Extremely Disappointing Experience – Unreliable Service and Poor Communication

I am compelled to share my extremely disappointing experience with Total Guard Hardware Online Store, in the hopes that others are better informed before deciding to engage with them.

I placed an order on 25 April 2025, expecting a reasonable turnaround time for delivery. When I noticed that there was no indication of shipment, I reached out on 6 May to enquire about the status. The reply I received informed me of “supplier issues”, with no ETA provided. While that in itself was disappointing, what followed was far worse.

Despite no further updates or follow-up from their side, I had to reach out again on 15 May — only to be met with complete silence. I waited another nine days and sent yet another email on 24 May, asking once again when I could expect delivery. Finally, on 26 May, I received a response stating that the supplier issues could not be resolved and they recommended that I cancel the order.

This order was not for personal use — it was a sample for a corporate client in Cape Town involved in ongoing consulting projects, with potential for larger and recurring orders. Total Guard’s lack of urgency and professionalism not only put me in a difficult position but potentially cost them significant long-term business.

Having made contingency plans at a higher cost through another supplier just to meet my client’s needs, I then proceeded to cancel the order officially on 6 June. I provided my banking details for a refund as requested. I followed up on 3 June (yes, before the cancellation confirmation due to overlapping communication), asking what else was required to facilitate the refund and when I could expect the funds — yet again, no reply.

When I finally called them directly, I was told that the refund would only be processed within two weeks, even though the cancellation had already been confirmed via email. This is unacceptable.

There are multiple systemic issues here: 1. If an item is out of stock, it should be clearly marked as such on your online platform. Don’t set false expectations by allowing customers to order items that will never be delivered. 2. Customer service is non-existent. Ignoring multiple follow-up emails is not only unprofessional — it shows complete disregard for the customer. 3. The refund process is broken. Once an order is cancelled, refunds should be actioned promptly and efficiently — not delayed indefinitely, especially when the fault lies entirely with the supplier.

Total Guard Hardware’s service was unreliable, communication was poor, and the overall experience was frustrating from start to finish. I cannot in good conscience recommend this supplier to anyone who values timely delivery, professional service, or transparent communication.

I would really like some to talk to that will expedite my refund as I have already waited for more than a month now.