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Jacques S

1 reviews | Active since Jun 2017

04 Dec 2017, 16:26

Deceiptful business ethics

I went into the Twisp store in Pretoria-Kollonade on 3/12/2017 and requested a device that has the most battery life. The salesman told me that the Aero X has the best battery life. 1 Hour after leaving the store I was told by a friend that there is another model-Cirrus AIO which has a 30% stronger battery and is R250 cheaper. And I was mislead into buying the more expensive one. I contacted the store but they were already closed. I then contacted them today(4/12/2017) and was told the supervisor would call me shortly. I phoned back an hour later and got hold of the supervisor. She told me that she would get approval from the area manager to do a refund. End of day now and no feedback received. Please do not support this brand as they mislead the public to ensure a more pricey sale and then leave them hanging. I really expected more from such a supposedly respected brand.

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Replies (4)
Twisp The Smoking Alternative
Twisp The Smoking Alternative's reply04 Dec 2017, 16:43
Official

Hi Jacques

Thank you for contacting us! We are sorry to hear that someone was not able to get back to you the same day. We will get one of our agents to contact you to get some more information and assist further.

JS
Jacques S's update12 Dec 2017, 05:57
Reviewer Update
To summarize my customer experience. After speaking to the HEAD OF CUSTOMER EXPERIENCE-Steven Bloom. He was constantly defending his salesman's ethics (even though I'm not sure he had even spoken to the salesman before making the call to me) explaining why the person has sold me the specific device. After himself explaining the devices to me again he said he would call me the next morning between 8 and 9 gain as I requested to first review the info online. I was not really surprised that he did not keep to his promise by phoning me in the specific time as neither the store's supervisor has phoned me back on 2 previous requests. Steven agreed to have a full refund done for the device after I had dropped off the device at their Menlyn store 20 minutes after his late call. It is now a week later and I still have not received my refund. Ask yourself...Do you really want to deal with a company who's head of customer experience cannon even stick to his own given timelines. How many other clients are they treating like this? And would you like to be one of them. I'll further escalate my complaint today if my money does not reflect in my account by day end. I'll also be sending my complaint overseas to inform them of how their brand is being represented in SA.
JS
Jacques S's update12 Dec 2017, 06:11
Reviewer Update
I'd also like to add...Which business in this day and age takes 5 working days to process a refund. I know small startups that take a day to do the same. Maybe it's because of the volume of refunds that they are struggling?
Twisp The Smoking Alternative
Twisp The Smoking Alternative's reply12 Dec 2017, 09:10
Official

Hi Jacques

Thank you for contacting us.

An Email was sent to you last week on 8/12/17 to confirm your details so that a refund can be processed. We have resent this request to you. Once you have confirmed your details we are able to continue with the refund process.