My complaint:
I was awaiting a store credit if $100 after spending $900 and when I didn’t receive it patiently followed it up with head office via an email and 2 follow up phone calls.
12 days later, (1007) I receive a text msg advising that they had “investigated this” and “see that the credit was sent through to …….” and “Unfortunately we are not able to extend or reissue the credit as it has since expired. Apologies for any disappointment.” (!!!!)
On the 1207 I immediately responded via email ing that I did NOT receive the email was waiting for it and checked repeatedly before initially making contact via email and 2ce leaving msg’s as their customer service helpline is no longer operational. The only explanation is that it possibly filtered through to spam which automatically deletes every 48 hours and this is through no fault of my own. I ed with 100% certainty that I did not receive it in my inbox and would appreciate being issued the store credit I am entitled to receive.
I then questioned how it could’ve expired if I hadn’t received it. My understanding was that I was supposed to receive it towards the end of May.. Apart from the fact that we were in lockdown at the end of May and most of June, how long was the store credit valid for???
I didn’t accept that they were unable to reissue the store credit but rather that they had decided not to, despite my repeated efforts to follow this matter up over the past 16 days… my repeated attempts clearly demonstrate behaviour that would not have let a store credit lapse had I received it in my inbox.
I requested that the matter be escalated to line management for a review of this decision before formally taking this matter further.
On 1407 I received another text msg advising that it was stated in the TCs for the promotion, accessible on the website that the credit would arrive via email on the 107 and be valid until midnight 707. We apologise for any disappointment caused.”
Following was my response:
“My understanding was that the store credit was to be sent at the end of May however if it is as you say then I definitely did not receive it as the time period you have indicated is within the timeframe I was awaiting a response from you. My initial contact was at the end of June, i then I attempted to make contact 2ce the following week – was kept on hold for over an hour on the customer service line just to be transferred to head office where the call was terminated because the extension is no longer manned. The 2nd time I spoke to a reception worker i agreed for an email to be sent for urgent follow up.
You eventually responded on 1007 – 12 DAYS LATER and after the store credit had expired. It is evident that I DID NOT receive the store credit because I was closely monitoring my inbox for a response from you during this time. Considering how oppositional you are being to reinstate my store credit, one may suggest the 10 day delay on was done purposefully to allow the credit to lapse!
I have retained all communication from you and l demand that this matter now be managed up to a senior representative before I formally take this further.”
It has now been 13 days and I am yet to receive any further communication from them.
Suggested solution:
Issue me my $100 store credit!
