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Engela O

1 reviews | Active since Jan 2021

12 Jan 2021, 13:28

Client service a no-go

We purchased a trolley bag of which the wheels split within 8 months of school. Initially I had good service as they exchanged it with the exact bag. However, that was October 2019. By February 2020 my son already stopped using it again because of rhe wheels. I made contact with them explaining the problem and asking an exchange with a nornal bag. They claim that the guaratee is only 6 months on a trolley bag whereas their website states a one year guarantee and keeping in mind that this bag was not even used for 6 months. I requested contact with a supervisor or director, with NO reply.

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Replies (4)
Totem Bags South Africa
Totem Bags South Africa's reply03 Jun 2021, 12:57
Official
Hi Engela, I'm really sorry about the experience you have had with us. We would like to look further into this for you. Upon checking the queries for previous communication I could not find any, I'd appreciate it if you could please contact us so that I can get a better understanding of this issue in order to see if there are any other options available to assist you. Can you please send an email to *** or alternatively provide us with your contact details so we can reach out to you as we would like all our customers to have a good experience rather than a negative one.

Regards
Mandi
EO
Engela O's update03 Jun 2021, 14:48
Reviewer Update
Good afternoon Mandi

Thank you for your response. Your email address does not show, please send me an email and I can reply to you and also attach email correspondence that I had.

Kind regards
Engela
Totem Bags South Africa
Totem Bags South Africa's reply08 Jun 2021, 10:59
Official
Hi Engela,

I will be able to get back to you soon. We are still new on this platform and still working on our subscription so I can not see your details at the moment. Are you by any chance able to confirm what Model Bags this was or the name of the Bag? Also, was this purchase with us, or did you buy from one of our suppliers? If purchased with us an order would help me locate the item so that I can get more details on the model to further assist you. You can also contact me by using the contact form on our website and the communications will directly to me.

Kind Regards
Mandi
Totem Bags South Africa
Totem Bags South Africa's reply01 Jul 2021, 10:21
Official
Hi Engela,

It has been a pleasure assisting you and I'm glad we were able to reach an agreement and resolution for this query. We would appreciate it if you could give us another review or edit the current one when you have a chance.

I trust your son will be happy with his new bag.

Kind Regards
Mandi