Edgars
Claimed Business
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Edgars demonstrates a deeply polarised customer experience. While individual staff members at specific branches earn genuine praise for warmth and dedication, the business is overwhelmed by systemic failures in account management, refund processing, product quality, and complaint resolution. Recurring patterns of hidden fees, ignored communications, and adversarial return processes significantly erode customer trust across all channels.
Top Strengths:
- •Customer Service & Support: Named staff members at branches like Clearwater, Eastgate, and Canal Walk consistently earn praise for warmth, patience, and going above and beyond. However, this is offset by widespread reports of rude, dismissive, and unreachable staff elsewhere.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
3.1
Score
Ranking
#3
in Fashion & Clothing
NPS Score
-49
Recommended: Unlikely
Review Distribution
2|229 Reviews
May '25 - Apr '26
5(22.7%)
4(1%)
3(0%)
2(3.5%)
1(72.9%)
5(22.7%)
4(1%)
3(0%)
2(3.5%)
1(72.9%)
Recent reviews (229)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
DB
Dewald B
1 reviews | Active since Jan 2020
18 Mar 2026, 18:46
Useless app support
Can't get my account to register on their App or website with their stupid facial recognition scan system. Doesn't matter what device I use , keep getting told I will be assisted , wait 5 days for an email and then a random call , you miss it then they take 5 more days before anything else happens.
Helpful (0)
|Replies (0)DB
Dewald B
1 reviews | Active since Jan 2020
18 Mar 2026, 18:46
Useless app support
Can't get my account to register on their App or website with their stupid facial recognition scan system. Doesn't matter what device I use , keep getting told I will be assisted , wait 5 days for an email and then a random call , you miss it then they take 5 more days before anything else happens.
0
Replies (0)MM
Mason M
1 reviews | Active since Jan 2020
18 Mar 2026, 17:52
Edgars should close down for GOOD!
The most UNPLEASANT shopping experience ever, I purchased a shoe from Edgars online using Happy Pay. The shoe was too tight so I returned the item the next day after it came thinking they would just refund my happy pay account and that would be that but then I was told they can only refund me via an Edgars gift card, I said fine because I was just going to use it to get some winter things for my daughter. So I tried purchasing some items online, some of which were sale items but the gift card wouldn't work, I went into Canal walks branch to find out what the issue was and I was informed that the gift card can only be used in store, I said fine and just picked up the items in store. I get to the till and as they are ringing it up I notice the sale items price are not ringing up as sale prices. They then tell me that those items are an online sale only. This was such a terribly unpleasant shopping experience I would say rather shopping with Bash. This type of stupidity when it comes to company policies is why the Edgars group have closed down so many stores. Now I'm sitting with a useless gift card with a balance I can't use on anything I would want.
Helpful (0)
|Replies (0)MM
Mason M
1 reviews | Active since Jan 2020
18 Mar 2026, 17:52
Edgars should close down for GOOD!
The most UNPLEASANT shopping experience ever, I purchased a shoe from Edgars online using Happy Pay. The shoe was too tight so I returned the item the next day after it came thinking they would just refund my happy pay account and that would be that but then I was told they can only refund me via an Edgars gift card, I said fine because I was just going to use it to get some winter things for my daughter. So I tried purchasing some items online, some of which were sale items but the gift card wouldn't work, I went into Canal walks branch to find out what the issue was and I was informed that the gift card can only be used in store, I said fine and just picked up the items in store. I get to the till and as they are ringing it up I notice the sale items price are not ringing up as sale prices. They then tell me that those items are an online sale only. This was such a terribly unpleasant shopping experience I would say rather shopping with Bash. This type of stupidity when it comes to company policies is why the Edgars group have closed down so many stores. Now I'm sitting with a useless gift card with a balance I can't use on anything I would want.
0
Replies (0)IP
Ida P
1 reviews | Active since Jan 2020
17 Mar 2026, 09:02
Dissatisfied with Edgars' refusal to close my account
My name is Josephine, a very disheartened customer of Edgars. I have tried several times to pay up my account and close it, but Edgars keeps refusing to assist me. They keep on continuing the service and charging me money monthly for a service I no longer use. I feel ****** by this store and would like help with reporting them to the ombudsman as I will not be held hostage without my will. Please assist urgently.
Helpful (0)
|Replies (0)IP
Ida P
1 reviews | Active since Jan 2020
17 Mar 2026, 09:02
Dissatisfied with Edgars' refusal to close my account
My name is Josephine, a very disheartened customer of Edgars. I have tried several times to pay up my account and close it, but Edgars keeps refusing to assist me. They keep on continuing the service and charging me money monthly for a service I no longer use. I feel ****** by this store and would like help with reporting them to the ombudsman as I will not be held hostage without my will. Please assist urgently.
0
Replies (0)MH
NG
Nolwazi G
1 reviews | Active since Jan 2020
13 Mar 2026, 20:31
Poor Customer Service and Account Management
On 10th December 2025, after receiving a monthly statement from Edgars/RCS, I emailed their customer care department to make them aware that interest had been charged on my account and I have always opted for the interest-free option. My monthly payments are honoured and therefore there should be no interest charge. I sent a follow-up email a week later. Since then, I have been emailing Edgars/RCS monthly, sometimes twice a month. The customer care department forwards my email to the accounts department who never responds and there is no accountability. Four months later and there has been no response or resolution.
Helpful (0)
|Replies (0)NG
Nolwazi G
1 reviews | Active since Jan 2020
13 Mar 2026, 20:31
Poor Customer Service and Account Management
On 10th December 2025, after receiving a monthly statement from Edgars/RCS, I emailed their customer care department to make them aware that interest had been charged on my account and I have always opted for the interest-free option. My monthly payments are honoured and therefore there should be no interest charge. I sent a follow-up email a week later. Since then, I have been emailing Edgars/RCS monthly, sometimes twice a month. The customer care department forwards my email to the accounts department who never responds and there is no accountability. Four months later and there has been no response or resolution.
0
Replies (0)AK
Asiphe K
1 reviews | Active since Jan 2020
12 Mar 2026, 14:26
Edgars Mall of Thembisa - Puti and Kgomotso
Edgars Mall Of Thembisa Puti and Kgomotso, they were so friendly and helpful,there is a special 2 for 2 I didn’t even understand it,Kgomotso was at the till and she advised me more about it while Puti was packing by the children’s section,she assisted me with what I wanted and the sizes,they are amazing,keep it up ladies
Helpful (0)
|Replies (0)AK
Asiphe K
1 reviews | Active since Jan 2020
12 Mar 2026, 14:26
Edgars Mall of Thembisa - Puti and Kgomotso
Edgars Mall Of Thembisa Puti and Kgomotso, they were so friendly and helpful,there is a special 2 for 2 I didn’t even understand it,Kgomotso was at the till and she advised me more about it while Puti was packing by the children’s section,she assisted me with what I wanted and the sizes,they are amazing,keep it up ladies
0
Replies (0)BB
XM
Xolani M
1 reviews | Active since Jan 2020
12 Mar 2026, 07:37
v013admin@retailability.co.za
On 13 February 2026, I ordered my favourite oud cologne, the 200ml Hugo Boss Parfum that was on sale (R2480.00) on the Edgars Website (Order number: 30010362414) and made a partial payment via PayJustNow (Reference:9av88BGMdG) – See the attached Edgars Invoice and the PayJustNow Proof of Payment. The perfume was collected via Pargo at Clicks V&A Waterfront in Cape Town on 18 Feb 2026. When I unboxed the perfume on 20 Feb 2026, I noticed the bottle was different from the one I am used to as advertised on the website, but I just thought it has eveloved. I was so dissapointed when I open the cologne and sprayed it. The scent was weak like it was diluted and did not even last. I tested it until 24 Feb when I decided to return it to the nearest Edgars Store as I was really dissapointed, bearing in mind that it costed R2480.00. I took it to Edgars Canal Walk Mall in Century City, Cape Town. The official working in the perfume section assisted me but comparing the scent of the “****”perfume to a similar perfume at the store. They confirmed the obviously different and week smell compared to the original one. They even laughed at me for buying online and adviced me to never buy online as many customers usually complain. They called the brach Manager who was rude, to advice me on the procedure to follow to request a refund. She adviced me to request online and return the perfume to the store only after receiving the confirmation to my request which I did on the same day. On the next day, 25 February, I received an email confirmation with the invoice attached to be handed to the branch manager for a quality assessment which should take a couple of days. The manager was so rude and discourageous, she insisted that she’s not promising a positive feedback as she does not see anything wrong with the perfume. I asked her to do the same by spaying the original and the **** one just to do the obvious comparison in the scent, but she refused and said she’s not a perfume specialist. (See attached email trail) As I awaited the feedback, I tried following up to get an update but my calls were not answered and I sent several emails until I finally received a phonecall from the Canal Walk branch manager on 2 March notifying me that as expected the request for refund was declined by the area manager as there was nothing wrong with perfume. I was dissappointed and frustrated, I requested a written response with the quality test results, which I had to make several phonecalls first and send emails which were ignored before I could obtain the response. On 5 March, I finally received the long awaited feedback from the Area Manager, Sakina Daya via Stephanie Gounden (Online Queries -webqueries@retailability.co.za) which was just an email stating that the tests were done, there’s nothing wrong with the perfume ( As I’d expected from the attitude of the branch manager). See the email quoted below: “Good day All, I hope you well, I was in store yesterday and I had smelt the returned fragrance and there was nothing wrong with the scent HOWEVER I had taken it one step further and had asked Veronique from HO to run a batch check on the manufacturing date of the fragrance in question. Veronique has advised that the fragrance was manufactured the back end of 2025 and as a result there is nothing wrong with the fragrance and we cannot issue a credit. As per our returns policy.. The efficacy and scent of each fragrance is influenced by many factors. It is often unique to each customer and can be affected by many things, including your diet or the PH balance of your skin. Based on this – we cannot guarantee the product performs the same across each individual. Regards Sakina Daya”
Helpful (0)
|Replies (0)XM
Xolani M
1 reviews | Active since Jan 2020
12 Mar 2026, 07:37
v013admin@retailability.co.za
On 13 February 2026, I ordered my favourite oud cologne, the 200ml Hugo Boss Parfum that was on sale (R2480.00) on the Edgars Website (Order number: 30010362414) and made a partial payment via PayJustNow (Reference:9av88BGMdG) – See the attached Edgars Invoice and the PayJustNow Proof of Payment. The perfume was collected via Pargo at Clicks V&A Waterfront in Cape Town on 18 Feb 2026. When I unboxed the perfume on 20 Feb 2026, I noticed the bottle was different from the one I am used to as advertised on the website, but I just thought it has eveloved. I was so dissapointed when I open the cologne and sprayed it. The scent was weak like it was diluted and did not even last. I tested it until 24 Feb when I decided to return it to the nearest Edgars Store as I was really dissapointed, bearing in mind that it costed R2480.00. I took it to Edgars Canal Walk Mall in Century City, Cape Town. The official working in the perfume section assisted me but comparing the scent of the “****”perfume to a similar perfume at the store. They confirmed the obviously different and week smell compared to the original one. They even laughed at me for buying online and adviced me to never buy online as many customers usually complain. They called the brach Manager who was rude, to advice me on the procedure to follow to request a refund. She adviced me to request online and return the perfume to the store only after receiving the confirmation to my request which I did on the same day. On the next day, 25 February, I received an email confirmation with the invoice attached to be handed to the branch manager for a quality assessment which should take a couple of days. The manager was so rude and discourageous, she insisted that she’s not promising a positive feedback as she does not see anything wrong with the perfume. I asked her to do the same by spaying the original and the **** one just to do the obvious comparison in the scent, but she refused and said she’s not a perfume specialist. (See attached email trail) As I awaited the feedback, I tried following up to get an update but my calls were not answered and I sent several emails until I finally received a phonecall from the Canal Walk branch manager on 2 March notifying me that as expected the request for refund was declined by the area manager as there was nothing wrong with perfume. I was dissappointed and frustrated, I requested a written response with the quality test results, which I had to make several phonecalls first and send emails which were ignored before I could obtain the response. On 5 March, I finally received the long awaited feedback from the Area Manager, Sakina Daya via Stephanie Gounden (Online Queries -webqueries@retailability.co.za) which was just an email stating that the tests were done, there’s nothing wrong with the perfume ( As I’d expected from the attitude of the branch manager). See the email quoted below: “Good day All, I hope you well, I was in store yesterday and I had smelt the returned fragrance and there was nothing wrong with the scent HOWEVER I had taken it one step further and had asked Veronique from HO to run a batch check on the manufacturing date of the fragrance in question. Veronique has advised that the fragrance was manufactured the back end of 2025 and as a result there is nothing wrong with the fragrance and we cannot issue a credit. As per our returns policy.. The efficacy and scent of each fragrance is influenced by many factors. It is often unique to each customer and can be affected by many things, including your diet or the PH balance of your skin. Based on this – we cannot guarantee the product performs the same across each individual. Regards Sakina Daya”
0
Replies (0)