Shocking Superbalist as usual

Absolutely shocking service yet again from Superbalist (sorry takealot, it's not 100% you, but same company, so same same, right) I ordered a pair of New Balance shoes, just in time for my Marathon this weekend, they arrived today and the front toe box of the shoe was broken, it was pointing and hurt the toe and would also eventually make a whole in the shoes upper. I called Superbalist and was very nice explaining that these were ordered to be used this weekend. The Call centre agent assisting me said they complete understood my frustration and would escalate the matter and promised to phone me this morning, with an outcome on what they could do to assist. Needless to say I am still waiting for a call at 23.00pm. Sadly this is not my first run in with superbalist. I have had issues with them in the past, I once ordered a pair of Polorised Sunglasses from Superbalist. when the glasses arrived they were not polarised. Superbalist then said unfortunately they had put the wrong picture up on the site. This is where it gets worse, they did not offer to send me the correct glasses as advertised and the glasses I bought according to picture and description. Instead they offered me a 30% discount on my next purchase BUT limited the brands that I could order from (which obviously excluded the brand of sunglasses that I had bought) AS WELL as put a time limit on the so called discount voucher. The people I dealt with were incredibly rude and not much help either. So much so, that I never even used my amazing discount voucher as I did not want to support a company that treats clients in this way. It's been a few years now and I decided to get over the previous terrible experience and give them a go again (good guy me) but boy was I disappointed yet again. Do Superbalist not have quality control? Do they not check that the products they are sending out are what the client has ordered? I have supported both Takealot and Superbalist plenty over the years, in fact while I write this I await the arrival of a takealot order. But their customer service is absolutely shocking.

Let me tell you a story completely opposite to this. In December I ordered from Boardriders (Billabong) online. The order never arrived, I phoned to find out when I could expect it to arrive as it missed Christmas. Boardriders got back to me within an hour, they apologised and stated that they could not track the parcel and it seems to have been lost in transit. Not only did they get back to me very quickly, they already had a waybill number for the new parcel being sent. But wait Superbalist it got even better, they explained that as a frequent buyer they wanted to apologise and that they had refunded me for the order, but had still sent a new order. I explained that I did not want anything for free, I was very happy to pay for my products, I just wanted them to arrive. They insisted that the refund had already been processed and that they new items were on the way. This was all done in one phone call from me to them to find out about a order and one phone call back from them in less than an hour. Not false promises from a Superbalist team who never phone back or who only respond to emails when you email back AGAIN and AGAIN.

Superbalist I do not want anything from you, but I do think it's important that you know how your competitors handle customers and ensure that the customers are having a positive experience.

I'm bitterly disappointed that after taking a break from Superbalist due to a bad experiences, I decided to give them one more shot, only to be let down like this again.

Let's pick it up Superbalist, this isn't good business. I also have friends who have had a few similar bad experiences with Superbalist. Maybe Social media should have it's say on this and let's see what's really going on here.