Incredible Connection / JD Consumer Electronics and Appliances
Reviews and Complaints

I ordered a product online on the 29th of December 2023 using my revolving credit. The order went through. I checked the order the next day and it showed my order was canceled. I then tried to order the product again but it said I have insufficient funds. The funds were deducted but my order is nowhere to be found. I then called their head office to find out what’s going on and they said there was a system error on their side and the money is just floating somewhere. They logged a call for me. I have been calling everyday to get a status of the ticket just for the call desk agent to tell me they have no feedback from finance. The call was escalated on the 3rd of Jan. I don’t understand why this is so difficult to sort out. ConnectFS that gave me the finance on the revolving credit have confirmed the money went off my account and the issue lies with Incredible connection. I just want the product I ordered at the amount I purchased it for. Please help!

I currently have a laptop within extended warranty which I have sent in for repairs under warranty in May 2023. The initial issue was the fan which was replaced and upon receiving my laptop from the service centre, I found that there were other issues with the laptop and I constantly had to send it back to the service centre. This has been going on for months with me continuously having laptop issues and having to send it back 5 times already (about to be the 6th time) from May to now August 2023. The staff and manager at incredible connections gateway have tried to assist me throughout this frustrating period, even motivating for a credit twice with the service centre refusing to approve a credit but still sending back a faulty laptop (sometimes with new issues from what I initially sent it in for). This has been really frustrating as I use this laptop for work and it has not only impacted my work drastically but also has become very frustrating to be constantly complaining for months with no real solution being made. It is starting to look like there is a trial and error process happening with regards to my laptop for me to constantly receive a faulty laptop back from the service centre. The staff and manager have also tested the laptop and find the same issues I am finding but somehow the service centre does not seem to see this which is a bit frustrating and ridiculous. I have never had such a bad experience with incredible connections before, which makes me very disappointed. I cannot accept having to continuously send in my laptop only to receive a faulty laptop back anymore. I would really appreciate a solution urgently.

Regards

D. Pather

Dear,I would like to bring to your attention the unfairness and ridiculousness of your return policy. I purchased a JBL soundbar on Tuesday, 27th June and returned it today Friday, 30th June in good condition and packaging. In actual fact I returned it in the same packaging that it was sold to me. Despite this I was charged a handling fee of R569.00 for no reason. Your consultant in the store David, said the minute the box is opened and if returned the handling fee is charged to the customer which makes no sense. 2 weeks ago we purchased a tablet that was opened in the store. Had we returned the tablet, would we still need to pay handling fees despite this being opened by your employees? When I asked for further details, as we were never informed of this return policy, none of your employees could answer me. According to them the minute the box is opened a handling fee is charged. So how is a person suppose to try a product without opening the box? According to the consumer protection act we should not be charged 15% handling fee. We have purchased tablets, cellphones, laptops and never had this issue before but from this day forward I will inform all my family members,friends and go on every social media and report this robbery to a dedicated customer. I will never purchase from Incredible connection and I will ensure every person knows of your ridiculous return policy.

I purchased my Laptop from Incredible Connection in Pavilion a year ago. The screen was blank at the beginning of this month of November... So I took it back to the store as it is under warranty. It was left at the store to be booked in for repairs on 05 November 2022. I have called the store more than 8 times since then to check on the progress of the repair, but each person that takes my call after many rings says they have no idea when the manufacturer will collect the laptop to repair it. (could it take months? Nobody can give me an answer). I asked for an average time it could take based on other customers experiences, still nobody can give me any info.

Secondly, the staff members whoever takes my calls each time promises to give me feedback later that day but they never call me back. This has happened about six times out of the +- 8 calls I've made to the store.

I eventually escalated my disappointment to one of the managers who also couldn't give me a straight answer, she promised to call back with a solid answer as to time frame but days have passed, I have not heard from her. I don't think I ever will.

I'm beginning to get this feeling I'll never see my laptop again, and that no attempts were made by the store to even book a repair. I am frustrated at the incompetence, lack of customer service, cost of phone calls I've had to make to follow up each time and the inconvenience of not having the laptop as well as not knowing 'when' or 'if' I'll get it back.

About 3 weeks ago I logged a complaint regarding a Mecer laptop I bought this year in January. When I logged the complaint, I was told I'd be contacted after 24hrs, which should've been Monday or at least Tuesday, I wasn't contacted, I had to call myself to follow-up, to my surprise, your complaints department, instead of updating me, had been in communication with the branch, no one bothered to inform me, which is really poor. In my complaint, I stated that the laptop had a battery issue, after it was sorted,2 days later, the screen flickers, the laptop is still under warranty. Due to these issues, I don't want the device anymore, I use this laptop for work purposes, and have been inconvenienced by this. There seems to be no complaints policy, which is pathetic. Laptop was bought mid-January 2022,

Hi.

I bought 2 Mercer laptop 5 months ago, it gave me issues from day 1,It freezes every single day and takes 1 hour to come back on.

I've been to the store 5 times.

My laptops have been booked in twice now and the issue is still the same.

I would take it to the store and the tech guys would always say it was a software issue. So every time they will update something and say it’s fixed. Never got fixed. So I sent it back to Mercer. It came back yesterday to the store after the 5th attempt and after four weeks of not having a laptop and still has the same issue.

I called the manager to ask for an exchange or refund. SHE was very rude on the call and basically told me that it's my loss...she Wouldn’t even listen. Said I should take it back until they find out what is wrong with the issue. So does that mean I won’t have 2 laptops to use and I lose R8000?

I want a refund as it is under warranty,the manufacturer has failed to fix it so why should that inconvenience me?

Cresta Incredible Connection and all management sucks.

I ordered a package last week Friday and I still haven't received it. When I checked my emails, they sent me an email saying my package was delivered yesterday, I wasn't even called by them to let me know when I will receive my order even though they told me I'll be called an hour before they arrive. I feel as if I was robbed by them because I gave them my money in exchange for a product but the didn't hold up their end of the deal

I purchased an order (Samsung Galaxy Tab A, which was on sale) for work online a week ago.

The tracking constantly says there is no tracking available for my order number.

I phoned yesterday and was told they would escalate my query but then did not hear back from them.

When I phoned again today I was told again someone will get back to me as they are still trying to find stock to be able to fulfill my order.

When I ask for an immediate refund as I need that item urgently and I need that money to go and buy the item elsewhere I was told a refund will take a while.

Then I asked to speak to a supervisor or manager and was told every supervisor and manager is in a meeting and unavailable.

Their service has been terrible and unhelpful. And to advertise an item on sale when you don't have the available stock is ridiculous - as they now just sit with extra money from me in their account earning interest, while I have to wait when I desperately need a Samsung Tab A for work and cannot go and buy from elsewhere until I get a refund.

Hi

On the 8th February 2022 needed to purchase a noise canceling headset. It needed to be used for online teaching. How ever there were complains from students they can still hear back ground noise so ordered another set from take a lot that seemed to be fine. Due to covid, recent robberies at the gateway store in Durban we managed to only return the unit on the 26 February 2022. The guy assisted was very rude unprofessional stating that he could not take it in but after sometime he did take it. Advised that it Will be booked with Microsoft. Went to the store today 25th April 2022. item is still at store made us wait more than hour stating he has paper work to do first. After all that oy to find the unit was not sent back no feedback was ever brought to our attention apparently the emails are bouncing...

On the 21st April 2022 I received the local Southern Suburb Tatler newspaper with your company pamphlet attached. I am interested in purchasing the I-PHONE 13 as in attached pic. I called your store in Cavendish Claremont to enquire on stock availability and advised that I was interested in purchasing the deal advertised. The staff member informed me that a mistake was made and the deal was meant to be over a 36 month period and not a 24 month period as advertised in the attachment below . She furthered asked me if I had taken the pamphlet in store as the store has issued an apology notice informing customers of the mistake. I told her that I did not, and that I received it in the local newspaper, therefore an in-store apology notice is not plausible to the current situation. The company has not issued a wide scale apology or point of correction, nor have newspapers been recalled. I cannot accept this as the local newspaper was only issued on the 21 April. She was unable to assist with the current information given and asked for my contacts details for a manager to contact me.

After an hour, I received a phone call back from the store manager. The store manager also informed me of the in store correction and I told him that I cannot accept that information. He gave me a contact number for your head office but could not provide me with a name of the person who would assist in the matter. I alternatively asked for him to contact the head office, and provide the most suitable person with my details so they can contact me with the way forward.

He called me back and advised that head office said I must lodge a formal complaint and he provided me with the customer care line. I spoke to a customer service consultant, who upon enquiring with the manager, was advised to tell me that “for as long as I have not purchased the deal, there is nothing they can do”. I asked for my call to be forwarded to the manager and was told she had stepped out and they could only provide me with an email address. I also expressed my grievance that in accordance with the National Consumer Act and the CCPC the company has falsely advertised.

I did an online order for new iphones for my kids and they shipped 3 parcels.

First off my Order no. #[protected]

Ordered:

iphone 11

Case for iphone 11

iphone 13 pro

Case for iphone 13 pro

The first delivery recieved was the Case for the 13 pro, second delivery recieved was the iphone 11 and the third delivery I never recieved although they are showing my order is complete and delivery succesfull.

I have lodged a complaint (no. #[protected]) and its been 3 days now and still no feedback or resolution. The tracking no of the last delivery is [protected].

The last delivery not done or stolen is worth R27 000 and I expected some level of interity from them.

The above order number refers:

I placed an online order for a Samsung 32-inch Smart HD TV (32N5300) for R3,499 and selected Sandton City branch as a collection point.

The order was submitted around midday on the 27 Jan 2021. The only notification I received was an sms confirmation from my bank that the credit card payment was successful.

I am a first-time online customer. Not knowing how the collection option worked nor receiving any notification or correspondence from IC, I assumed that the TV would be ready for collection later that afternoon.

At around 4:30 I entered the Sandton store and requested the TV. They were unaware of such an order and said it probably hadn’t been processed yet and would receive an sms once ready for collection.

I called the call centre and was told that it was in fact not ready and they couldn’t give me a time frame but they would liase with the store and call me back.

I then noticed that the same model tv was available in store for R2999 (R500 cheaper). This is the first time I have seen such an occurrence?

I then called again and asked for a refund as I could purchase same cheaper in store. However, I would have to wait 7 days for the refund to be processed?

After emphasising my displeasure with the entire experience and being put on hold for some time, I was told that they could refund me with a voucher which I could then use in-store and use the remaining R500 for something else. I reluctantly accepted, hoping I would be able to get the tv and move on.

After a further wait, I was told that the e-voucher system or people were offline and it could only be resolved the next morning. Not to worry they would once again liase directly and coordinate the vouchering / refund /purchase with the store and I would receive a call when ready to collect.

The next afternoon, after receiving no such calls I went back to Sandton. As I entered the store I received a call from online saying its ready for collection. I asked for confirmation of the price and voucher refund. The agent was baffled saying the price was R3499 and she was unaware of a refund. I asked to speak to her manager. Manager then apologised profusely and said she would call the store manager to sort out.

After waiting nearly an hour, I left the store infuriated, not knowing what else to do.

This is where my numerous calls to the call centre and levels of frustration started to escalate.

I then received a call from another online manager apologising for the confusion and saying it was too late to issue the vouchers, however she will email and advise Sandton to release the tv. I will then receive a voucher on Monday.

I send my wife to collect from the store. The store manager, highly embarrassed at this stage explained that he still had not received such an email (An hour had passed from the time of the call). My wife left the store after some time and we were back to square one.

The next day, Saturday I build up the energy to resume this comical experience of dealing with IC. Something which was supposed to be a simple "click and collect."

I call the call centre, go through another lengthy regurgitation of events and seeing I’m getting nowhere, request to be connected to a manger or supervisor. I was told this is not possible as she can’t transfer calls but she has logged a compliant and I will receive a prompt response / call from senior management.

It’s now Monday, four days later and I have not received a full or any further correspondence and I am stuck without a TV or my funds.

Words cannot do justice and even if I wanted to formulate and express my sheer disgust in what you call customer service, it would include a mass of explicit profanities.

I would like to however iterate that this is an online/ head office issue and throughout the whole process, the staff and especially manager Phule of Sandton have been very helpful and polite. But obviously their hands are tied.

I bought a Television from Incredible Connection in N1 City Mall, on the 29th of November from Black Friday special, I was assisted by Matthew, Still today I have not received it.

On that day Matthew did an application for me online and my application was approved the next day, Matthew told me he will call me once the TV has arrived since they will be ordering it from their Warehouse in Johannesburg and I was told it will take 3 to 5 days.
After 5 days of not hearing anything from them, I tried to call their store number but it didn't go through, so I went there in person Matthew was off duty that day, I was assisted by Muhammad. He checked on their system he didn't find anything and called Matthew, apparently Matthew didn't order the TV. Muhammad insured me that he will place an order of the TV right way, after 5 days I received a call from Matthew apologizing for not ordering the TV he said they couldn't place an order due to TV License and I went there the same day to register for the TV License I was assisted by Muhammad, after 5 days I went there again and I told them I'm not going home without my TV, Matthew suggested I should take another TV, but I refused apparently Muhammad didn't order the TV after registering the TV License. Matthew apologized again and place an order of the TV and I signed a form for my TV to be delivered at my home address and Matthew took my number so he can update me on the status of it.
I would request an update on what's app he will respond after 3 days saying the TV is on the way, after two weeks of waiting, I went back to the store again to request for the estimation date for delivery, Matthew told me they cannot see the estimation date on their side and he called his Manager and the Manager took time to attend me, he told me there was a miscommunication he didn't explain to me clearly, and he said he will resolve it on Monday since on weekends they don't operate. I'm thinking of cancelling the TV.

I would appreciate it if you can assist me on this regards.

Thank you
Nomfundo Cindi
[protected]

MBI : 64414
IC Job No: 64414
Branch: River walk
Country: Botswana
Very bad service. I was charged P 2, 798.00 and my lap top can not work in battery as it is not recognising the battery. I have to be on power always.
The promised to resolve the issue before 21..08.21. Nothing has been done so
for. Very bad. Now the laptop is mis behaving.
My phone no is : +[protected]

I have had these for 3 months, yet now the switch seems to be unresponsive it turns on only for a few seconds then turns off even without the turning of sound or light

if i dont see action taken i will glady take this to court on the bases of consumer rights act of 2015

it causes great pain plus regret for knowing only now that i have so much money on these. Please take this seriously
i will await your response

my LG television set was purchased last year november by my director Mr Ziyaad Paruk to which i received in december 2020 i had only used for +-2 weeks thereafter with a problem on the circuit board .The set was changed which took about a month to get resolved .
however the replacement set when opened and taken out of the packaging was found to be damaged .i had got in contact with saafia from the durban Ballito branch who arrange pick up for evaluation if i had damaged or courier .i do believe the set was sent to pavillion branch with no feedback whatsoever I have been told by Saafia to get in contact with George branch to whom i have been speaking with Wynand who was completely surprised as i was, he had no idea what i was speaking about
i had called him a few times but on 3 occasions he was not at work as he was ill.i called him last week he had said he will call me, this is taking forever the replacement set was not even connected .this is really poor service for my patience ..please have resolved soonest

please forward an email address so i send you my documentation and pics

Raymond Valayadun
[protected]
[protected]@ccfb.co.za

Bought 3 cellphones. Redmi 9C and 2 Redmi 9 Note from Incredible connection N1 ( least helpfull manager I ever met).
Day after purchase the Redmi 9 C had a software glitch. They refused to replace and said it has to go for repairs. Decided to return the other 2, I gad to pay a 15 persent handling fee, and still had to wait a week for my funds.
Wrt. The daulty device, about 2 to 3 weeks later and no responce from them. I decided to go in and ask. The manager just says he can not get hold if his technicians and last he heard it was in for diagnostics. This was supposed to be a birthday present. Now 2 weeks late. 🤬

The day after my purchase the cell had a software glitch. Management refused to replace but insisted on repair. I had purchased 3 Redmi's returned 2 and lost 15 persent handling fee. I had to wait about a week for them to return my funds. Wrt. The phone handed in. 2 to 3 weeks later no responce from them.
After checking in, told its in for diagnistics

My name is Moses Mkhwanazi, I have place an online order with incredible connection on the 24/08/2020 for 3 pairs of headphones and was given ref number : [protected]

 on the 25/08/2020 first order of skullcandy riff blue/speckle arrived with order number : [protected]-2

 on the 26/08/2020 second order of Sony MDR-ZX110-WCE foldable headphones white arrived with ref number : [protected]-1

 and I haven't received my third order of Sony black headphones and have queried several times and was promised that Sammeer the (Supervisor) will contact me regarding my order, as I was confused that why are my orders being brought to me one by one hence I placed the order once with one reference number, to my surprise even the 2 call centre agents I spoke to did not also understand why my order was split and they promised to escalate the matter to their Manager/ Supervisor and gave me a reference number : [protected]

 It's the fifth day now I haven't received my order and in your website clearly states that it takes up to 2- 5 working days to receive an order, and no one seems to know when or how will my order be processed, they keep sending me from pillar to post when I request to speak to the Manager or Supervisor either they in a meeting or not available.

 As a first time buyer with your guys I didn't expect such complications its very disappointing.

Till today its been 2 weeks and still have not received my order

I have sent a proof of payment and i was told that i would get my phone thursday or friday latest monday . I tried calling, sending emails and all but i have not received any feedback . I am pleading with you to get back to me with my order update if not i want my refund . My number is [protected] . Your customer service is the worst . I received emails saying you hear i got my order but delivery is a no show up . How are we supposed to give you good reviews if you have not delivered, called me or emailed me anything. My heart is in pain because i have been patient with you because i believed you . I need my A51 samsung please . Get back to me and ask about my order number