SK
Stephan K
Active since Sep 2017
3
Reviews
0
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Reviews
3 reviews68 months ago
Shameful, shameful, shameful customer service.
I am completely appalled at the so-called "customer service" I received from MFC over the past week. Whenever my debit order date falls on a Sunday, the debit order for my account is simply not processed, unlike other debit orders that move to the next or sometimes the previous business day. This month, I manually paid the installment and on the same day (2020-11-11) the debit order was finally processed, thus leaving me having to get my manual payment refunded. The timeline for this refund looks thus: 2020-11-11: Called the number, advised that I need to call them the next day when the payment reflects on their account. 2020-11-12: Called the number, as instructed, advised that I need to call them the next day when the payment reflects on their account, which is odd, because a Nedbank to Nedbank payment reflects on the receiving party's account immediately. 2020-11-13: 1st call: Advised that the payment did reflect on their account and that it would be processed within 48-72 hours. 2nd call: Received a call from MFC, advising that I first need to submit a copy of my bank statements to ensure that the debit order was not reversed. 2020-11-16: Called the number, mailed statements not processed yet. 2020-11-17: 1st call, 15:45: Informed that the mailed statements have not been processed yet and when I insisted to speak to a line manager or team leader, I was advised that someone would call me within a few minutes. Nobody ever did. 2nd call, 16:05: Informed that the refund has been "sent for release" and that the money will reflect in my account within 48-72 hours. Since this is, again, Nedbank to Nedbank, it is supposed to be immediate. 2020-11-18: No refund. 2020-11-19: 1st call: Informed that the refund has been "released," but that it has not been processed yet and that the money would reflect in my account within 48-72 hours. Look, I understand that large corporations and companies have processes and procedures to follow, but this is pathetic to the point of being ridiculous and whenever I insist to speak to someone in charge, the agent at the call center either doesn't respond at all or gives me some excuse about the responsible person being in another department and that they can't transfer me to that person, but will put in a request that the person contact me, which of course never happens. This review serves as but a warning to other potential MFC customers out there, but as for me, I'll do what I do in situations like these and talk with my wallet; I will never finance anything via MFC again and for the first time in my 22-year history with them, I am seriously considering closing my account with Nedbank.
1 reply
95 months ago
Yes! This is how it should be done
So, my second tussle with braaiculture.com and the short version, for those who have read the previous review, is that it has been the exact opposite experience compared to the previous one. It is, I think, exactly what online shopping should be; convenient, reassuring and reasonably timed, but a few details for those who want more information. As a customer, especially when shopping online and even more so when using a web based supplier for the first time, I like to be kept informed about things every step of the way and this is where braaiculture.com fell dismally short on the previous occasion, but thanks to the changes made in the interim, this is no longer the case and a lot of e-retailers can even learn a lesson or two from how they do things. Your confirmation email explicitly states that certain large items are not kept in stock, but are manufactured to order and will therefore take longer to deliver, also alluding to the fact that delays may happen before the order is sent out, as was the case with my previous order. Reasonable in my book, as long is the customer is kept informed of what's going on and while I experienced no delays on this order, I feel that I can safely assume that they have devised some way of keeping the customers updated if that should happen. Braaiculture.com's new courier company is on a whole different playing field compared to all the others I've dealt with in the past and the level of communication they offer to clients is something that everyone should attempt to emulate. Not only will you receive an email with a tracking number as soon as they receive the delivery order, but you will also receive an update email every time the status of your order changes, i.e. when the order is received, when the product arrives at the depot, when it is sent to regional offices and, finally, when you package is sent to your door. Generally a very positive experience shopping with braaiculture.com and while I am a hard man to please, all that's really left to say is that I am pleased.
1 reply
98 months ago
A braai we will never attend again.
<p>Terrible customer service. We ordered a gas fireplace from braaiculture.com on 8 May 2018, fully expecting and prepared for delivery of the fireplace to take about 5 to 7 working days as is the norm for online shopping when you live in rural South Africa. If only we were so lucky. Upon my first query on 15 May 2018, the customer service representative (Stephanie Nel) informed me that the product would be dispatched the following week, but when I queried it again on 24 May 2018, she informed me that the supplier had delays at the factory, but that the fireplace would be dispatched to the distribution warehouse the following day and be delivered to me a few working days later, but again this did not happen. Today (31 May 2018) was my third query on delivery of this product, but today the story changed and I was informed that the fireplace only left the factory on 29 May 2018 and will be delivered tomorrow 1 June 2018. (I will update the review with a result when, or rather if, it ever happens. While I am completely aware and accepting of delays in the manufacture/delivery of goods and services, I cannot help but feel that there is something else afoot with this particular order and that I have been lied to by the customer service department about the status of my order.</p>
4 replies
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1 Star
1 (33.333333333333336%)