Tampered package and my personal information disclosed to another customer

I placed a click and collect order for the first time with Superbalist on 1 May 22. I ordered Elie Saab fragrance gift box. My order was ready for collection the next day- great. Collected on 4 May.

I collected the order- everything was in order…packing was sealed-great. Got home opened the box and my gift box was not sealed and open- I thought to myself maybe it has to do with handling the box may have fallen agh it happens.

I open the Elie Saab gift set and it’s been tampered with- these are black stains on the inside of the packaging…on the shower gel and the perfume is not full- it’s leaking. I fully understand that they have a no returns or exchange policy on fragrances but I had not used the perfume and I wasn’t going to move on after I paid over R1000 for this when I got a box that was either tampered with or fragrance set that was used. Anyway, I wrote to superbalist the same day and didn’t hear from them for days. I decide to call and I speak to a lady by the name of Annesha- she empathises with me tells me about the policy and says this may be an exception we’ll have to get our guys to look at it….send pictures of the package and all. Great.

I sent the pictures on 5 May 22. It is the 10th of May and I have still not heard from her.

Finally someone responds to my mail- the one I sent in 4 May. Name: Raafiqwa.B. She asks for my details - I explain what happened- no response.

I scroll down to the bottom/first mail. My issue/complaint has been attached to another one of their customers - who is also complaining about their poor service…who also did not receive her order because it was cancelled with no explanation. I wasn’t aware of this only until after I had given “this consultant” my personal information (on request) and after another customer responded to me to say- what am I talking about….who am I etc.

This customer and I are now in a back and forth trying to figure out what is going on- this has been going on for 4 days- still no response from superbalist.

This is by far the worst online experience I’ve ever had. Superbalist claims to “have their concierge respond within 24 hours” - that’s an absolute lie. I will not be ordering with them again. Their unprofessional and unpleasant.