Damaged goods delivered - no response

<p>To start by saying in the last 12 months I have purchased a fortune of products through Superbalist. I have generally found them efficient and hassle free. That is until things started to go wrong and I had to TRY and engage customer services - the ***** in the chain.I have complained multiple times about their couriers inability to co-ordinate suitable time slots to make deliverys, and have wasted entire days waiting around for drivers that pitch at 5:15pm. Regardless that issue lies with the courier, and is not my grievance with Superbalist.</p> <p>However the fact that Superbalist offered no response whatsoever to that was indicative of their poor customer service.</p> <p>On 18th October I recieved a 3 part delivery of a VERY large order placed on Superbalist. As mentioned previously I have placed multiple, highly expensive orders throughout the last 12 months. Due to a cancellation from a client, I needed to return (for the first time) a portion of the order. I processed this online via the Superbalist returns gateway, and then had 3 botched collections due to their inability to co-ordinate and effectively manage their couriers. This wasted a lot of my time. Th edriver, had no waybill, no instructions / list as to what he was collecting and on the 2nd attempt told me he did not have space in his vehicle as he had no idea that he was collecting such bulky items. Eventually this return was successfully processed. But abysammally dealt with on part of Superbalist, and the inept customer service consultant Nontuthuko Khumalo. </p> <p>My main grievance is related to a damaged item.</p> <p>One item in this order, a framed artwork, arrived seperately from the bulk order. When I opened the package, within 30mins of the delivery, I found a cracked and broken glass frame, and in fact cut myself in the process. I immediately took photographs to record the damage was on delivery.</p> <p>Unfortunately, the Superbalist website had not updated the Order gateway to display this item as delivered (a technical glitch on Superbalist) so there was no way of me proceessing / reporting the damage through their channels. I hence emailed customer supprt, and recieved a request from Lerato Hlatshwayo to forward the photos. I did so immediately.</p> <p>I have still to date, recieved no feedback, response or any communication from Lerato, or any other Superbalist consultant after multiple follow up emails and requests.</p> <p>I find this unacceptable.</p> <p>I did recieve an email from Superbalist asking me to rate Lerato's performance!!!!</p> <p>I also note the item was only processed on their online system as delivered 15 working days later.</p> <p>So here I sit, with a broken item, that I followed all possible means to report as damaged in accordance with consumer rights and timeframes.</p> <p>This is a direct violation of the South African Consumer protection act.</p> <p> </p> <p>While I have enjoyed a long run of Superbalist orders, I cannot say I am encouraged to ever order anything via them again. It is DISGUSTING!!!!!!!!!!!!!!!!!!!!</p> <p> </p>