YH
Yolande H
1 reviews | Active since May 2023
31 May 2023, 18:47
Would not recommend Tsonga to anybody. There is a lot of other shoe companiea with better service and after sales care. Please also emply a oerson with good customer skills for such a job.sal
By far the worst customer care I have received from Gerhard. Bought 4 paira of shoes, one pair is effective. Contacted Tsonga about the defect and got the most insolent reply from Gerard. Having to return the shoe on my expense with couroer and then pay again for shoe to be couriered back to me upon repairs. Tsonga is alread not a cheap brand. Imagine javing to pay a couroer twice as well. Making it the customers problem.
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Replies (3)
Tsonga's replyOfficial
01 Jun 2023, 07:42Hi Yolande,
We have reviewed your complaint and I am sorry you feel the process has been handled poorly. For clarity we have not requested payment from you for the courier fees and the collection of the product was arranged by Tsonga head office. The re-dispatch to you is also being done at Tsonga's expense - not yours. In your initial correspondence with our customer care I can see that the lead times for repairs were not communicated to you and this was an oversight on our part. We did ask for both shoes to be returned and you only sent one foot which delayed the process. The completed repair is now in our dispatch and will be dispatched by the end of the week. We were only notified of the issue on the 26th April and the return was arranged on the 2nd May so we are well within our repairs policy.
We have reviewed your complaint and I am sorry you feel the process has been handled poorly. For clarity we have not requested payment from you for the courier fees and the collection of the product was arranged by Tsonga head office. The re-dispatch to you is also being done at Tsonga's expense - not yours. In your initial correspondence with our customer care I can see that the lead times for repairs were not communicated to you and this was an oversight on our part. We did ask for both shoes to be returned and you only sent one foot which delayed the process. The completed repair is now in our dispatch and will be dispatched by the end of the week. We were only notified of the issue on the 26th April and the return was arranged on the 2nd May so we are well within our repairs policy.
Tsonga's reply01 Jun 2023, 07:42
Official
Hi Yolande,
We have reviewed your complaint and I am sorry you feel the process has been handled poorly. For clarity we have not requested payment from you for the courier fees and the collection of the product was arranged by Tsonga head office. The re-dispatch to you is also being done at Tsonga's expense - not yours. In your initial correspondence with our customer care I can see that the lead times for repairs were not communicated to you and this was an oversight on our part. We did ask for both shoes to be returned and you only sent one foot which delayed the process. The completed repair is now in our dispatch and will be dispatched by the end of the week. We were only notified of the issue on the 26th April and the return was arranged on the 2nd May so we are well within our repairs policy.
We have reviewed your complaint and I am sorry you feel the process has been handled poorly. For clarity we have not requested payment from you for the courier fees and the collection of the product was arranged by Tsonga head office. The re-dispatch to you is also being done at Tsonga's expense - not yours. In your initial correspondence with our customer care I can see that the lead times for repairs were not communicated to you and this was an oversight on our part. We did ask for both shoes to be returned and you only sent one foot which delayed the process. The completed repair is now in our dispatch and will be dispatched by the end of the week. We were only notified of the issue on the 26th April and the return was arranged on the 2nd May so we are well within our repairs policy.
YH
Tsonga Head Office
Yolande H's updateReviewer Update
02 Jun 2023, 19:00Good day
Thank you for the reply. You wrote in your reply that you didnt request any money for courier fees but it is contradicting the initial email sent from Gerard regarding the different options of couriers and stating specifically in bolt letters that it is for my expense. I was informed that you dont have stock at the moment to replace the shoes and need o repair it. Nowhere it was stated that I have to sent in the other shoe which are not faulty as well. And why didnt you enquire about only one shoe being sent? ? Reason for sending the shoe which are fine as well. It didnt need repairs. If replacing the pair of shoes, I would understand the reason for sensing both shoes. Please see content of email sent from Gerhard Sewsanker
.Option 1
Thank you for the reply. You wrote in your reply that you didnt request any money for courier fees but it is contradicting the initial email sent from Gerard regarding the different options of couriers and stating specifically in bolt letters that it is for my expense. I was informed that you dont have stock at the moment to replace the shoes and need o repair it. Nowhere it was stated that I have to sent in the other shoe which are not faulty as well. And why didnt you enquire about only one shoe being sent? ? Reason for sending the shoe which are fine as well. It didnt need repairs. If replacing the pair of shoes, I would understand the reason for sensing both shoes. Please see content of email sent from Gerhard Sewsanker
.Option 1
You may return your goods to any of our Tsonga stores. Follow this link to find a store near you: https://www.tsonga.com/pages/store-locator.
Option 2
You may return the shoes to our Head office using a courier company of your choice: Please note that this is at your cost. Please mark the parcel for my attention: Trademark Investments- Gerhard @TSONGA ONLINE.
Tsonga Head Office
1 Dartnell Road
Willowton
Pietermaritzburg
3201
Tel: ***
Option 3
You may use the POSTNET-to-POSTNET service:
Please send your parcel to POSTNET VICTORIA SQUARE, PIETERMARITZBURG. When the parcel arrives at POSTNET, they must SMS me on *** to let me know that the parcel has arrived. We collect in the area ONCE a week.
PLEASE MAKE SURE YOU RETURN THE GOOD WITHIN TWO WEEKS after receiving this e-mail
If you would like a replacement pair:
Once your shoes arrive with me and we have confirmed availability: I will contact you and request that you make payment to our bank account for the courier fee of R75.00 to re-dispatch the replacement pair to you.
Please send your proof of payment to me, as well as confirmation that the parcel has been sent, and I will look out for it here. You may pay the courier fee using the details below: Please note that we will only request payment from you once we have confirmed that there is stock.
Kindly explain this please
Yolande
Kindly explain this please
Yolande
YH
Yolande H's update02 Jun 2023, 19:00
Reviewer Update
Good day
Thank you for the reply. You wrote in your reply that you didnt request any money for courier fees but it is contradicting the initial email sent from Gerard regarding the different options of couriers and stating specifically in bolt letters that it is for my expense. I was informed that you dont have stock at the moment to replace the shoes and need o repair it. Nowhere it was stated that I have to sent in the other shoe which are not faulty as well. And why didnt you enquire about only one shoe being sent? ? Reason for sending the shoe which are fine as well. It didnt need repairs. If replacing the pair of shoes, I would understand the reason for sensing both shoes. Please see content of email sent from Gerhard Sewsanker
.Option 1
Thank you for the reply. You wrote in your reply that you didnt request any money for courier fees but it is contradicting the initial email sent from Gerard regarding the different options of couriers and stating specifically in bolt letters that it is for my expense. I was informed that you dont have stock at the moment to replace the shoes and need o repair it. Nowhere it was stated that I have to sent in the other shoe which are not faulty as well. And why didnt you enquire about only one shoe being sent? ? Reason for sending the shoe which are fine as well. It didnt need repairs. If replacing the pair of shoes, I would understand the reason for sensing both shoes. Please see content of email sent from Gerhard Sewsanker
.Option 1
You may return your goods to any of our Tsonga stores. Follow this link to find a store near you: https://www.tsonga.com/pages/store-locator.
Option 2
You may return the shoes to our Head office using a courier company of your choice: Please note that this is at your cost. Please mark the parcel for my attention: Trademark Investments- Gerhard @TSONGA ONLINE.
Tsonga Head Office
1 Dartnell Road
Willowton
Pietermaritzburg
3201
Tel: ***
Option 3
You may use the POSTNET-to-POSTNET service:
Please send your parcel to POSTNET VICTORIA SQUARE, PIETERMARITZBURG. When the parcel arrives at POSTNET, they must SMS me on *** to let me know that the parcel has arrived. We collect in the area ONCE a week.
PLEASE MAKE SURE YOU RETURN THE GOOD WITHIN TWO WEEKS after receiving this e-mail
If you would like a replacement pair:
Once your shoes arrive with me and we have confirmed availability: I will contact you and request that you make payment to our bank account for the courier fee of R75.00 to re-dispatch the replacement pair to you.
Please send your proof of payment to me, as well as confirmation that the parcel has been sent, and I will look out for it here. You may pay the courier fee using the details below: Please note that we will only request payment from you once we have confirmed that there is stock.
Kindly explain this please
Yolande
Kindly explain this please
Yolande
Tsonga's replyOfficial
05 Jun 2023, 08:29Good day Yolande,
Thank you for your response. We do sincerely apologise for sending through the incorrect information. We can assure you that we do not require any payment from you for either the collection nor for the re-dispatch of your sandals. Again, we apologise for the inconvenience this has caused you.
Kind regards
Thank you for your response. We do sincerely apologise for sending through the incorrect information. We can assure you that we do not require any payment from you for either the collection nor for the re-dispatch of your sandals. Again, we apologise for the inconvenience this has caused you.
Kind regards
Tsonga's reply05 Jun 2023, 08:29
Official
Good day Yolande,
Thank you for your response. We do sincerely apologise for sending through the incorrect information. We can assure you that we do not require any payment from you for either the collection nor for the re-dispatch of your sandals. Again, we apologise for the inconvenience this has caused you.
Kind regards
Thank you for your response. We do sincerely apologise for sending through the incorrect information. We can assure you that we do not require any payment from you for either the collection nor for the re-dispatch of your sandals. Again, we apologise for the inconvenience this has caused you.
Kind regards