Lack of customer service by Megan and Duan

Payment of 1250 was made on 16 Feb 2022. Proof of payment and order number was emailed to wize books on 17 Feb 2022 at 10:13AM. Post my mail to wize books I followed through with a call which was answered by Megan who promised to locate the mail and share it with the accounts team for payment allocation. Today I decided to do a follow-up to check if the books are in transit and the same Megan tells me that my email was never sent through to accounts for allocation of payment and dispatch of books. Megan had many excuses telling me about how Duan tried to contact me but there was one digit missing, I mean my cell number is very clear on my signature so which number did he call me on. If he used the work number then it's unprofessional of him not to use the secondary contact details. My test is opening on 14 March and considering the length it takes to courier the books this only means that I'll only take receipt of my text books around the 2nd or 3rd March. is this fair?. When I asked Megan to transfer the call to the manager she handed the call to Duan who is in the same level as her. The level of unprofessionalism from Duan is despicable and I wouldn't recommend his services to any of the Milpark students or anyone out there. You know what he said to me when I asked for the managers details since he didn’t want to put me through to them, He said they are not available and he won't give me their full names. How surprising it is that I have his details and he is withholding his managers details. is this how your staff has been trained to deal with customer service? It's sad that you are an organization that deals with people however your staff is not equipped with the right tools to deal with complaints. Are your staff aware of the principles of treating customers fairly? I really felt small in how both your staff dealt with my enquiry and I tried by all means to be professional in that call however their technique of dealing with customers can lead one being frustrated. I mean how do you lie while everything is in black and white. When I ask for the manager you only give me their name and withhold their surname. Then you go ahead and provide me with the full names of the CEO. What kind of a service is this.

While I was busy writing this review I received a call from Heyneke who is the manager to Duan and Megan. Well she apologized but the fact remains that both Megan and Duan’s actions won’t change my experience about this organization and I’m sure I won’t be placing any future orders with wize books. Guess what, Heyneke says I’ll get my books by latest Thursday 24 March 2022. This is the same thing I was asking for, urgent delivery of my books. What prompted them to refer my enquiry to Heyneke – is this not the same action that should’ve been taken when I first asked for the manager? How decent of Heyneke to contact me on my cell for feedback. Why did Duan not do the same?

I’m honestly frustrated with wize books. I’ve already lost 3 days waiting for delivery of my books only for it to be extended to 5 days. I hope I’ll take receipt of my text books by 24th March otherwise I’ll get in contact with the CEO themselves.