Poor service

Good day,

We placed an order for three hair care products last Saturday, and to date, no tracking link has been provided.

We also attempted to return your missed call, but the IVR system stated that calls are not accepted and that all enquiries must be handled via WhatsApp. We then used the WhatsApp platform, but the interaction appears to be AI-driven rather than handled by a human consultant, which has made communication quite frustrating and confusing.

We were informed that two of the products we ordered had expired, which was said to be the reason for the delay in delivery. We were then asked to choose replacement products. However, after selecting replacements from your catalogue, we were told that the chosen products could not be processed, despite them still appearing as available in your catalogue.

The ongoing back-and-forth communication with AI has created unnecessary confusion, which is why we requested a callback from a human representative.

We would appreciate clarity on how your business operates when customers are unable to reach anyone telephonically for assistance, especially regarding order-related issues.

Kindly assist us with resolving this matter urgently.