Got an issue, sorry you cant talk to anyone.

Ordered clothing via the app, they failed to deliver after I paid extra for next day delivery. After 2 failed attempts they cancelled my order and refuse to refund me, my entire amount, stating that the courier fee is non refundable. Their reason is that they couldn't get a hold of me. They were using an old number of mine, yet they could call me on the correct number to notify me the order was cancelled, they correct number which was on their system. So to notify me of the cancellation, they knew how to get a hold of me but not for the delivery. Then when I called them, they just said sorry the R90 will not be refunded. I asked to speak to a manager and was repeatedly told I cant speak to a manager, they can only escalate my query. Having been through this process before, this is their way of giving you the same news but in writing where you can have no discussion about it. They escalate it, so you cant talk to anyone and then in a few days you just receive a email, stating the matter was investigated and the refund will not be done, so you as customer cant dispute it, because the only way you can try is by calling the call center and then the loop begins again, "you cant talk to anyone - its escalated - email stating your refunded will not be done" Clever way to avoid unhappy customers. Surely a customer driven company would allow you to speak to someone that can give you an answer, not just a call center person that reads answers prepared for them in a manual. After I refused to accept it, and insisted on talking to a manager, I was put on hold until I eventually dropped the call 30min + later. So basically , you cant talk to anyone who can resolve your query and if you refuse to accept it, we will leave you on hold until you drop the call, 1st class service.