bad service

Good day,

On the 19th November 2019, I ordered nail polish and swimsuit order number ***. On the 26 November I received a message, my order is out for delivery . I received my order, only to find that the nail polish was in the package and not the swimsuit. I contacted your customer service centre and the agent Andrea was helpful. She did her follow up calls. She contacted and informed me that I need to contact the supplier directly (What customer service does Zando offer , where the customer/consumer needs to do the follow up calls and investigations). I contacted the supplier and she informed that the parcel was delivered to the incorrect address. I contacted Zando customer service back and informed your service department that my order was delivered to the incorrect address. I explained to the agent that I needed the swim suit by the 28 November 2019 as I will be going on holiday. I had to go out and buy me a another swimsuit and the one I ordered by Zando was not delivered on time. I requested to speak to the Team Manager aswell and informed the agent that I need to be compensated for the trouble as I was not in the wrong. Agent contacted me back and informed that the Team Manager authorised a R100 VOUCHER .. Please explain what I must do with a R100 VOUCHER. What can you purchase with a R100 and still need to pay delivery fee... After all the follow up phone calls I did to Zando, I received a message on the 6 December 2019 that I will be receiving my delivery order number ***. I received my delivery and opened the package, again another mistake from Zando. The swimsuit was the incorrect size. I contacted Zando customer service again, call got disconnected agents does not call customers back when the call drops.. Very unprofessional for Customer Service Agents. I was furious and demanded that the correct size be sent to me.. The agent kept on asking if I want a refund and explained that I did not want a refund but would like the swimsuit. I requested a Team Manager to contact me, no call receive from team manager to date (Team Manager seems to be quite busy) I contacted the supplier again, and then the customer service.. The agent advised that he will request a return and I should not worry as I will receive my swimsuit. Couple days went pass and follow up calls from Zando. I contacted call centre again and the return was not requested. The agent had to request the return and she informed that I will receive my swimsuit.. It is the 02/01/2020 no swimsuit. Did another follow up call and was informed that the parcel is at the warehouse for inspection.. again promised that I will receive the swimsuit. I contacted Zando again , another mistake the agent advised me that a refund was requested. I informed him that I did not request a refund but want the swimsuit. He advised he will follow up an call me back... Agent did not return the call. On the 30th December I called again and as I was speaking to the agent the call was disconnected as I ran out of airtime. The agent did not call me back.

I feel that I need to be compensated for all the follow up calls I did to Zando and the false promises your agents promised me. Please do pull all call recordings and do the proper investigation as a proper customer service company. (You will find dates and agents that I spoke as I did not mention any names besides one)

I am highly disappointed in the service I received from Zando.

Reading all the reviews on Hello Peter for Zando seems that your customer service team in charge of Hello Peter does not respond to the customer.

Please contact me on my mobile number.

Regards, Chivarna