Sohva
3.1|80 reviews
Responds in 98 hours 24 min
LT
Lihle T
1 reviews | Active since Member
23 Aug 2025, 07:48
The worst experience using Sohva and Ackermans
horrible, horrible experience. i have been assisting my grandmother with using the virtual voucher she received after claiming for her phone and we have been pushed from pillar to post with no resolution. When we go to Ackermans stores to use the voucher they tell us their systems give an error saying "pick up card" and the voucher doesnt work, Sohva on their side say the voucher is fine. We have been trying to get this fixed since June and still nothing.
Helpful (0)
Replies (55)0
Replies (55)Sohva's replyOfficial
25 Aug 2025, 07:38Hi Lihle,
Thank you for contacting us. We have passed your complaint on to our complaints team, who will be in touch asap.
Kind regards,
Team Sohva
Thank you for contacting us. We have passed your complaint on to our complaints team, who will be in touch asap.
Kind regards,
Team Sohva
Best regards,
Sohva's reply25 Aug 2025, 07:38
Official
Hi Lihle,
Thank you for contacting us. We have passed your complaint on to our complaints team, who will be in touch asap.
Kind regards,
Team Sohva
Thank you for contacting us. We have passed your complaint on to our complaints team, who will be in touch asap.
Kind regards,
Team Sohva
Best regards,
Sohva's replyOfficial
25 Aug 2025, 14:14Dear Lihle, After investigating your complaint, we can confirm that Ackermans Head Office is unable to resend the voucher. They have requested that the store send them an email detailing the error message that you encountered when attempting to redeem the voucher for your replacement device. They have emphasised the importance of your physical presence at the store, so that the store can contact them directly and assist you with resolving the issue. The store will reach out to you to arrange a visit, during which they will assist you in contacting Ackermans' Head Office to resolve the voucher issue. We value our customers and understand how important it is to offer exceptional service. We will contact you tomorrow to confirm whether the matter has been resolved. Kind regards,
Team Sohva
Team Sohva
Best regards,
Sohva's reply25 Aug 2025, 14:14
Official
Dear Lihle, After investigating your complaint, we can confirm that Ackermans Head Office is unable to resend the voucher. They have requested that the store send them an email detailing the error message that you encountered when attempting to redeem the voucher for your replacement device. They have emphasised the importance of your physical presence at the store, so that the store can contact them directly and assist you with resolving the issue. The store will reach out to you to arrange a visit, during which they will assist you in contacting Ackermans' Head Office to resolve the voucher issue. We value our customers and understand how important it is to offer exceptional service. We will contact you tomorrow to confirm whether the matter has been resolved. Kind regards,
Team Sohva
Team Sohva
Best regards,
Sohva's replyOfficial
29 Aug 2025, 12:58Dear Lihle,
Thank you for allowing us the time to investigate your complaint. We are happy to advise that your complaint has been resolved. During our investigation, Ackermans Head Office found that the 'pick up card' error was related to a store-level IT issue and had to be logged with their IT department, but they have assisted by resending the voucher. The store has now confirmed that the voucher was received and successfully redeemed on 28 August 2025, and a replacement device was issued. We hope the above solution meets with your approval!
Kind regards, Team Sohva
Thank you for allowing us the time to investigate your complaint. We are happy to advise that your complaint has been resolved. During our investigation, Ackermans Head Office found that the 'pick up card' error was related to a store-level IT issue and had to be logged with their IT department, but they have assisted by resending the voucher. The store has now confirmed that the voucher was received and successfully redeemed on 28 August 2025, and a replacement device was issued. We hope the above solution meets with your approval!
Kind regards, Team Sohva
Best regards,
Sohva's reply29 Aug 2025, 12:58
Official
Dear Lihle,
Thank you for allowing us the time to investigate your complaint. We are happy to advise that your complaint has been resolved. During our investigation, Ackermans Head Office found that the 'pick up card' error was related to a store-level IT issue and had to be logged with their IT department, but they have assisted by resending the voucher. The store has now confirmed that the voucher was received and successfully redeemed on 28 August 2025, and a replacement device was issued. We hope the above solution meets with your approval!
Kind regards, Team Sohva
Thank you for allowing us the time to investigate your complaint. We are happy to advise that your complaint has been resolved. During our investigation, Ackermans Head Office found that the 'pick up card' error was related to a store-level IT issue and had to be logged with their IT department, but they have assisted by resending the voucher. The store has now confirmed that the voucher was received and successfully redeemed on 28 August 2025, and a replacement device was issued. We hope the above solution meets with your approval!
Kind regards, Team Sohva
Best regards,