Poor service is appalling

I purchased an electronic book via the website. After making payment, I noticed that the funds were taken from my account but the order status remained unchanged for a number of days.

The website is not user friendly and it glitches constantly. I started to feel frustrated with the service so I opted for a refund instead.

The call centre staff are highly ***********. They do not have a good grasp of the product or the processes to follow. I was forced to call back five times before I asked to be directed to a manager.

Charity, the manager, was extremely helpful and efficient. She solved the problem in 10 minutes. Though the refund was issued eventually, I am still unhappy with the service I received from the online division.

The level of service is appalling and the advice given is inaccurate. I was told to submit a refund form when I explicitly told the agents that I did not pay via EFT. Their understanding of company policies and their overall competency is extremely questionable.