The worst online shopping experience- TFG & The Fix, Mall of Africa

Very disappointing disregard of customer, poor customer service experience and embarrassing treatment of customer at both The FIX and Online shop, TFG.

1. We ordered a pair of shoes from Online shop TFG and it was delivered at the Fix It store about 2 week ago. 2. We phoned the Online Shop following up on the delivery as the specified date of delivery days was not adhered to. 3. We were informed by an Online Shop Agent to collect the shoes at the FIX store, at the Mall of Africa. 4. We last Saturday went to the store to pick up the shoes, and they refused to give us the shoes without an OTP number which was never sent by the Online Shop. We requested to speak to the Manager to explain the dilemma that we found ourselves in but the supervisor insisted we come collect the shoes on Monday or call to arrange courier as she was not in a position to do likewise. 5. On Monday we phoned the Online Shop and we spoke to an Agent who insisted that we should go to the store again to collect the shoes by either Tuesday or Wednesday, failing which the shoes will be returned to their warehouse. It is totally unacceptable that the customer should be threatened or pressurized that if we do not pick up the shoes within 2days that the shoes would be returned to the warehouse. We explained our challenge with going back to FIX store again. She refused to give the contact details of the manager in charge or to give the manager the phone for us to speak to him/her. She was adamant that she will escalate the query on our behalf and that’s all that she could do for us. 6. We submitted a query via email and the response we received was more embarrassing. The email response apologised for inconvenience caused. However, insisted that we should go to the store again for an exchange of the shoes/ refund. Worst was the message that the matter is solved, and case is closed.

We do not have the luxury of time and freedom of will to be going to the Store again. It is unfair that the customer should be expected to pick up the costs of going back and forth to the store when we did not create the confusion nor the unfortunate situation that we find ourselves in. This is an abuse of power at its best simply because the money is on their side. They do not care about the sale.

The back-and-forth cost should be for the account of the store and or of the TFG online shop not of the customer. Under the circumstances, we would appreciate it if the shoes can be delivered to us or reimbursing us for the cost of another trip to the Store.