Formal Complaint – Outstanding Refund and Poor Service Experience

Dear Customer Service Team,

I am writing to formally raise a complaint regarding the extremely poor service I have experienced with my recent online purchase and return.

I requested a return for an item shortly after receiving it. However, it took four weeks for the item to be collected. During this time, I repeatedly attempted to contact your Cape Town branch, often calling,only to be met with a continuously busy line.

Once the jeans were finally collected, I waited an additional two weeks without receiving any refund or communication. I again attempted to call the Cape Town number without success and sent numerous emails, none of which were answered.

When I eventually managed to speak to someone, my refund was processed incorrectly, as I was not refunded the full amount I originally paid. It has now been over 40 days, and my query remains unresolved.

This entire experience has been extremely frustrating and unacceptable. I expect the outstanding refund balance to be processed immediately and a clear explanation for the delay and incorrect refund amount.

Please treat this matter as urgent. I look forward to your prompt response and full resolution of this issue.