Customer Service Failure

On 30 Nov WW Menlyn issued a voucher for items I returned.

Trying to use the voucher in Jan '19 I found that no value was loaded onto the card. The Brooklyn branch sent me back to Menlyn to have it investigated.

Menlyn took the details and started investigating. The first 2 feedback times they proposed were both missed.

On the 11th I received a call back. They managed to confirm the incorrect card was given to me. And that my card was given to a Ms Van Zyl. They were trying to reach her to get that card brought in. We agreed that another week would be given for resolution. It is now 3+ weeks later and not a word.

Escalating the request to WW Head Office 5 working days ago only led to apologies but no action. Not even a call. Also no indication of SLA or next steps.

I fail to comprehend how their admitted error required them to first get the voucher from the other customer back before resolving the issue.

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