BAD CUSTOMER SERVICE

On Monday 15/04/2019 at 15:59 I placed an order on the TFG website and before I made payment I even called in to make sure that it is safe and how it would work.

The lady told me that it is completely safe and that she even prefers using the eft payment option when she does online shopping.

So, having faith in her word I made payment at 16:08 using the i-pay option on their website, and received notification that payment was successful and my order has been placed.

Using this method and not directly from my app there was however no option for me to select immediate payment. But the order confirmation email I received actually showed that the payment method I used was instant eft.

To my surprise, at 18:59 that evening I receive an email stating that they haven’t received my payment. So I send an email to ********** sending proof of payment, the sms I received from my bank stating that I paid, the confirmation from my banking app showing payment made , and a screenshot of my bank statement showing payment went through.

I received an email asking if I made a manual eft or if it was from the website, I confirmed that it was from the website and then received an email that my query has been logged.

On Tuesday morning I called my bank to confirm that everything was in order with the payment and they assured me that payment went through, even sent me payment notification to show as such. This I also sent through to ********** and received a reply thanking me for the additional documentation.

On Tuesday 16/04/2019 afternoon at 17:18 I received an email from Cameron Daniels requesting a bank statement showing my name, account number and the transaction, and to send it to their refunds department. I immediately downloaded my bank statement and sent it through to the refunds department at ********** and in this email requested that I did not want a refund, I wanted my order. But I received NO REPLY.

On Wednesday 17/04/2019 Having not heard anything from the refunds department nor Cameron for the whole day, I call in on ***at 14:20 and am told that my order is placed, that payment was received and that Cameron will most likely call me himself to advise of this as soon as he has received feedback. Oh Joy, I am happy that everything seems to be sorted and go about the rest of my day, being excited that I will be receiving my order within 3-5 days.

To my dismay!! On at 16:22 I receive an email stating that my order has been cancelled due to payment not received.

So I called again on ***at 16:53 and was told my the lady that in fact my order IS cancelled and that payment wasn’t received. HOW can I be told by one consultant at 14:20 that my order is placed and payment was received and by another not even 3 hours later the complete opposite????

So now, I am out of R 299.99 AND I won’t be getting my shoes. Even though I did pay, and sent several documents proving this.

So now, I am going to have to go through another stressfull couple of days awaiting my refund. Which I am sure will take more than the 48 hours they gave me as the long weekend lies looming.