had difficulty finding your payment to match it to your reference number. Your refund was processed on the Wednesday which was 5 working days after you sent details but it takes 2 business days for banks to clear EFT payments and Thursday was a public holiday which caused another unfortunate delay. Again we are very sorry that the refund was a few days late and we will try our best in future to avoid these delays. I will be in touch to make sure that everything is resolved.
Kind Regards,
Kate