Poor customer and poor service from Van Schaik Bookstore Online Team.

On the 24 May 2021 I placed an order online, I received a message to say that my order will be received within 6 weeks. My order still has not arrived.

I called Van Schaik since from the 29 June and have not heard from them.

1. The lady I spoke to on the 29 June just decided to give me a tracking reference when I called, she was struggling with the reference I had received and said she will call me back. After giving me that tracking number, I decided to figure out myself the purpose of that tracking number, finally when I managed to see how to use it, I was disappointed. The online only show that my parcel is "booked" and courier assigned since the 24 May 2021.

2. Since I was confused what that means, I decided to call back on the 1st of July 2021, however calls were not answered. I then decided to call the courier "Internet Express " thinking that it is their fault. The guy "Donald" was honestly willing to assist me with everything. He called me back and decided to assist, when he checked, he noticed that the parcel has not arrived to them so he asked me to call the Van Schaik, I explained to him that reason for me calling is because Van Schaik is not responding to calls, I even left a message to say they should call me back but still nothing.

So Donald decided to call them on my behalf and he was also unsuccessful, he then decided to send and email and said should Van Schaik respond, he will call me back when he received a response from them. I honestly appreciate him trying to assist but clearly Van Schaik has not responded to him too as he has not called.

3. On the 3rd, I sent an email to Van Schaik and Internet Express, Mpho from Internet Express responded asking Van Schaik to look at the email and assist. My email is still not responded to. Today - 05 July 2021, I sent another follow-up email, still no response from Van Schaik team.

4. Today the 5th of July 2021 at 08:15, I called Van Schaik and spoke to a lady called Jabulile, she asked for my tracking reference and I gave it to her and on the call she was telling me the same thing I see online so I told her I am aware of what she is telling me, all I am calling to ask is where is my order. She asked for my details and told me that she will go to dispatch to check my order and hung up my call. I was still asking her if she will call me back or not but she couldn't respond because she hung up the call before I could even ask her. Even now at 15:00, I have not received a response from her.

The order is a matter of emergency now as my laptop can crush any minute now due to insufficient storage and as a customer who has paid over R1000, this is not the service I expect to receive especially when told you will receive an order within 6 weeks. I was expecting to be told what is delaying my order.

It was my first time using this online system and the service from Van Schaik is honestly poor. I am spending more that what I had paid for by sending numerous emails and also calling. This can be avoided if emails were responded to.