NG
Nabeelah G

1 reviews | Active since Mar 2018

28 Jan 2021, 13:35

Pathetic customer service 4 times in a row

Last year I experienced 4 separate incidences involving system errors when ordering online on the sport scene website. Mid last year I ordered a takkie for my sons birthday, after escalating issues regarding stock and receiving no correspondence back , constantly having to use my personal line to call the call center because no one ever called me back. I was informed that the system had an error and the stock only reflected because the box was at the store but the takkie its self was ****** therefore the stock still reflected on the system. Nothing was done to rectify this or at least compensate me for the fault that was on their side. The 2nd system error occurred when Soda bloc advertised a promo code that didnt work, again I contacted the call center and was informed that nothing could be done, after an investigation was done, The agent informed me that it was a system glitch. The 3rd next order I placed was on Cyber Monday. The order I had placed did not qualify for the offered discount due to a system glitch. Again after escalating the issue regarding the price difference and receiving no correspondence back , constantly having to use my personal line to call the call center because no one ever called me back. Finally a manager took the call and offered me a R100 voucher which didn't even cover the price difference. After Highlighting this fact, I was offered a R150 voucher. This January when I finally decide to use my voucher, I order a size 9 takkie on sale and receive an order placed for a size 11. I phone the call center only to speak to a Mikyle that obviously was not well trained as he advised me that there is stock everywhere in SA expect Durban, after I had repeatedly stated I am in Durban. After asking to speak to the manager, I was placed on hold and he cut the call. waited for a call back unfortunately the TFG group does not value their clients because no call back was received. I called again and was put on hold to speak to a manager and the agent cut the call again. Still no call back. A system that has constant errors with staff that treat clients horribly. Customer service obviously isn't a priority to them huge entity.

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Replies (3)
TFG
TFG's reply01 Feb 2021, 18:55
Official
 Dear  Nabeelah  Thank you for taking the time to let us know about your experience with TFG, we are really disappointed with the less than desirable service. 

This matter will be addressed and resolved with the highest priority.   The reference number for this query will be emailed to you shortly.     Kind Regards TFG Customer Support Team 
NG
Nabeelah G's update03 Feb 2021, 12:13
Reviewer Update
I appreciated the response however once again the customer service is disappointing.

This review was posted on the 28th of January 2021.

Your response was on the review was 5 days later.

The response I received on email was 6 days later, yesterday.

Today I reply to the email response only to receive an out of office from the employee assigned to this issue.

How is this customer service?
NG
Nabeelah G's update11 Feb 2021, 10:31
Reviewer Update
I have been allocated an agent that does not call me when promised to and does not respond to emails. Please can management call me urgently before this matter is escalated to the Ombudsmen!