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devina C
1 reviews | Active since Apr 2014
10 Dec 2019, 13:29
Pathetic service from TFG!
Two instances for Black Friday deals that have left me completely horrified at the level of customer service with this large retail group. First instance deals with an IBT for a sneaker from Sportscene that I requested based on a black Friday promotion and due to the delay of the transfer between the Cape Town store and Johannesburg store, the store at Northgate (JHB) does not want to honour the Black Friday promotion. This is really pathetic customer service, after Brogen at your customer service call centre assured me that the promotion would be honoured by the receiving store as it will be based on the day that the IBT was requested. You are more than welcome to retrieve and listen to this call on your side. So I went through the trouble of arranging an IBT only to have the shoe sitting at this store! The second instance is regarding an order placed for an eye shadow palette that has been with the tracking company since 4 December, according to your website, and I am still awaiting delivery. The tracking number on the website is incorrect according to Dawn Wing and they cannot trace the package. I have made two calls to your customer service call centre today requesting the status of my package and have received no feedback yet. My reference is RM213020. With this delay in delivery, there better not be any damages to my package! TFG get your act together or you will lose customers! I would appreciate some feedback urgently on the above two issues from someone senior!
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Replies (9)
TFG's replyOfficial
10 Dec 2019, 14:37Dear Devina
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.
Kind Regards TFG Customer Support Team
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.
Kind Regards TFG Customer Support Team
TFG's reply10 Dec 2019, 14:37
Official
Dear Devina
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.
Kind Regards TFG Customer Support Team
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.
Kind Regards TFG Customer Support Team
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devina C's updateReviewer Update
12 Dec 2019, 08:22One of my complaints has been resolved, regarding the sneaker. Thank you to Priscilla from the Regional office in Johannesburg who got in touch and restored some of my faith in TFG, by honoring the promised price. This is really appreciated. I am however still awaiting feedback regarding the eye shadow palette. According to the customer service call centre, the item was delivered however nothing was received at the delivery address. Status on the system is also still "WITH COURIER". No POD has been received either by TFG from Dawn Wing. Kindly assist urgently.
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devina C's update12 Dec 2019, 08:22
Reviewer Update
One of my complaints has been resolved, regarding the sneaker. Thank you to Priscilla from the Regional office in Johannesburg who got in touch and restored some of my faith in TFG, by honoring the promised price. This is really appreciated. I am however still awaiting feedback regarding the eye shadow palette. According to the customer service call centre, the item was delivered however nothing was received at the delivery address. Status on the system is also still "WITH COURIER". No POD has been received either by TFG from Dawn Wing. Kindly assist urgently.
TFG's replyOfficial
12 Dec 2019, 11:51Good day Devina
We thank you for your feedback.
We confirm that our E-commerce team is currently in contact with our courier service management to address this delay and have the matter resolved as soon as possible.
Please accept our sincere apologies for the delay and any frustration and inconvenience experienced as a result thereof.
Kind regards
TFG Customer Support Team
We thank you for your feedback.
We confirm that our E-commerce team is currently in contact with our courier service management to address this delay and have the matter resolved as soon as possible.
Please accept our sincere apologies for the delay and any frustration and inconvenience experienced as a result thereof.
Kind regards
TFG Customer Support Team
TFG's reply12 Dec 2019, 11:51
Official
Good day Devina
We thank you for your feedback.
We confirm that our E-commerce team is currently in contact with our courier service management to address this delay and have the matter resolved as soon as possible.
Please accept our sincere apologies for the delay and any frustration and inconvenience experienced as a result thereof.
Kind regards
TFG Customer Support Team
We thank you for your feedback.
We confirm that our E-commerce team is currently in contact with our courier service management to address this delay and have the matter resolved as soon as possible.
Please accept our sincere apologies for the delay and any frustration and inconvenience experienced as a result thereof.
Kind regards
TFG Customer Support Team
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devina C's updateReviewer Update
13 Dec 2019, 13:21I just got off the phone with the customer services department and apparently the package has been lost, which is strange as earlier on in the week the package had been delivered and TFG was awaiting the POD from Dawn Wing. Now a refund is going to be processed, which I do not want! I want my item, that is why I placed an order for it in the first place. If I am to place the order again, the item will be at full price and not discounted. Why is this turning out to be such a complicated and painful process? TFG kindly have my item delivered to me as this is so frustrating!
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devina C's update13 Dec 2019, 13:21
Reviewer Update
I just got off the phone with the customer services department and apparently the package has been lost, which is strange as earlier on in the week the package had been delivered and TFG was awaiting the POD from Dawn Wing. Now a refund is going to be processed, which I do not want! I want my item, that is why I placed an order for it in the first place. If I am to place the order again, the item will be at full price and not discounted. Why is this turning out to be such a complicated and painful process? TFG kindly have my item delivered to me as this is so frustrating!
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devina C's updateReviewer Update
18 Dec 2019, 09:23Utmost urgency? Really? My order was placed on 2nd December, it is now 18th December and I have no refund and no item, which by the way is meant to be a Christmas gift. It has become my problem to call your customer service team daily to follow up on this issue, no one ever gets back to me with any feedback! As discussed with the consultant I spoke to this morning, the refund has to be done ASAP and further to that TFG should provide me with a discount on this particular item so that I may place my order again and perhaps I can collect at the Eastgate store in JHB as they currently do have stock. This will prevent another situation of me being messed around!
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devina C's update18 Dec 2019, 09:23
Reviewer Update
Utmost urgency? Really? My order was placed on 2nd December, it is now 18th December and I have no refund and no item, which by the way is meant to be a Christmas gift. It has become my problem to call your customer service team daily to follow up on this issue, no one ever gets back to me with any feedback! As discussed with the consultant I spoke to this morning, the refund has to be done ASAP and further to that TFG should provide me with a discount on this particular item so that I may place my order again and perhaps I can collect at the Eastgate store in JHB as they currently do have stock. This will prevent another situation of me being messed around!
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devina C's updateReviewer Update
18 Dec 2019, 11:48Thanks for the feedback, once I receive both the refund and discount voucher I will be satisfied with the outcome of this frustrating ordeal. Until then I still sit with empty promises from TFG.
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devina C's update18 Dec 2019, 11:48
Reviewer Update
Thanks for the feedback, once I receive both the refund and discount voucher I will be satisfied with the outcome of this frustrating ordeal. Until then I still sit with empty promises from TFG.
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devina C's updateReviewer Update
20 Dec 2019, 08:16I have received the voucher via sms, thank you. I would like to know if the refund has been processed? Up until yesterday when I called in, the refund had not been done...really not sure why it would take so long to process.
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devina C's update20 Dec 2019, 08:16
Reviewer Update
I have received the voucher via sms, thank you. I would like to know if the refund has been processed? Up until yesterday when I called in, the refund had not been done...really not sure why it would take so long to process.
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devina C's updateReviewer Update
20 Dec 2019, 14:12Thank you. Let’s hope it’s sooner than 14 days.
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devina C's update20 Dec 2019, 14:12
Reviewer Update
Thank you. Let’s hope it’s sooner than 14 days.
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devina C's updateReviewer Update
30 Dec 2019, 21:45So here we are again and I am starting to feel like this is deja vu. As promised, I received my refund received from TFG on 24 December. The same day I placed an order for the same eye shadow palette and guess what??? Almost a week later and I still do not have my palette! Order number, P***. Tracking on your website states that it has been with the courier since last week. What is with the ordering of this palette that makes it so difficult for you guys to fulfill my order? Pargo does not know where the package is and according to your customer care line it was meant to be on it's way to the store today. That's right, I requested delivery to the nearest TFG store for me to collect, in the hope that you'll could not mess this order up again, but clearly you'll did! I expect a response tomorrow morning as to where this package is currently and when will it be delivered. TFG your customer service is the worst!
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devina C's update30 Dec 2019, 21:45
Reviewer Update
So here we are again and I am starting to feel like this is deja vu. As promised, I received my refund received from TFG on 24 December. The same day I placed an order for the same eye shadow palette and guess what??? Almost a week later and I still do not have my palette! Order number, P***. Tracking on your website states that it has been with the courier since last week. What is with the ordering of this palette that makes it so difficult for you guys to fulfill my order? Pargo does not know where the package is and according to your customer care line it was meant to be on it's way to the store today. That's right, I requested delivery to the nearest TFG store for me to collect, in the hope that you'll could not mess this order up again, but clearly you'll did! I expect a response tomorrow morning as to where this package is currently and when will it be delivered. TFG your customer service is the worst!