TFG (The Fix) - Online Payment ****!!!!

TFG (The Fix) what a disappointing customer service.

In a time where really big brands should be extremely careful with how they manage customer frustrations - to prevent any severe brand damage through social media.

I have tried all your communication platforms to get assistance, and more importantly better engagement. It is clear that one has no choice, but take my frustrations to social media - only then you realise that many customers will join in with their stories, instead of managing one angry customer.

Let me first give context, and hopefully my complaint will the right people:

On the 14th I purchased to 2 items from the onlineshop (Order number: P***), the payment went through from my account, but when we tracked the order it said " awaiting payment". So I called and sent emails to many people to confirm if everything is in order and that we will receive the items before time since we needed this before an event. We received different answers from your customer care (which is a concern) - 3 of them pointed out that there was payment technical problem and it's been like that for a week, even suggested that I don't make another payment.... but wait for this to be resolved and once my payment is paid I will receive my items. I even got a confirmation email (as I requested) a guarantee that I will receive the items. A few hours later I got a notification that the order was cancelled because no payment was made. I immediately wrote back and sent all the emails - unfortunately no response was received thereafter. I then got a long email about the complicated things I need to do to get my money back, of which I wrote back and informed them that I wasn't willing to do that because, not only was I promised of recieving the items - when you had a technical problem you didn't bother to communicate with us (customers) and we continued making payments online to be only ****med (why a complicated process to get the money back)

I wanted to be kind with my approaches - to make sure I get such matters resolved appropriately. But none of my approaches helped. I am writing this review with hopes that it will reach the right people now and might be treated fairly from this disapointment.

Failure to receive better engagements and improved customer experience - I am definitely taking this matter to Social Media, it shall be easy for me to make your organisation trend - by then things will be uncontrollable.

Hoping to hear from you soon,

Regards, Mhlengi