Worse customer experience, stay away from them

I made a purchase on this website and experienced issues with the PayFast payment where money was deducted but no order was processed. The issue was on PayFast side.

However, I was instructed to directly communicate with ZukiPet to resolve the issue. The whatsapp number listed on their website has not responded in more than a week. There is no other number to contact them, only an email address - which has also not responded in a week.

The only contact I could reach was Roxanne, who sent a mail (guessing this is an automated mail that read ‘have you forgot something in your cart’). I responded to this mail hoping to resolve the issue.

PayFast has since released the money to ZukiPet after which I have asked that the order be cancelled and money refunded as I had to go into a physical store to purchase the pet food and cannot accept the order any longer as the food will spoil (I ordered a 10kg bag from them).

Roxanne responded and said that the refund has been requested, however since then the pet food had been delivered and no refund has been received. I have sent Roxanne a mail to follow up regarding the refund and advise that the order had been delivered which should not have happened. I have since sent two follow up mails and have had no response.

This is the worst customer experience I have ever received. The fact that there is no contact number is a massive issue.

This is a last resort as I cannot continue being ‘ghosted’ by this retailer.