ACDC Express
1.6|154 reviews
Responds in 17 hours 37 min
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Matshidiso M
1 reviews | Active since Member
29 Aug 2025, 12:30
POOR CUSTOMER EXPERINCE
I am writing to formally lodge a complaint regarding the poor service I received following my purchase of electrical materials from your Strubens Valley branch on Wednesday, 6 August.
My electrician, a regular client of your store, had obtained a quote for the materials needed for my project. Although I had the option to buy the materials from a supplier just 10km away from my business in Mondeor (at a slightly lower price), I chose to support your store and travelled over 30km based on my electrician’s recommendation and the trust he had in your services.
Upon arrival, I discovered that half the materials on the quote were not in stock. Initially, I intended to buy what was available and source the rest elsewhere, as I had already scheduled the electrician for work on Thursday, 7 August. However, the sales team at the store convinced me to purchase everything from the store, assuring me that they would arrange for full delivery of material by 9:00/9:30 AM the next day.
To my disappointment, the delivery did not arrive as promised. At 9:47 AM, I had to call and follow up, only to be told that the driver was still in a process of collecting stock from the Edenvale warehouse. At 11:26 AM, I followed up again and was informed that one of the items I had paid for in full was actually not available and would only arrive in about five days — with no confirmed ETA.
I had paid 100% for the order and had to chase after my order...and no one from ACDCs side proactively communicated the delay. At 11:46 AM, approximately 3 hours later, a representative from the store called to explain and apologised for the delay. I requested a refund for the unavailable item and delivery of the available materials, as my electrician had already lost half a day waiting. I was promised delivery within 45 minutes, yet later discovered that the driver was still in Strubens Valley and had not even collected my order from Edenvale.
I then requested a full refund and was told someone would be sent to deliver my refund. Given the lack of trust and broken commitments at that point, I decided to rather wait for the material to be delivered. Eventually, my order arrived just before 3:00 PM — nearly a full working day lost.
I incurred a cost of R4,500 for the electrician who spent the entire day on waiting. As a small business owner, time is money, and this delay caused serious disruption to my operations. This situation could have been completely avoided had I simply been allowed to purchase the available items in-store, as I originally planned.
Given the circumstances and the financial loss your service failure has caused, I am requested that ACDC covers the cost of the electrician’s invoice, they refused amd intead promised offer a discount on my next piurchase which will never happen...
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Replies (53)0
Replies (53)ACDC Express's replyOfficial
01 Sept 2025, 11:32Dear Matshidiso,
Thank you for sharing your detailed feedback. We appreciate you taking the time to explain your experience at ACDC Strubens Valley on 6–7 August 2025. We regret that the timing and coordination of your order caused inconvenience and disruption to your schedule.
After reviewing the matter, we confirmed that the initial delay was due to stock at our warehouse being unavailable. Once this was identified, our team acted promptly to source the items from an alternative location, and our Inventory Controller personally collected and delivered your order. We acknowledge that the timing of the delivery did not meet your expectations and that communication could have been more proactive.
Regarding your request for reimbursement of the electrician’s costs, this was carefully considered by senior management. While we are unable to approve reimbursement, we remain committed to providing helpful solutions and maintaining strong relationships with our customers. As a gesture of goodwill, we offered an additional discount on future purchases to demonstrate our appreciation and dedication to supporting you in future projects.
We value your feedback and are continuously looking at ways to improve stock management, delivery coordination, and customer communication to ensure a smoother experience going forward.
Thank you again for giving us the opportunity to address your concerns. Should you have any further questions, please do not hesitate to reach out directly.
Kind regards,
ACDC Express Customer Service Team
Thank you for sharing your detailed feedback. We appreciate you taking the time to explain your experience at ACDC Strubens Valley on 6–7 August 2025. We regret that the timing and coordination of your order caused inconvenience and disruption to your schedule.
After reviewing the matter, we confirmed that the initial delay was due to stock at our warehouse being unavailable. Once this was identified, our team acted promptly to source the items from an alternative location, and our Inventory Controller personally collected and delivered your order. We acknowledge that the timing of the delivery did not meet your expectations and that communication could have been more proactive.
Regarding your request for reimbursement of the electrician’s costs, this was carefully considered by senior management. While we are unable to approve reimbursement, we remain committed to providing helpful solutions and maintaining strong relationships with our customers. As a gesture of goodwill, we offered an additional discount on future purchases to demonstrate our appreciation and dedication to supporting you in future projects.
We value your feedback and are continuously looking at ways to improve stock management, delivery coordination, and customer communication to ensure a smoother experience going forward.
Thank you again for giving us the opportunity to address your concerns. Should you have any further questions, please do not hesitate to reach out directly.
Kind regards,
ACDC Express Customer Service Team
Best regards,
ACDC Express's reply01 Sept 2025, 11:32
Official
Dear Matshidiso,
Thank you for sharing your detailed feedback. We appreciate you taking the time to explain your experience at ACDC Strubens Valley on 6–7 August 2025. We regret that the timing and coordination of your order caused inconvenience and disruption to your schedule.
After reviewing the matter, we confirmed that the initial delay was due to stock at our warehouse being unavailable. Once this was identified, our team acted promptly to source the items from an alternative location, and our Inventory Controller personally collected and delivered your order. We acknowledge that the timing of the delivery did not meet your expectations and that communication could have been more proactive.
Regarding your request for reimbursement of the electrician’s costs, this was carefully considered by senior management. While we are unable to approve reimbursement, we remain committed to providing helpful solutions and maintaining strong relationships with our customers. As a gesture of goodwill, we offered an additional discount on future purchases to demonstrate our appreciation and dedication to supporting you in future projects.
We value your feedback and are continuously looking at ways to improve stock management, delivery coordination, and customer communication to ensure a smoother experience going forward.
Thank you again for giving us the opportunity to address your concerns. Should you have any further questions, please do not hesitate to reach out directly.
Kind regards,
ACDC Express Customer Service Team
Thank you for sharing your detailed feedback. We appreciate you taking the time to explain your experience at ACDC Strubens Valley on 6–7 August 2025. We regret that the timing and coordination of your order caused inconvenience and disruption to your schedule.
After reviewing the matter, we confirmed that the initial delay was due to stock at our warehouse being unavailable. Once this was identified, our team acted promptly to source the items from an alternative location, and our Inventory Controller personally collected and delivered your order. We acknowledge that the timing of the delivery did not meet your expectations and that communication could have been more proactive.
Regarding your request for reimbursement of the electrician’s costs, this was carefully considered by senior management. While we are unable to approve reimbursement, we remain committed to providing helpful solutions and maintaining strong relationships with our customers. As a gesture of goodwill, we offered an additional discount on future purchases to demonstrate our appreciation and dedication to supporting you in future projects.
We value your feedback and are continuously looking at ways to improve stock management, delivery coordination, and customer communication to ensure a smoother experience going forward.
Thank you again for giving us the opportunity to address your concerns. Should you have any further questions, please do not hesitate to reach out directly.
Kind regards,
ACDC Express Customer Service Team
Best regards,