Faieka K

MAK9073209

Kindly note I purchased an item online , but it was not suitable and I returned it on 1/02/2025 to your Ottery branch. (see return slip attached) The service consultant advised the refund would take 5-7 days. After 9 days I followed up only to be advised that the request for a refund was not logged. The gentlemen I spoke with last week (13/2) told me he would escalate the request, but Monday (17/2) when I called again a different consultant told me there was not escalation logged that he could trace. He then said that he would log it but today(19/02) I called again and spoke to Katlego and was told the escalation logged 17/2 was redirected to the wrong dept and would need to be done again, I asked that it be prioritized and after speaking with her manager, she advised it would take 5-10 days . HOW IS THIS AN ESCALATION OR A PRIORITY when the time for an escalation is now longer than the actual refund period This is unacceptable that one should wait so long for a simple refund. Please keep in mind that we are now way past 5-7 days and now on 14 working days . The service I have received has been shocking and lacking. Very disappointing and I doubt I will ever attempt to purchase something from your store again.