Disgusting customer service - Returns

<p>I ordered a pair of sneakers on 28/11/2016. I received the item on 05/12/2016.<br />Unfortunately the item did not fit me and I called Zando and spoke to a consultant who was very helpful and told me that the item will be picked up and inspected and the new item will be delivered to me thereafter. I told Keanin that I have added my new address to the system but I am unable to delete the old one. He advised that he will delete it and he will correct the address at which the item should be picked up from. I also sent an email after the call and got confirmation that the address has been removed from the system.</p> <p><br />This did not happen and the courier company went to my Previous employer. I then called Zando and spoke to a lady and she was also very friendly and helpful and apologised and told me that she corrected the address. I then received a call a few days later from the courier company and they advised that they're in Sunninghill. MY PREVIOUS EMPLOYER AGAIN! The thing is this did not happen once or twice. It happened yet again in that week. That happened 3 times that week. After each time I called and followed up with an email at times and was always assured it has been rectified and will not happen again. <br />Eventually the item was picked up from me I think about 2 weeks later. I then gave it some time and heard nothing so I called in and they advised it would take about 5 days to process. I said that was no problem and I will only be back at work in the new year and they advised that is perfect as it will only be delivered in the new year due to the public holidays and so on. No problem.</p> <p><br />The new year had begun, I gave it a some time and eventually called on 04/01/2017 just to follow up. I was in no rush for the item anymore. The lady then advised me that the order has been released and I asked if it's going to be sent to the correct address and she confirmed. Whilst on the call I received the email from Zando and what do you know, THE OLD ADDRESS IS ON IT! I asked the lady on the phone why the address is still there and she ensured me that it has been removed and she will contact the courier to confirm the correct address. </p> <p><br />The following morning I receive a phone call, not from the courier, from my previous employer!!!! They advised me that Zando had been there twice that morning delivering the same item for me!!! How embarrassing for me AND how pathetic of your service.</p> <p><br />I had also took the time to complete one of their surveys and expressed my unhappiness with the service, only to get an email back requesting me to tell them what the problem was. Wasting my time. After calling Zando 5 times in December alone, spending about 80 minutes of calls and costing me R63.49. That is excluding the calls made in January, one where I was cut off while holding as well! I know these figures because I had used my work phone and this is on my bill!</p> <p> </p> <p>I then spoke to a manager Nandile who has assisted me an advised that everything was correct.I asked for confirmation in writing which I haven't received till now. I did eventually receive the item but that's the end for me. My last experience with Zando.</p> <p>Funny enough I bought a pair of sneakers for my brother in January and it also didn't fit him. Returned the item and got the new one to me in just about a week with many emails and a phone call from Takealot confirming whether I want a refund or another size.</p> <p> </p> <p>I have never recived a call from Zando once. I have also emailed them this whole story together with copies of the emails that I received from them confirming my issue had been resolved and this is the response I received:</p> <p> </p> <p><em>"Good Day ******</em></p> <p><em>Thank you for your email.</em></p> <p><em>Please be advised that the system will not update the address if an address change is done after a order has already been placed. The address change will be sent directly off to the courier partner and updated on their systems.</em></p> <p><em>If you have any further queries , kindly contact our customer service on ********** 636 and one of our consultants would be happy to assist you further :)"</em></p> <p> </p> <p>So after more than a month of calling them and emailing them not one consultant or manager or whoever they said I was talking to could tell me this. Why did they tell me it was removed from the system? Why did they all apologise when I called and tell me that it was rectified. Absolutely pathetic service. </p> <p> </p> <p>And I decided to post this and found other people who have had simi**** issues...</p> <p> </p> <p>I will never buy from Zando and I know many other people that will never buy from Zando as a result of my experience.</p>