sM
shannon M
1 reviews | Active since Feb 2012
22 Sept 2021, 08:17
Don't online shop at the Foschini Group, there is no guarantee your products will arrive!!!
I made an online purchase, on the 7 September, out of 5 items, 2 arrived separately, a week apart. I have sent numerous emails enquiring about my remaining items, only to find out today that there is no stock of the items or they are damaged, or who knows the reason. No notification was sent, if i had not phoned, i would've been none the wiser. Only to be told i will get a refund which will take up to 7 days to reflect. Really!!!! In the modern day of online shopping, is this the best you can do? Its shocking customer service!!!! And I guarantee you, i will have to follow this up, probably a few times over
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Replies (3)
Totalsports's replyOfficial
22 Sept 2021, 08:47Good morning Shannon, thank you for taking the time to share your feedback & experience with us. There are a few elements within your review that we'd like to provide additional clarity on.
If items are sourced from different stores or branches, they are delivered in separate deliveries, rather than waiting for them to be all put together at a central location, which would slow down the delivery time for your order. Each delivery is available for tracking on any of the TFG websites, including showing that it will be arriving in different deliveries. Email & SMS communication for this is also provided throughout the order process.
With regards to your cancelled items, this unfortunately does happen as well, as items are not packed for a central distribution centre, but rather from stores. At the time of ordering the system may have been showing stock, but once it was sent to store for packing, the item may have been damaged, dirty or sold out. Unfortunately we do not ship orders where the product is dirty or damaged & if the item is sold out, we're not able to re-source it. This is all informed in the Terms & Conditions for online ordering on all TFG websites. The refund policy is also clearly provided in the Terms & Conditions for shopping online.
Please could you share your P order number with us so that we can check which TFG brand you shopped with & see if there is a way to speed up your refund?
If items are sourced from different stores or branches, they are delivered in separate deliveries, rather than waiting for them to be all put together at a central location, which would slow down the delivery time for your order. Each delivery is available for tracking on any of the TFG websites, including showing that it will be arriving in different deliveries. Email & SMS communication for this is also provided throughout the order process.
With regards to your cancelled items, this unfortunately does happen as well, as items are not packed for a central distribution centre, but rather from stores. At the time of ordering the system may have been showing stock, but once it was sent to store for packing, the item may have been damaged, dirty or sold out. Unfortunately we do not ship orders where the product is dirty or damaged & if the item is sold out, we're not able to re-source it. This is all informed in the Terms & Conditions for online ordering on all TFG websites. The refund policy is also clearly provided in the Terms & Conditions for shopping online.
Please could you share your P order number with us so that we can check which TFG brand you shopped with & see if there is a way to speed up your refund?
Totalsports's reply22 Sept 2021, 08:47
Official
Good morning Shannon, thank you for taking the time to share your feedback & experience with us. There are a few elements within your review that we'd like to provide additional clarity on.
If items are sourced from different stores or branches, they are delivered in separate deliveries, rather than waiting for them to be all put together at a central location, which would slow down the delivery time for your order. Each delivery is available for tracking on any of the TFG websites, including showing that it will be arriving in different deliveries. Email & SMS communication for this is also provided throughout the order process.
With regards to your cancelled items, this unfortunately does happen as well, as items are not packed for a central distribution centre, but rather from stores. At the time of ordering the system may have been showing stock, but once it was sent to store for packing, the item may have been damaged, dirty or sold out. Unfortunately we do not ship orders where the product is dirty or damaged & if the item is sold out, we're not able to re-source it. This is all informed in the Terms & Conditions for online ordering on all TFG websites. The refund policy is also clearly provided in the Terms & Conditions for shopping online.
Please could you share your P order number with us so that we can check which TFG brand you shopped with & see if there is a way to speed up your refund?
If items are sourced from different stores or branches, they are delivered in separate deliveries, rather than waiting for them to be all put together at a central location, which would slow down the delivery time for your order. Each delivery is available for tracking on any of the TFG websites, including showing that it will be arriving in different deliveries. Email & SMS communication for this is also provided throughout the order process.
With regards to your cancelled items, this unfortunately does happen as well, as items are not packed for a central distribution centre, but rather from stores. At the time of ordering the system may have been showing stock, but once it was sent to store for packing, the item may have been damaged, dirty or sold out. Unfortunately we do not ship orders where the product is dirty or damaged & if the item is sold out, we're not able to re-source it. This is all informed in the Terms & Conditions for online ordering on all TFG websites. The refund policy is also clearly provided in the Terms & Conditions for shopping online.
Please could you share your P order number with us so that we can check which TFG brand you shopped with & see if there is a way to speed up your refund?
sM
shannon M's updateReviewer Update
22 Sept 2021, 09:07Thank you for your quick response, i was notified by email that my parcel was at the warehouse on the 14th which was my last correspondence. I do understand, and i would not be impressed if I received a damaged or soiled item. When i went on the website, it told me my order didn't exsist which is why I made a phone call this morning to follow up. I just feel, if i hadn't contacted the call centre, i would not have known that i was not going to receive my parcel, so if you could fast track my refund that would be great. With the efficiency of other online shopping outlets, i wont be ordering from you guys again, this has really been an unpleasant experience. My order number is p*** .
sM
shannon M's update22 Sept 2021, 09:07
Reviewer Update
Thank you for your quick response, i was notified by email that my parcel was at the warehouse on the 14th which was my last correspondence. I do understand, and i would not be impressed if I received a damaged or soiled item. When i went on the website, it told me my order didn't exsist which is why I made a phone call this morning to follow up. I just feel, if i hadn't contacted the call centre, i would not have known that i was not going to receive my parcel, so if you could fast track my refund that would be great. With the efficiency of other online shopping outlets, i wont be ordering from you guys again, this has really been an unpleasant experience. My order number is p*** .
Totalsports's replyOfficial
22 Sept 2021, 09:30Thank you. We've escalated this through to our Customer Services team to assist further - in checking why you've received no notification on the status change of your order, as well as your refund.
Totalsports's reply22 Sept 2021, 09:30
Official
Thank you. We've escalated this through to our Customer Services team to assist further - in checking why you've received no notification on the status change of your order, as well as your refund.