Poor customer service & communication – Failure to deliver goods and refund not processed

Goods purchased from www.yezifurn.co.za on the 12/07/2021 to the value of R9294 of which R4620 was paid via EFT, have not been delivered! After requesting a refund more than 20 working days ago (19/08/2021) Yezi Furniture's simply issues poor excuse after poor excuse. Calls and WhatsApp messages go unanswered!!!!! Yezi Furniture's has had my money since 13/07/2021.

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On the 17/08/2021 as agreed upon by both parties, goods were to be delivered between 16:30 – 17:30. I did not receive the goods between the agreed upon time and date nor did I receive any form of communication as to why. After the delivery time has passed I called four times to inquire why my goods had not been delivered, my calls were not answered. On the 18/08/2021 received a missed call at 10:18, which unfortunately I could not answer. I then received a WhatsApp message informing me that Yezi was going into a meeting with their Transport Company and that they will provide me with an update after their meeting concluded. They also stated that if I wish to cancel my order as per their refund clause I would be liable for 17.5% of the goods purchased for their frailer to deliver and poor customer service! The consumer protection act states the following

The CPA entitles consumers to the delivery of goods and performance of services as agreed and in an acceptable manner, also when shopping online. This means that late deliveries in South Africa are unacceptable. Suppliers must deliver goods on the agreed date, time and place. If the specifics haven’t been agreed, the supplier must provide the products within a reasonable time. Any delays must be communicated with the consumer, and if delivery is late, the consumer is allowed to cancel the transaction without penalty. The consumer has the right to claim a refund, interest (at the prescribed rate), as well as any costs incurred due to the supplier breaching the terms and conditions of the agreement.

I then called 6 times between 11:34 and 12:22 all these calls were unanswered. At 12:31 I received a WhatsApp message stating that they were still in a meeting promising to revert back when done. The messaged also accused me of trying to paint or create an impression that Yezi Furnitures were ignoring my calls. I sent 4 more WhatsApp messages at 12:29, 12:45, 14:04 and 14:05 and I am yet to receive a response as promised in their last message sent at 12:31 18/08/2021. I then called again at 16:27 and 16:49 on the 18/08/2021 these calls were unanswered. It has now been 4 days since their promise to revert with an update and I have not received any feedback or any form of communication. On the 19/08/2021 I sent a text, WhatsApp and email requesting a full refund, I am yet to receive a reply!

After posting the avobe post I was threatened with legal action for deformation. I decided to remove this post in good faith hoping that Yezi Furniture’s will homer their refund policy.

More than 20 working days after requesting my refund Yezi has NOT refunded my deposit – poor excuse after poor excuse is all they respond. A WhatsApp text message dated 12/09/2021 stated they had supposedly processed my refund and would send POP shortly, 7 days later no POP has been sent or refund deposited. Since the 16/09/2021 I have not received any communication from Yezi and all my calls and messages go unanswered. As a paying customer I recommend you take your money elsewhere. Yezi Furniture’s lack of communication is extremely poor and beyond unprofessional. I think Yezi has taken my money and will not refund my deposit pay. PLEASE BE EXTRA CAREFUL WHEN DEALING WITH THIS COMPANY!!!!!!!!