Extremely Unprofessional and ********* Experience with Futurama

I had an extremely disappointing experience with Futurama regarding an online order valued at R4,778 including shipping.

Initially, I dealt with Josh, who sent me an invoice which I promptly paid. After payment, communication became very poor. I then spoke to Jason, who informed me that Josh was unavailable due personal reasons which was understandble and that Josh would deal with the order once he returned. Unfortunately, nothing progressed.

Over the next two weeks, I continuously followed up with different staff members, and later Marno, trying to get clarity on when I would receive my order. I kept receiving excuses relating to suppliers and delays, but no concrete answers or delivery details.

After nearly three weeks, I was suddenly informed via WhatsApp that Josh had allegedly made a pricing mistake and that I now needed to pay an additional R1,254.93 for the exact same product already advertised on their website and invoiced to me.

Fortunately, I had taken screenshots of the advertised website pricing before purchase. When I questioned this, I was initially told by Marno that the website did not reflect the price I claimed, until I provided proof. I was then promised that my order would still be delivered by Friday.

However, after more unanswered messages and ignored calls, I eventually received another message stating that Futurama would not honour the original advertised and invoiced price. My options were either to pay the additional amount or accept a refund.

To make matters worse, while this was happening, I found another product on their website listed at a certain price. When I queried whether that advertised price was correct, I was again informed that the website price was incorrect and was given a substantially higher “correct” price instead.

This raised serious concerns for me regarding their pricing accuracy, online sales processes, and overall professionalism.

I ultimately requested a full refund immediately. Although I did eventually receive the refund after escalating the matter with their accounts department, the entire experience was stressful, time-consuming, and highly unprofessional.

In my opinion, this was an extremely poor customer experience. Communication was inconsistent, pricing was not honoured, and the overall handling of the situation felt ********* and disorganised.

I will not be dealing with Futurama again.