So unfortunately I'm not here to leave a "WoW amazing service" comment.
Placed an order on the 18th, got processed on the 19th and then nothing up until today.
Can't reach them through support or phone and what I can tell they were last on discord the 20th not replying to current queries either.
(Edit: Also could this maybe please be moved to the correct subforum as I don't think it's a job discussion, thanks @mods )
Sent from my Redmi 8 using Tapatalk
Unfortunately my experience pretty much echoes this exactly.
I placed an order on the evening of 11 November, received confirmation on the 12th.
After reaching out via live chat/trying to reply on mails etc, I received a response on the 23rd essentially stating that there was a mix-up at the supplier but that a plan had been made (they purchased via Takealot in order to complete the order) and courier would deliver by the morning of 24th. It was also mentioned that they had purchased it for less than I had paid them, so they wanted to refund the difference. They didn't though...
For transparency sake, I did receive a response between the 12th and the 23rd via their live chat - but it was also just a 'ahhhh orders fscked up but we're sorting it out'.
I thought that this was pretty decent customer service. I thought...
On the 26th, after I still have not received my order, I make contact again. At this point the accounts person is manning the live chat and forwards me correspondence between Foxytech and TCG, as there had apparently been issues with the collection ofthe item. I can see by the mail thread that attempts were made to resolve the issue with collection/delivery.
On 29 November TCG pitches with my order. Well, half of my order. I informed Foxytech that my order was for 2x units but I only received 1x. The difference in price makes sense now.
1 Dec I follow up by Email - no response.
2 Dec I had had enough so sent another mail informing that I have no problem paying for 1x UPS and the shipping, but require a refund for the undelivered unit. I included a supplier return document for 1x UPS, a copy of the original invoice received from Foxytech and our banking details. A reply was received from the MD stating that the lack of comms was due to them relocating to new offices. The reply also included a request to their accounts person to process a refund the following morning...
Guess who's still waiting for feedback as well as a refund...
Actually really shitty, there's plenty of room for any and all online tech retailers. But because there are so many, the margin of error is actually really low. If a company or its staff are going to have terrible communication and not stick to commitments, it reflects badly on the company. The people there seem great but the customer experience (especially as a first time customer of theirs), yikes.