Refund delay has been over 45 working days now.

<p>I have been a Spree customer for 3 years now and have never had any issues or difficulties with the refund process up until now. I usually pay via my credit card, however, this time I decided to use the EFT option for the first time. I paid for my order and ensured I opted for an immediate transfer in order to be sure that the process would be smooth and quick. I placed my order on 7 June and it was delivered shortly after that. As usual I tried on everything and the items that did not meet my expectations (style not suiting me or changing my mind) were acknowledged on my profile and requested to be returned. My refund request was entered on the 9th of June. The return was picked up shortly afterwards. </p> <p> </p> <p>I noticed that my refund was taking some time but realised that the EFT refund takes a bit longer (21 days) than a credit card or store credit refund takes. I decided to wait it out. Since the 21 days have passed, I have been back-and-forth with the call centre team to deal with the issue of not having received my EFT refund as yet. They subsequently have sent me on a run around of checking my previous bank statements for their refund up until the point of me logging onto my Spree account to ensure that a store credit was not mistakenly given to me instead. I noticed that the status of the return was still ‘requested/returned’. However, the more I checked my profile, I noticed that the status was changed to ‘received’ and then to ‘complete’ without the actual issue having been sorted out as yet.</p> <p> </p> <p>Upon dealing with all of these issues, I called Spree yesterday and only received some sort of attention once I told them that I was going to Hello Peter if this issue was not sorted out immediately. I subsequently received the following mail from them yesterday afternoon.</p> <p>“Shafeeah (Spree)</p> <p>Aug 10, 11:08 SAST</p> <p>Dear lyndallmt,</p> <p>Thank you for your support at Spree!</p> <p>Kindly provide us with the following details, in order for your EFT refund to be processed:<br /> • Customer name<br /> • Bank name <br /> • Account type <br /> • Account holder name<br /> • Account number<br /> • Order number<br /> • Refund amount</p> <p>You are welcome to advise if you would prefer to have store credit uploaded to your profile, as this will shorten the refund process, as funds may take up to 3 working days to reflect into your account after being processed, whereas store credit will be uploaded immediately.</p> <p>Kindly note that if we have not received your banking details within 48 hours, store credit will automatically be loaded to your account.</p> <p>We look forward to receiving your feedback.</p> <p>Kind regards, <br /> Payment Ops Team”</p> <p> </p> <p>I then responded with the following email to them and included their requested information (I have removed the relevant information from this post as it is confidential):</p> <p>“Good afternoon,</p> <p> </p> <p>Thank you for this email.</p> <p> </p> <p>Please see my details below.</p> <p>• Customer name - … … …<br /> • Bank name - … … …<br /> • Account type - … … …</p> <p>• Account holder name - … … …<br /> • Account number - … … …</p> <p>• Order number - - … … … and the product return number is - … … …</p> <p>• Refund amount - R4,793.00</p> <p> </p> <p>Please note that I would not like store credit and would like this to be paid back into my bank account.</p> <p> </p> <p>Given the circumstances that this refund is being made, I would like you to take note of the following and action accordingly:</p> <p>1. All of the details you have requested above is part of my Spree profile and therefore, should have been easily accessible on your side. Therefore, please acknowledge that this is indeed unreasonable for you to have sent me this request.</p> <p>2. During the back-and-forth of this request, I noticed that my returns profile had changed twice. Its current status for this return is ‘complete’. Please explain how this return can be complete if I have not received my refund as yet.</p> <p>3. It is rather cheeky of your email to state that this refund will be returned via store credit if I do not reply within 48 hours. Given that Spree is behind in this refund (by 2months), it is completely unreasonable and unacceptable for it to place the timing in my court.</p> <p>4. When stating that I should look at my cheque accounts history for your refund, your last request was to look at the 9th of June. Please note that this is the date that I had entered the return and not the date of the refund being executed. This was also a waste of my time and seemed to extend the request timing by pushing the ball back into my court numerous times.</p> <p> </p> <p>I find this experience to have been extremely negative and a real ordeal. Therefore, I formally request that you:</p> <p>· Refund me with an immediate payment as I do not believe that the Spree finance team will indeed handle this issue well. Therefore, I am not prepared to wait another 3 days for the refund to reflect in my account.</p> <p>· Also provide me with an immediate email stating that Spree is indeed at fault, which faults these are and how this will be corrected moving forward.</p> <p> </p> <p>Please note that if the above is not completed within 24 hours, I will definitely be advancing this issue to Hello Peter to ensure that your other customers do not experience the same dilemma in the future.</p> <p> </p> <p>Kind regards,</p> <p>Lyndall”</p> <p> </p> <p>I now notice that Spree has a 3.2 rating out of 10 on the Hello Peter website with the majority of ratings sitting at 2. I definitely agree with the 2 rating. Given that Spree has not responded to me at all, I am posting this on Hello Peter in the hopes that my issue does not only get sorted out but that other customers do not experience the same dilemma in the future. </p>