Useless service & refund not being paid

I have been waiting for a refund from this company since the 19 March for an order that was never delivered. Their admin & management (Devon) was useless, after 6 weeks of waiting for feedback, I got hold of the owner, Clint. Know its been 2 weeks since I was promised a refund by Clint. Was told on Monday 6 May that it was signed off and will be paid 7th. Still nothing and no feedback. Company doesnt reply on emails. Contact details: Admin/Devon - *** Clint - ***

--------- Forwarded message --------- From: Jarine Wesseloo <***> Date: Fri, Apr 26, 2024 at 10:07 AM Subject: Terrible Service & Refund Request To: <***>

Good day,

I need to follow up with regards to a refund I requested for an order placed on 5th March and paid on the 6th March.

Please see attached proof of all whatsapp conversations since the 5th March.

I placed an order on 5th March which was paid on 6th March. I was advised on the 8 March my delivery would take place the following monday (11 March). 11 March at about 12:03 I followed up to find out when delivery will take place and was told that they will follow-up with the driver. At 16:10 I followed up and got the automated response "THank you for your message. We're unavailable right now, but will respond as soon as possible.".

On the 12th at 9:49 I followed up with regards to my delivery, was told that they have followed up with the driver and will ask Clint if he can deliver when he comes back from Magalies. At 14:21 I followed up again, was told they will follow up with the driver.

On the 13th at 8:59 I followed up again, and got no reply. Followed up again at 12:57 and was told about the armed ******* and that they will advise when drivers will go out again.

On the 18th March another week later I followed up about delivery and asked if I could rather have a refund. Got the automated response.

At 16:23 I sent a message stating I wanted a refund.

On the 19th March I received a reply and was asked for my banking details. I rep**** and stated that while I understand everyone is rattled by the armed *******, you still need to communicate with your clients. I sent my account details.

On the 20th March I was told my bank details was sent to the boss and they will follow-up on the status of the refund.

On the 26th March (another week later) I followed up about the refund, and was told they will follow-up.

On the 28th March I followed up again and was advised it would be done with month-end payments, and should be done that day.

2nd April I followed up again, got automated response.

3rd April followed up, was told they were closed on 2nd April and will follow up.

4th April followed up, and asked for managers number. Got a reply on 5th April and was told the manager will contact me and chat to finance about the refund.

On the 8th April I was told my refund will be paid that day.

I advised I will let them know as soon as payment shows. I was told on 9th April that refund was paid from a different bank, so it will take a couple of days which was 100% understandable.

On the 11th April I asked for Proof of refund as it was not showing in my account as yet. and received no reply.

12th April I asked if Manager can phone me. Got the automated response. I then advised I will post a complaint on Hello Peter.

At 8:25 i got the following reply: "Morning I will request it. Please also tell them about the good service you received too. This is the manager on what’s app now. We don’t appreciate threats. Our lady’s never charged you deliver fees for orders below R1000, please advise if you want a refund or your order? Regards Devon"

I dont think thats the right way of approaching a client thats been waiting a month for a refund.

I advised with the following: "This is not a threat, I have been very patient with u guys. I paid my order 5 weeks ago and then the excuses started. Then every week I was told my refund will be paid. Monday I was advised my refund will be paid monday afternoon 8 April. And still nothing." I was then told about processed to follow etc etc, which I do understand, but surely it cannot take 15 working days to process a refund???

I then went on to explain the whole issue and what happened, when I placed order, when I asked for refund, when I was told a refund would be paid etc etc.

Devon then told me he was going through the messages and trying to sort out issues for the boss and see where they can improve on service levels.

On the 15th April I followed up again on the refund. No reply. 16th April I followed up again at 6:37, 10:00 and got automated response. When I followed up at 11:00 I was told they had connectivity issues and that Decon is sorting payment out with accounts. I was told he would get back to me during the course of the day. NO REPLY.

On the 17th April I was asked if the ladies sent me a refund form. I rep**** stating that NO ONE sent me a refund form, but I will glady fill in a form and supp**** my email address. Devon then advised that the form will be sent to me.

On 19th April I followed up with regards to the refund form being sent to me, and got no reply.

22nd April followed up again at 6:27 and 8:20 and at 8:45 I was told Devon will chat to me and follow up as they were in a meeting. NO REPLY.

23rd April followed up again, got automated reply and then at 8:51 was told Devon will be in contact with me, as he was sorting out the accounts.

25th I followed up AGAIN, got automated response.

26th (this morning) I followed up again, got automated response. At 8:54 I got a response saying Devon is sorting it and that I spoke to devon last week not 2 weeks ago (but Ive been speaking to him since 12th april, which is 2 weeks) Was told they have processes and I should send an email to this address, what that will do, I dont know.

Havent received a response as yet.

As you can see I have been really patient will ALL the staff from the day I paid for the order, but this is really horrible service. Everytime I HAVE to follow-up and then only to get replies like "he will follow-up, or he will contact me" and me having to follow up again?

All I want is for my refund of R478.00 to be paid back to me. I paid on 6 March and asked for refund on 19th March already.

Please can this be sorted our ASAP.

Regards Jarine