Lazy or ***********?

So here is my email correspondence below. I placed an order with a few items. The one item was an incorrect item and instead of exchanging my item, I was refunded? I would like to express my deep dissatisfaction with your processes. You guys need engineers or project managers or something to up your efficiency to be close to takealot. So I was refunded because they don't even know what stock they have?

Correspondence below:

Hi there

Let me share my email correspondence

Hi Aqeelah,

We've received your online return request and would like to apologise for sending you the incorrect item.

Unfortunately, we had to change your request for an exchange to a refund as we need to check that the stock at our warehouses is correct and we would not be able to provide you with the correct item until then.

Your collection has been scheduled and once the item is collected and booked in at the warehouse, your refund will go through. You will receive an email and SMS notification once your refund is being processed.

We apologise for this negative experience and hope that you will afford us the opportunity to make it up to you. Kind regards,

Ziyanda Booysen Online Fashion Assistant

Aqeelah Mahomed <***> Thu, Aug 6, 6:05 PM (15 hours ago) to Superbalist

Hi ziyanda

So please advise

I need to purchase this item but you changed it to a refund?

Now I should repurchase this item? It makes no sense

Because I’ll have to pay for shipping?

So I should purchase this item with the refund and pay the R60 shipping fee on top of it ?

Regards

Aqeelah

Sent from my iPhone

Ziyanda Booysen (Superbalist)

Aug 6, 2020, 10:00 PM GMT+2

Hi Aqeelah ,

Thanks for getting intouch. Unfortunately, we are unable to confirm when the stock check will be done by the relevant department, the exchange has been converted to a refund as we are not able to provide you with the correct item until then.

Once again, I apologize for the delay and inconvenience caused by this,we understand that this must be a disappointment and are truly sorry for this error.Please be advised that this is something we are working on to improve customer experience with Superbalist for future orders.

Thank you so much for your patience and understanding. Kind regards,

Ziyanda Booysen Online Fashion Assistant

kenesha bosch (Superbalist)

Aug 7, 2020, 8:35 AM GMT+2

Hi Aqeelah,

Thank you for contacting Superbalist,

Your order *** was R2996,

Therefore there was no shipping fee that was paid, as your delivery was free because it exceeds the R450 threshold,

I hope this has brought you clarity,

Have a lovely day,

Kind regards,

kenesha bosch Online Fashion Assistant

Aqeelah Mahomed <***> 9:16 AM (3 minutes ago) to Superbalist

Hi Kenesha

Yes I see that, so technically I did spend over that threshold

Yet instead of exchanging my item, that Superbalist wrongfully shipped; I need to now purchase that item and pay for shipping

This does not make any sense to me, I dont want a refund. I want the item I chose

Your system and process is flawed, this is illogical

Superbalist should actually confer with your warehouse and send me the item I wanted

That would be due process and rectifying the issue

Not refunding me and having me pay for shipping when I paid over the threshold?

Do you understand where I am coming from?

Kind Regards

This is borderline comedic. This makes absolutely no sense! You don't know as a company what stock you have? So how accurate is the "1 left" "2 left" and dispatching of orders? This is unprofessional for you not to know what you have and not be able to trust the dispatching warehouse to send the correct item? It's embarrassing

There should atleast be some sort of picture to help the person and processes to ensure the codes picked are correct

So, my item can't be exchanged and sent to me? When the company sent the wrong item? So I qualified for free shipping but now I need to purchase this belt and pay for shipping?

This is either laziness or incompetence o the companies behalf and I have never heard something so absurd and I'm an avid online shopper

Rectify your processes