LACK OF PROPER COMMUNICATION AND CUSTOMER SERVICE

I purchase two items via purple carrot late November 2024 I received all items in good standing, with a minor issue the bracelet I ordered was too small I called and asked them if it was possible to exchange but I was told that in order to exchange I will have to pay my own courier fee of which did not make any sense to me decided to return the item, these consultants have no slightest idea what customer service is, they have a whatsapp number where you can send requests through the whatsapp number I tested whoever was responsible and was on the other end was just so unbothered with my request, I sent the item back, guess what instead of informing me that they have received the item they kept quiet continued with their day as normal as if nothing happened no acknowledgement whatsoever. I decided to call back cause I had a tracking number I could see on my side that the item was delivered by the courier. Anita confirmed that she received the bracelet on the 4th of December which was last week Wednesday and she told me that unfortunately they only do their payments and reimbur*****ts once a week which is Tuesday and promised that the reimbur*****t will be processed on Tuesday the 10th, I then requested for something in black and white stating exactly what she told me and she did as per below:

From: Purple-Carrot | Shop <shop@purple-carrot.co.za> Sent: Wednesday, December 4, 2024 9:08 AM To: letho.mazinyo Cc: Purple-Carrot | Payments <payments@purple-carrot.co.za> Subject: 1149769 Good Day Lethokuhle

We received your Roly Bracelet and we send your request for a refund of R....... to our Finance department.

Refunds are normally paid once a week on a Tuesday so your refund will be paid on 10 Dec.

10th Dec passes I call them on the 11th Anita told me she will speak to her accounts departments to confirm whether they have processed the refund and get back, no response decided to email them to followup as per below:

From: Lethokuhle Mazinyo Sent: Wednesday, December 11, 2024 11:28 AM To: Purple-Carrot | Shop <shop@purple-carrot.co.za> Subject: ATT: ANITA: ORDER 1149769 - CREDIT NOTE FOLLOW-UP Good day Anita

Hope all is well I was just doing a follow-up on the below refund that was supposed to have been paid yesterday to my account whether it was processed accordingly. The funds are not yet reflecting/received on my account.

Kind regards Miss LK Mazinyo

No response, I call back and I was told that they couldn't process the refund but they will do it today and send me POP

Why is it that every time I am the one reaching out to them? Is there no one responsible for incoming email queries who responds promptly to customers or they just do not care maybe I am the one who is not aware they that cater to a particular class of customers cause there is no way you will just keep quiet running a business and ignoring customers are we as customers supposed to thumb suck information be on a guessing game how far they are what they are up to with my query and request even if its a self established family business how you service your customers is key, communication and acknowledgement is key had to send the 2nd email cause I was really ****ed now I think I have been very lenient but now just tired of having to be the only one reaching out what kind of service is this

From: Lethokuhle Mazinyo Sent: Wednesday, December 11, 2024 3:38 PM To: Purple-Carrot | Shop <shop@purple-carrot.co.za> Subject: Re: ATT: ANITA: ORDER 1149769 - CREDIT NOTE FOLLOW-UP Good afternoon

Is there any particular reason why purple carrot barely responds to email communication? Or you just don't care that you are inconveniencing your customers to suit your own needs as a store. I need to be reimbursed the money you promised that you will be reimburse on Tuesday from what I was told payments and reimbur*****ts are processed once a week which is Tuesday but up until to date I have no received an acknowledgement or any response from this shop regarding my reimbur*****t or you only pay attention to certain criteria of people to ensure that they are catered to accordingly, now I'm the one who is calling you constantly pestering you guys to do you job in your shop.

please observe the time differences 11:28 and 15:38 dead silence I am certain I am not over reacting. I am big on service I hate being offered ****ty service