Based on recent customer reviews, Incredible Connection faces severe and systemic service failures across virtually every aspect of its operations. The business is overwhelmed by complaints about undelivered online orders, non-existent communication, broken warranty and returns processes, and unhelpful or rude staff. While a handful of individual employees are praised by name for exceptional in-store service, these bright spots are vastly overshadowed by recurring negative patterns.
Top Strengths:
- •Staff & In-Store Experience: A small number of standout staff members like Themba (Bethlehem), Tshepo (Grove Mall), and Elaine (Cresta) are praised by name for patience, product knowledge, and going the extra mile for customers.
TrustIndex
2.2
Score
Ranking
#128
in Electronics & Technology
NPS Score
-84
Recommended: Unlikely
May '25 - Apr '26
Recent reviews (468)
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
1 reviews | Active since Jan 2020
STUDENT REWARDS
Ticket: 1464395- I am writing to formally raise a complaint regarding the student reward vouchers that were promised to me upon purchasing two laptops for my daughters.At the time of purchase, I was informed that each laptop qualified for a R750 student reward voucher. I subsequently completed all required steps to claim these vouchers, including online registration, submission of supporting documents, and follow-up email correspondence where all requested documentation was provided again.Despite complying fully with the process, I have yet to receive the vouchers. I have also contacted your customer service line, where I was advised that the matter would be escalated. However, to date, I have received no feedback, and all attempts to obtain an update on the status of the vouchers have been unsuccessful. This lack of communication and resolution is extremely frustrating and unacceptable.
1 reviews | Active since Jan 2020
STUDENT REWARDS
Ticket: 1464395- I am writing to formally raise a complaint regarding the student reward vouchers that were promised to me upon purchasing two laptops for my daughters.At the time of purchase, I was informed that each laptop qualified for a R750 student reward voucher. I subsequently completed all required steps to claim these vouchers, including online registration, submission of supporting documents, and follow-up email correspondence where all requested documentation was provided again.Despite complying fully with the process, I have yet to receive the vouchers. I have also contacted your customer service line, where I was advised that the matter would be escalated. However, to date, I have received no feedback, and all attempts to obtain an update on the status of the vouchers have been unsuccessful. This lack of communication and resolution is extremely frustrating and unacceptable.
1 reviews | Active since Jan 2020
Mediocrity the order of the day
I’ve had a very disappointing experience with Incredible Connection regarding a warranty/refund query. The process has dragged on for far longer than it should have, with repeated follow-ups on my side and very little meaningful communication. I’ve been asked for the same information multiple times, escalated the matter several times, and still struggled to get a clear resolution. What is most frustrating is that I’ve now received feedback stating the query has been “resolved”, while I have still not been reimbursed. I was informed that the original product (Shokz earphones) is no longer available due to distribution issues, and while I declined an alternative, I indicated clearly that I am happy to proceed with a refund. Despite this, the matter appears to be marked as closed internally without the actual outcome (refund) being completed. Overall, the experience has felt disjointed, with a lack of ownership and follow-through. I’m simply looking for the refund to be processed so this matter can be properly concluded.
1 reviews | Active since Jan 2020
Mediocrity the order of the day
I’ve had a very disappointing experience with Incredible Connection regarding a warranty/refund query. The process has dragged on for far longer than it should have, with repeated follow-ups on my side and very little meaningful communication. I’ve been asked for the same information multiple times, escalated the matter several times, and still struggled to get a clear resolution. What is most frustrating is that I’ve now received feedback stating the query has been “resolved”, while I have still not been reimbursed. I was informed that the original product (Shokz earphones) is no longer available due to distribution issues, and while I declined an alternative, I indicated clearly that I am happy to proceed with a refund. Despite this, the matter appears to be marked as closed internally without the actual outcome (refund) being completed. Overall, the experience has felt disjointed, with a lack of ownership and follow-through. I’m simply looking for the refund to be processed so this matter can be properly concluded.
1 reviews | Active since Jan 2020
VERY BAD PRODUCTS 3RD TIME
My fiancée purchased a laptop bag from your store valued at R1200.00. Unfortunately, within less than a month of normal use (not even everyday only monday to friday), the bag began to tear. This was extremely disappointing, as the quality did not match what was promised at the time of purchase "leather". Did not match the price I returned the item to the store, expecting a fair and prompt resolution. Instead, I only received feedback nearly three weeks later, informing me that I may select alternative items to the same value, but that no refund would be issued. While I accepted this under protest, I do not believe this aligns with reasonable customer service standards. On 17 March 2026, I selected two identical watches, for which I was also required to pay in an additional amount. I only switch on, did not even wear it, one of them immediately displayed a screen glitch/fault. At this point, I am extremely dissatisfied with both the quality of the products and the handling of this matter. This matter is particularly sensitive to me, as it is not the first time I have experienced issues with Incredible Connection. Approximately two years ago, I purchased a laptop from your store which also developed a fault. Due to the 21-working-day policy and the fact that I rely on my laptop daily for work, I was left with no practical option but to have the issue repaired at my own expense.
1 reviews | Active since Jan 2020
VERY BAD PRODUCTS 3RD TIME
My fiancée purchased a laptop bag from your store valued at R1200.00. Unfortunately, within less than a month of normal use (not even everyday only monday to friday), the bag began to tear. This was extremely disappointing, as the quality did not match what was promised at the time of purchase "leather". Did not match the price I returned the item to the store, expecting a fair and prompt resolution. Instead, I only received feedback nearly three weeks later, informing me that I may select alternative items to the same value, but that no refund would be issued. While I accepted this under protest, I do not believe this aligns with reasonable customer service standards. On 17 March 2026, I selected two identical watches, for which I was also required to pay in an additional amount. I only switch on, did not even wear it, one of them immediately displayed a screen glitch/fault. At this point, I am extremely dissatisfied with both the quality of the products and the handling of this matter. This matter is particularly sensitive to me, as it is not the first time I have experienced issues with Incredible Connection. Approximately two years ago, I purchased a laptop from your store which also developed a fault. Due to the 21-working-day policy and the fact that I rely on my laptop daily for work, I was left with no practical option but to have the issue repaired at my own expense.
1 reviews | Active since Jan 2020
Lungelo - no urgency to resolve
I am extremely disappointed with the service I’ve received from Incredible Connection. I placed an order online for 2 Microsoft vouchers and 1 PlayStation voucher, but instead received a completely incorrect item (a Flash voucher). This is a straightforward error on their side, yet resolving it has been unnecessarily difficult. After contacting customer support, I was assisted by an agent who advised that the matter would be looked into within 24 hours. Instead of ensuring proper resolution or escalation, the ticket was simply closed, leaving me without a solution. I have also logged a formal complaint against the agent, Lungelo, which was acknowledged as received by the same agent, yet no further action or escalation has taken place. I have since had to follow up again, wasting my time trying to correct a mistake that was not mine to begin with. There has been no sense of urgency or ownership in resolving the issue. It is unacceptable that a customer receives the wrong product and is then left to chase a resolution, especially for something as simple as digital vouchers.
1 reviews | Active since Jan 2020
Lungelo - no urgency to resolve
I am extremely disappointed with the service I’ve received from Incredible Connection. I placed an order online for 2 Microsoft vouchers and 1 PlayStation voucher, but instead received a completely incorrect item (a Flash voucher). This is a straightforward error on their side, yet resolving it has been unnecessarily difficult. After contacting customer support, I was assisted by an agent who advised that the matter would be looked into within 24 hours. Instead of ensuring proper resolution or escalation, the ticket was simply closed, leaving me without a solution. I have also logged a formal complaint against the agent, Lungelo, which was acknowledged as received by the same agent, yet no further action or escalation has taken place. I have since had to follow up again, wasting my time trying to correct a mistake that was not mine to begin with. There has been no sense of urgency or ownership in resolving the issue. It is unacceptable that a customer receives the wrong product and is then left to chase a resolution, especially for something as simple as digital vouchers.
1 reviews | Active since Jan 2020
The most friendly and efficient staff
The most friendly and efficient staff. Did their utmost to find what I needed.
1 reviews | Active since Jan 2020
The most friendly and efficient staff
The most friendly and efficient staff. Did their utmost to find what I needed.
1 reviews | Active since Jan 2020
Disappointed
I ordered furniture on Rochester online store over a week ago and was I formed via SMS that it will be delivered the Friday and then the Saturday that same week. I work during the week and on weekends and arranged to be home to receive my furniture. No one came to deliver and I never received any calls or messages saying it will not come anymore on those days. I phoned numerous times. I was informed that it should come on Monday, I made arrangements by my work again, still no one came and no one informed me that the delivery would not be made that day. I then phoned again to find out what is going on, I was told they would come on Wednesday, I told them that I can't because I will be working the whole day till the following day 08:00AM as my work is in the security industry, I was on duty and couldn't leave my post. I then in the same phone all organised for my furniture to be delivered the following day(Thursday) as I will be off duty, I also arranged with the courier company(incredible connection delivery) for Thursday when they phoned later on the Wednesday requesting to drop the things off on that same Wednesday, after I explained that I cannot get off work to receive the furniture. I was told by both Rochester and the courier company(Incredible Connection delivery) that it will not be a problem and that I will receive my furniture on Thursday. Thursday around 15:00, after waiting the whole day I phoned the courier company to find out if they are still coming they told me no they are in a whole other town. I phoned Rochester they asked if I can rather receive the furniture on Friday as they will not be coming to me that day anymore, I explained that I will be working and won't be able to receive it as I will be at work and won't be able to get off to receive my furniture, I also complained about the fact that this is affecting my work, I was told that they will speak to the manager and get back to me shortly, I never received a phone call with them getting back to me. Friday around 09:00Am I get a call from incredible connection delivery saying they want to deliver my furniture after I explained that I will be at work, on the phone call I tell them that I can't come because of work and all they tell me is that this is a problem now, as if I'm the issue now. This is poor service and lack of communication. This is becoming a big problem by my work now. This is very disappointing and I will not be recommending any of these businesses to anyone.
1 reviews | Active since Jan 2020
Disappointed
I ordered furniture on Rochester online store over a week ago and was I formed via SMS that it will be delivered the Friday and then the Saturday that same week. I work during the week and on weekends and arranged to be home to receive my furniture. No one came to deliver and I never received any calls or messages saying it will not come anymore on those days. I phoned numerous times. I was informed that it should come on Monday, I made arrangements by my work again, still no one came and no one informed me that the delivery would not be made that day. I then phoned again to find out what is going on, I was told they would come on Wednesday, I told them that I can't because I will be working the whole day till the following day 08:00AM as my work is in the security industry, I was on duty and couldn't leave my post. I then in the same phone all organised for my furniture to be delivered the following day(Thursday) as I will be off duty, I also arranged with the courier company(incredible connection delivery) for Thursday when they phoned later on the Wednesday requesting to drop the things off on that same Wednesday, after I explained that I cannot get off work to receive the furniture. I was told by both Rochester and the courier company(Incredible Connection delivery) that it will not be a problem and that I will receive my furniture on Thursday. Thursday around 15:00, after waiting the whole day I phoned the courier company to find out if they are still coming they told me no they are in a whole other town. I phoned Rochester they asked if I can rather receive the furniture on Friday as they will not be coming to me that day anymore, I explained that I will be working and won't be able to receive it as I will be at work and won't be able to get off to receive my furniture, I also complained about the fact that this is affecting my work, I was told that they will speak to the manager and get back to me shortly, I never received a phone call with them getting back to me. Friday around 09:00Am I get a call from incredible connection delivery saying they want to deliver my furniture after I explained that I will be at work, on the phone call I tell them that I can't come because of work and all they tell me is that this is a problem now, as if I'm the issue now. This is poor service and lack of communication. This is becoming a big problem by my work now. This is very disappointing and I will not be recommending any of these businesses to anyone.
1 reviews | Active since Jan 2020
Do not buy online Incredible Connection EVER!!
Do not buy online Incredible Connection EVER!! They will not give you update on the order and you will receive an SMS saying your order will be delivered today and nope you will not get it. I am not exaggerating when I say 5 days after order placed in Gauteng it was not delivered and the customer center cant even track where it is. Still today 6 days later I don't have my order. DO NOT WASTE YOUR MONEY AT THIS BUSINESS, FIND ANOTHER PLACE TO ORDER.
1 reviews | Active since Jan 2020
Do not buy online Incredible Connection EVER!!
Do not buy online Incredible Connection EVER!! They will not give you update on the order and you will receive an SMS saying your order will be delivered today and nope you will not get it. I am not exaggerating when I say 5 days after order placed in Gauteng it was not delivered and the customer center cant even track where it is. Still today 6 days later I don't have my order. DO NOT WASTE YOUR MONEY AT THIS BUSINESS, FIND ANOTHER PLACE TO ORDER.
1 reviews | Active since Jan 2020
Incredible Connection sold me a faulty refrigerator!!!!
I bought a Defy French door fridge from the Greenstone store at the end of January. It was on special for R17,000. Unfortunately, my experience since then has been extremely disappointing. When I unboxed the fridge, I noticed a small dent on one of the doors. At the time I was willing to overlook it, but the problems that followed have made me regret my decision to buy from this store. The fridge does not seem to keep food fresh. Food starts going bad within a few days of being stored in it. In addition, the fridge makes unusual noises, especially at night. I also recently discovered another issue with the water dispenser. I do not normally drink cold water, so I had never used it before. Last week my partner poured water into the dispenser and we were shocked to see that it leaks continuously. This raises serious concerns about whether the fridge is faulty or if it might have been a returned or damaged unit that was resold. On top of these product issues, there are also problems with the payment process. My first instalment was supposed to be deducted on the last day of February, but it has still not been deducted to date. When I called the store on 2 March 2026, I was told to keep the money in my account and that the deduction would eventually go through. I was also told that if it does not go through, I should visit one of their stores to make the payment myself. I called the store again today and was given another number to follow up on why the payment has not been deducted. This is very concerning, as it should be the store’s responsibility to ensure their payment systems are working correctly. I am also worried about how this might affect my credit profile. I do not want to be listed as a late or non-payer for something that is clearly outside of my control. The funds have been available in my account, but the store has simply not processed the debit. This has been my first purchase from this store, and unfortunately it has been a very frustrating experience. Based on what I have experienced so far, I would not recommend buying from them. I would appreciate urgent assistance to investigate the faults with this fridge and to resolve the payment issue.
1 reviews | Active since Jan 2020
Incredible Connection sold me a faulty refrigerator!!!!
I bought a Defy French door fridge from the Greenstone store at the end of January. It was on special for R17,000. Unfortunately, my experience since then has been extremely disappointing. When I unboxed the fridge, I noticed a small dent on one of the doors. At the time I was willing to overlook it, but the problems that followed have made me regret my decision to buy from this store. The fridge does not seem to keep food fresh. Food starts going bad within a few days of being stored in it. In addition, the fridge makes unusual noises, especially at night. I also recently discovered another issue with the water dispenser. I do not normally drink cold water, so I had never used it before. Last week my partner poured water into the dispenser and we were shocked to see that it leaks continuously. This raises serious concerns about whether the fridge is faulty or if it might have been a returned or damaged unit that was resold. On top of these product issues, there are also problems with the payment process. My first instalment was supposed to be deducted on the last day of February, but it has still not been deducted to date. When I called the store on 2 March 2026, I was told to keep the money in my account and that the deduction would eventually go through. I was also told that if it does not go through, I should visit one of their stores to make the payment myself. I called the store again today and was given another number to follow up on why the payment has not been deducted. This is very concerning, as it should be the store’s responsibility to ensure their payment systems are working correctly. I am also worried about how this might affect my credit profile. I do not want to be listed as a late or non-payer for something that is clearly outside of my control. The funds have been available in my account, but the store has simply not processed the debit. This has been my first purchase from this store, and unfortunately it has been a very frustrating experience. Based on what I have experienced so far, I would not recommend buying from them. I would appreciate urgent assistance to investigate the faults with this fridge and to resolve the payment issue.