Black Eyed Friday

Before BlackFriday I added a whole lot of items to my wishlist...it was for swimwear.When I eventually came to the payment page, the system had logged me out. I thought the system might have been overwhelmed with payments and I logged back in immediately. When returning to the Basket items all my items were gone. I was distraught, When I selected the items again, it was unavailable. I then proceeded to purchase other items to which I made payment. After this I made a second purchase for Home Items and paid in full. After looking at my bank I see three purchases has gone through for three instead of the two. I looked at my "Track your order" items that I initially wanted was on my order and saw that the items did in fact go through my bank. I sent an email the Saturday (After Black Friday) informing them of the mistake and had received no response. When phoning their offices the Monday, I was told by the Call Centre agent that they can not return the items as its already been sent and that they can not do credits on Swimwear Items. What really grates my cheese is that they were informed of this before the order was expedited, 2. The order can be kept back and the items removed which was duplicated. I fully agree that intimate wear and swimwear can not be returned due to hygiene reasons. But here is the clincher people, if I have not even received the package, why not credit and save face with the client. I spoke to a Manager by the name of Masibula. I told him that I have received no items and informed them via email on Saturday of which some agent that was attending to it asked for my order number in question. All she/he had to do was read the email and all the information was on it.

I am a avid online shopper and my first few orders with you as a company was a disaster. Some nuggets of wisdom: 1. Communication is key here people when dealing with a client, some empathy would not ****. If your supplier agreements are set up badly, why must the consumer pay for your poor negotiation s****s? 2. In retrospect, the Value I wanted to return (R400) did not even make a dent in the purchases I made with your company.(R3781). So R400 worth losing a client for? I guess so. I have come to realise why a lot of people are still not using online platforms to make purchases. The key difference between online shopping and instore shopping is this.... There is the human interaction which is a key element to secure trust with your client. The interaction I have in store would be better handled. Superbalist has failed by not returning or attempting to contact me. The fact that the credit could not be done was a pathetic excuse that suppliers don't accept returns. I will keep the swimwear duplication or donate it even to a worthy cause, but I have lost faith and trust in your brand.

Black Eyed Shopper