Q
QUENCH
Claimed Business
Q
Performance(last 12 months):
#53Ranked In Retail
0 NPSUnlikely
Ranking
#53
in Retail
NPS Score
0
Recommended: Unlikely
Recent reviews (1)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceBB
Beryl B
1 reviews | Active since Jan 2020
6 May 2025, 09:51
professional and friendly service - Quench
Not all days go well, and when there was a hiccup with the installation of our filter system, Quench did not quibble or hesitate to rectify the problem with prompt and friendly action. Very professional service. Thank you!
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Beryl B
1 reviews | Active since Jan 2020
6 May 2025, 09:51
professional and friendly service - Quench
Not all days go well, and when there was a hiccup with the installation of our filter system, Quench did not quibble or hesitate to rectify the problem with prompt and friendly action. Very professional service. Thank you!
0
Replies (0)AM
Anele M
1 reviews | Active since Jan 2020
4 Apr 2022, 22:57
Terrible Payment Processing; likely a SCAM
Terrible service. I placed an order with them, they charged a R1 verification charge (that’s fine, every online retailer does so when you first add a card) but then they called me a few moments later to say that they couldn’t start packing my order because the payment didn’t go through. , which was weird because I’d assumed if they successfully charged the verification charge that they should be able to charge for the order. I was then told to remove and re-add my card, which I did (another verification charge but okay, it’s refundable) and they said they couldn’t process the payment again and that my bank must be the issue. That’s really weird because I had MORE than sufficient funds for that order and I’ve never had this issue with any other online retailer (CottonOn, Microsoft, UberEats, PnP Asap, Checkers60Sixty, the list goes on). I was told to call my bank to “resolve this issue”, which I did. My banker said the same thing as me which is that if they successfully charged the verification charge they should be able to charge me for my order, so the issue must be on their side. Fine, seeing as they couldn’t charge my card for some reason, I send an EFT to their bank account and reference my order. Mind you, this wasn’t the first time I’ve had to do this because the first time I ordered, there was a similar issue and one of the customer service agents sent me the company’s banking details (via email, I have a paper trail) to pay for that order because they couldn’t process the online payment, hence I figured I’d just do the same again for this new order. Then HOURS later they tell me it’s against company policy to send an eft and that they’ll need to re-charge my card for the order and refund my bank deposit. Naturally, I refused until I received my refund for the eft because I wasn’t about to pay them twice for an order I have yet to receive. The guy asks for my banking details to process the eft refund, which I gave him, and the following day I was promised that my refund was currently being processed and that I should receive it in due time. They asked to charge my card for the order again, seeing as the “refund” is already on its way but I refused and cancelled my order altogether because at that point I just went to the mall and bought the items myself because this was too tedious and draining to be dealing with. We shop online for convenience, not to be stressed out throughout the entire process and there’s still the risk of not even getting your order (despite having paid for it) It’s been over a week and I haven’t received any feedback from them regarding this. I almost forgot about this incident until it popped in my head today, so I tried checking my profile to see if they’d sent any communication or any updates but that’s when I saw that my account had been deleted. It only says “A” by my name and no other details along with it. I tried signing out and signing back in but it won’t let me. I knew this app felt suspect from the start, but I went against my better judgement and lost on my cash. Thank goodness I didn’t agree to the second charge because then they would’ve *****ed me over twice as much.
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Anele M
1 reviews | Active since Jan 2020
4 Apr 2022, 22:57
Terrible Payment Processing; likely a SCAM
Terrible service. I placed an order with them, they charged a R1 verification charge (that’s fine, every online retailer does so when you first add a card) but then they called me a few moments later to say that they couldn’t start packing my order because the payment didn’t go through. , which was weird because I’d assumed if they successfully charged the verification charge that they should be able to charge for the order. I was then told to remove and re-add my card, which I did (another verification charge but okay, it’s refundable) and they said they couldn’t process the payment again and that my bank must be the issue. That’s really weird because I had MORE than sufficient funds for that order and I’ve never had this issue with any other online retailer (CottonOn, Microsoft, UberEats, PnP Asap, Checkers60Sixty, the list goes on). I was told to call my bank to “resolve this issue”, which I did. My banker said the same thing as me which is that if they successfully charged the verification charge they should be able to charge me for my order, so the issue must be on their side. Fine, seeing as they couldn’t charge my card for some reason, I send an EFT to their bank account and reference my order. Mind you, this wasn’t the first time I’ve had to do this because the first time I ordered, there was a similar issue and one of the customer service agents sent me the company’s banking details (via email, I have a paper trail) to pay for that order because they couldn’t process the online payment, hence I figured I’d just do the same again for this new order. Then HOURS later they tell me it’s against company policy to send an eft and that they’ll need to re-charge my card for the order and refund my bank deposit. Naturally, I refused until I received my refund for the eft because I wasn’t about to pay them twice for an order I have yet to receive. The guy asks for my banking details to process the eft refund, which I gave him, and the following day I was promised that my refund was currently being processed and that I should receive it in due time. They asked to charge my card for the order again, seeing as the “refund” is already on its way but I refused and cancelled my order altogether because at that point I just went to the mall and bought the items myself because this was too tedious and draining to be dealing with. We shop online for convenience, not to be stressed out throughout the entire process and there’s still the risk of not even getting your order (despite having paid for it) It’s been over a week and I haven’t received any feedback from them regarding this. I almost forgot about this incident until it popped in my head today, so I tried checking my profile to see if they’d sent any communication or any updates but that’s when I saw that my account had been deleted. It only says “A” by my name and no other details along with it. I tried signing out and signing back in but it won’t let me. I knew this app felt suspect from the start, but I went against my better judgement and lost on my cash. Thank goodness I didn’t agree to the second charge because then they would’ve *****ed me over twice as much.
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Replies (0)LP
Lasan P
1 reviews | Active since Jan 2020
3 Feb 2021, 12:38
No customer service and wrong items delivered
Meh, 2 stars because it was pretty quick but no more because they sent 2 wrong items despite being told ‘no substitutions’. Pur a box one can tick to say whether to substitute or not. I emailed customer service and weeks later still no reply. Jack up your act because I would like to use you but not if I have to pay for stuff I didn’t want in the first place
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Lasan P
1 reviews | Active since Jan 2020
3 Feb 2021, 12:38
No customer service and wrong items delivered
Meh, 2 stars because it was pretty quick but no more because they sent 2 wrong items despite being told ‘no substitutions’. Pur a box one can tick to say whether to substitute or not. I emailed customer service and weeks later still no reply. Jack up your act because I would like to use you but not if I have to pay for stuff I didn’t want in the first place
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Replies (0)LvdB
Libre van den Bergh
1 reviews | Active since Jan 2020
25 Jan 2021, 13:31
Taking money off account despite no order.
I was charged R1 by quench, without any orders, just after I tried to place an order, which didn't go through. Feels dodgy. When I enquired I was told that this is account validation and that it's standard across all apps. Have never had this with any other app.
Helpful (0)
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Libre van den Bergh
1 reviews | Active since Jan 2020
25 Jan 2021, 13:31
Taking money off account despite no order.
I was charged R1 by quench, without any orders, just after I tried to place an order, which didn't go through. Feels dodgy. When I enquired I was told that this is account validation and that it's standard across all apps. Have never had this with any other app.
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Replies (0)CR
Casey R
1 reviews | Active since Jan 2020
31 Dec 2020, 17:19
DON'T USE THIS SERVICE. WASTE OF MONEY. WRONG ITEMS
Wrong items came, damaged items. they have not refunded me and I have phoned numerous times. The order was 900 rand and the items substituted were absolutely random items, such as salt instead of a 6 pack of milk. THE WORST APP I HAVE EVER USED. checkers 60 is so much better and you get relative alternatives not random things that are now a waste of money. I WANT MY MONEY BACK !!!!!!
Helpful (0)
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Casey R
1 reviews | Active since Jan 2020
31 Dec 2020, 17:19
DON'T USE THIS SERVICE. WASTE OF MONEY. WRONG ITEMS
Wrong items came, damaged items. they have not refunded me and I have phoned numerous times. The order was 900 rand and the items substituted were absolutely random items, such as salt instead of a 6 pack of milk. THE WORST APP I HAVE EVER USED. checkers 60 is so much better and you get relative alternatives not random things that are now a waste of money. I WANT MY MONEY BACK !!!!!!
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Replies (0)RB
Ronelle B
1 reviews | Active since Jan 2020
5 Nov 2020, 14:15
Unprofessional and unapologetic. I uninstalled the app.
I placed an order with QUENCH just before 12 today. A special gift for my aunt, including ice cream. The app was not updating and after four hours all I had was a clue that the ice cream and gifts have been left with a so-and-so. My aunt talked to everyone at reception and asked around and no-one knew this person. I asked Quench to phone the old age home and sort it out and they said it was my problem. The driver was unapologetic. My R400 order remained lost and with little help from Quench to track it after frustrating and unpleasant communication with them. I have uninstalled the app. At the time when I uninstalled the app it still said that the package had not been delivered to the address. Really confusing.
Helpful (0)
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Ronelle B
1 reviews | Active since Jan 2020
5 Nov 2020, 14:15
Unprofessional and unapologetic. I uninstalled the app.
I placed an order with QUENCH just before 12 today. A special gift for my aunt, including ice cream. The app was not updating and after four hours all I had was a clue that the ice cream and gifts have been left with a so-and-so. My aunt talked to everyone at reception and asked around and no-one knew this person. I asked Quench to phone the old age home and sort it out and they said it was my problem. The driver was unapologetic. My R400 order remained lost and with little help from Quench to track it after frustrating and unpleasant communication with them. I have uninstalled the app. At the time when I uninstalled the app it still said that the package had not been delivered to the address. Really confusing.
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Replies (0)PB
Paula B
1 reviews | Active since Jan 2020
3 Oct 2020, 15:40
Unnecessary call received from rude staff member
After having read some of the complaints below, I can see that mine will not be the first one related to an interaction with a rude employee at Quench. I needed a very specific product today. Upon checking the price of such product using Quench's app, I realised that it was 3 x times higher than it should be - I brought this to their attention and they rectified the price online so I went ahead and placed my order. A few mins later I received a call from an irritated-sounding individual who's first words to me were "Why did you put the phone down? I'm calling from Quench". This gentleman was either having problems with his phone, or he is just very confused as to who he had called prior to me because my phone had not rung until I received that call. In any case, that's not the way to treat a customer (or no one, if you ask me). When I asked him how I could help him, he demanded my unit number and I replied that it was stated on my address section in the app - He then accused me of not having stated the unit number. I knew there was no point in arguing with this gentleman, so I gave him the unit number. I then opened the app, verified that my unit was indeed there... and wrote an email to Support explaining the situation. I received this response: "We'll definitely look into it". Guys, I'm not doing you a favour... I'm your customer, what about an apology? how about "we are so sorry about what happened, we have/we will contact this person and make sure it doesn't happen again". That's called accountability. Nobody likes to place an order online to receive phone calls! Especially not unnecessary pedantic ones. Please take our feedback seriously and show your commitment to improving the quality of your service rather than giving casual responses that show no intentions of resolving a clear attitude problem with some of your staff members.
Helpful (0)
|Replies (0)PB
Paula B
1 reviews | Active since Jan 2020
3 Oct 2020, 15:40
Unnecessary call received from rude staff member
After having read some of the complaints below, I can see that mine will not be the first one related to an interaction with a rude employee at Quench. I needed a very specific product today. Upon checking the price of such product using Quench's app, I realised that it was 3 x times higher than it should be - I brought this to their attention and they rectified the price online so I went ahead and placed my order. A few mins later I received a call from an irritated-sounding individual who's first words to me were "Why did you put the phone down? I'm calling from Quench". This gentleman was either having problems with his phone, or he is just very confused as to who he had called prior to me because my phone had not rung until I received that call. In any case, that's not the way to treat a customer (or no one, if you ask me). When I asked him how I could help him, he demanded my unit number and I replied that it was stated on my address section in the app - He then accused me of not having stated the unit number. I knew there was no point in arguing with this gentleman, so I gave him the unit number. I then opened the app, verified that my unit was indeed there... and wrote an email to Support explaining the situation. I received this response: "We'll definitely look into it". Guys, I'm not doing you a favour... I'm your customer, what about an apology? how about "we are so sorry about what happened, we have/we will contact this person and make sure it doesn't happen again". That's called accountability. Nobody likes to place an order online to receive phone calls! Especially not unnecessary pedantic ones. Please take our feedback seriously and show your commitment to improving the quality of your service rather than giving casual responses that show no intentions of resolving a clear attitude problem with some of your staff members.
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Replies (0)NB
Neil B
1 reviews | Active since Jan 2020
2 Jul 2020, 14:56
Quench protecting fraudsters
My Credit Card was fraudulently used to purchase items on the Quench application to be delivered to a taxi rank. This occurred on three separate occasions. I can only assume that the name of the account holder who made the order did not match the name on the credit card. In addition the credit card was a Barclay Card from the UK, making the order to be delivered to a taxi rank even more suspicious. Quench will not provide me with the name or details of the order that was made on my credit card, and are insisting upon a subpoena from the Police. Per discussion with SAPS, they do not have the resources at the time to pursue this. Please do not support businesses that protect fraudsters and do not have adequate risk control procedures in place.
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Neil B
1 reviews | Active since Jan 2020
2 Jul 2020, 14:56
Quench protecting fraudsters
My Credit Card was fraudulently used to purchase items on the Quench application to be delivered to a taxi rank. This occurred on three separate occasions. I can only assume that the name of the account holder who made the order did not match the name on the credit card. In addition the credit card was a Barclay Card from the UK, making the order to be delivered to a taxi rank even more suspicious. Quench will not provide me with the name or details of the order that was made on my credit card, and are insisting upon a subpoena from the Police. Per discussion with SAPS, they do not have the resources at the time to pursue this. Please do not support businesses that protect fraudsters and do not have adequate risk control procedures in place.
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