“Every Who Down in Whoville liked Christmas a lot.”
It is a special time for most South Africans. It’s a time where we all look back and reflect on the year, rejoice in the goodness of the festive season and give gifts to our loved ones and friends. It’s hard to deny that the retail industry plays a huge part in the festivities. You only need to look around at stores and their marketing to see just how big their influence is on the holiday. The idea is that the discount prices and the colourful banners would stimulate enough cheer for you to take out your wallet and spend some of your hard-earned money on their products and services.
Just one glance at online retailer Raru‘s site and you’ll get the gist of what I’m saying. Sadly, this is a complete misrepresentation of their actual service. Sit a little closer, I’ll tell you a tale of how Raru ruined Christmas.
On the 11th December, while window shopping online for possible gifts for my colleagues in JHB, I spotted Raru’s special on a Resident Evil Biohazard Collector’s Edition House. It looked awesome and it fit my budget perfectly, so I went ahead and ordered two. Upon signing out, I noted that this was a gift and should be labelled and treated as such. The item was scheduled for delivery on the 12th already, which seemed like rather efficient service.
“THE GRINCH GOT A WONDERFUL, AWFUL IDEA! “I know just what to do!” The Grinch laughed in his throat. And he made a quick Santy Claus hat and a coat.”
Then the problems started. Firstly, the shipping date moved a few days and the package only left on Wednesday, December 13. It arrived in JHB on Friday, December 15 but the courier company was unable to deliver due to an “address problem”. After contacting Raru, I received no response. I then continued to contact the courier company and they managed to deliver the package to my colleague.
However, upon opening the box, he realised that the wrong items were sent – as the invoice and the products didn’t match up. Instead of receiving two Resident Evil Biohazard Collector’s Edition Houses, he received a Limited Edition Xenoblade Chronicles 2 set.
“And he chuckled, and clucked, “What a great Grinchy trick!” “With this coat and this hat, I look just like Saint Nick!”
We immediately contacted Raru and the courier company to return the items. The courier company returned and explained that it wasn’t their fault and that Raru had mislabeled the boxes they had shipped off. On Monday the 18th December, I contacted Raru and expressed my disappointment. They replied the following morning:
I found it a little strange that they requested images of the product (perhaps they didn’t believe me?), but we went ahead and sent them pics of the wrong products anyway. However, there was now more confusion than ever. Even though the courier had already come to collect the package for returns, I received a mail from Raru asking me to request a return:
Then to make matters worse, I was told that the items were no longer available and that I would be getting a full refund instead. Also, they had no idea that the item was returned to the courier company and didn’t know which courier company collected the package either:
At this point, the matter remains unresolved. However, I’m almost certain that my friends won’t be receiving their Resident Evil Biohazard Collector’s Edition House at all and, if they do manage to locate the missing package, probably not in time for Christmas.
Of course, no service is without flaws. However, this isn’t the first time this has happened. Last year one of our writers experienced a similar situation when his girlfriend’s Christmas gift was delayed until January.
This is a sensitive time of the year. Retailers should be fully aware of this. Missing a Christmas deadline is unacceptable. Each and every item needs to be treated with the utmost care. Losing, misplacing, mislabelling and delaying gifts is not okay. I’ll need to find suitable alternative gifts for my friends. For all intense and purposes, my Christmas surprise gifts are ruined and there is only one retailer to blame. From now, I’ll be taking my business elsewhere. Raru, you have failed me.
“Then he growled, with his Grinch fingers nervously drumming, “I MUST find some way to stop Christmas from coming!”
Yes! Loot.co.za
It’s quite common with Raru, hence I stopped buying from them. Only so many times that you can blame suppliers.
I also had a similar problem with RARU. Wii Pro controllers were advertised as a big saving only to be informed there was no stock available and money will be refunded. Why advertise if you dont have the product. Bad RARU Grinch. 😦
Yep.. also with RARU..
their a joke. my cds have all been delayed until 2018!!!! fuck them
same story every year with them!!! Last year they delayed my little girls present on the 22 December. WHO DOES THAT??!!! i see nothing has changed with them
Omw!!! I’m sorry to hear about your terrible experience! I was just about to place my first order with them just last night, but opted for Takealot, due to me being familiar with their delivery procedures. I did have have an issue with my Bitcoin payment with PayFast though, but I suspect this is partly to blame on the strain on the block chain network, as it took forever for my transaction to be confirmed the prerequisite three times. But when I used Luno as my wallet, it went through much faster and successfully. As a result, my 4k copies of Wonder Woman and Dunkirk only arrive two days AFTER Xmas.
Also had issues with raru. Order stuff that’s listed as in stock then a day or so later get told nothing from supplier…
I love raru as they provide a good range of products that cater to my hobbies and interests, but I will no longer order from them if it is time sensitive.
Never had issues with Raru, they have always been amazing, my orders always arrive on time and if there is an issue they let me know immediately
That’s strange, I’ve never had any issues with Raru. (I even ordered the Resident Evil Package you have and it got delivered no problemo)
I’ve ordered from them loads (they are epic on Black Friday btw). I’ve had far worse issues from companies like Takealot. Also, I think it’s important to note that it’s their busiest time of the year and no service is perfect.
Haha! I do think it’s a bit dramatic to say they ruined Christmas, try ordering flowers from Netflorist on Valentines Day, now THAT’S a Grinch and totally deserves a write-up, rather than your experience with one R199 item. Good luck though! :)
I got my package from Raru no problem. At this time of year I always make sure I order well in advance of when I need it.
Our house arrived broken. Was basically told to glue it
of course you’d say that when your partner works for them. maybe instead of telling people they’re dramatic you tell your guy to have a chat with his superiors and provide better service???
I buy from Raru ALL the time. If you shop online, you are guaranteed to have at least one bad experience. I learned this. Raru failed me before, but in my experience the service has been better than most and when they went wrong, they took responsibility for it. Takealot is far more famous for the exact scenarios described in the article.
No online retailer is perfect. As long as there are multiple parties involved, someone is gonna screw up and that’s the chance you take.
That being said, I have always said there is no excuse for bad service.
Steve Hoffman stating that an online retailer ruined Christmas isn’t dramatic in your opinion?
To be honest, I’ve yet to have a bad experience with Loot. Takealot has had delays, but when I queried stuff, they quickly acted and showed me I matter as a customer.
Last year, Raru messed up a Christmas gift I was buying and they took zero accountability for it. It’s not the fact that something’s is late – this stuff happens – but at least show your customers that you care enough and will try to remedy it. Raru blames everyone else except itself. There’s a lesson to be learned here.
I mean, how the hell do you ask the customer what courier company picked it up? Shouldn’t they know who their service providers are?
Shane Jeffree wait until it’s your gift that gets delayed or lost. then we’ll talk
Steve Hoffman I have bought plenty of stuff from Raru in the past and have had zero problems
However i understand the logistics involved regarding an online purchase and should it ever be a case where they did get my order wrong I won’t take to the internet claiming they ruined my day/month/week/year/life.
You see where I am coming from with regards to the title being dramatic?
I know what you’re saying and I’m not defending Raru for what happened to the writer of the article. I just think that it is more of a widespread problem where service is lacking, not only in South Africa.
I shop on Raru on a weekly basis, no kidding. I am yet to have a problem with their courier, Courier IT. Delivery guys are even friendly and phone me. Supplier issues are more common, which is a little more out of the retailer’s control.
I worked for Takealot and am a customer of theirs as well. Being behind the scenes, you will be amazed how often they screw up, but if you’re lucky, you can still get good service even after the screw up. When I worked there, I strived to make a difference and I turned some big eff-ups around and made customers happy again.
Loot – I’ve rarely had problems, but then again I don’t shop with them often enough. Just recently, I ordered a CD and was later told it’s unavailable. They surprised me with a R50 voucher.
Moral of the story is that online shopping is full of benefits and pros, but there are cons and you are bound to have bad experiences down the line. Best thing to do is go in expecting the worst and don’t order things last minute.
Last time I checked, Christmas only comes once a year. People buy gifts for that specific and special day. If you have a 4 year old girl at home who wants a My Pony doll for Christmas and she doesn’t receive it on the date it is meant to be delivered and ends up not receiving it on Christmas… Is that not considered “ruined”? Why can’t the same be said for what I intended to buy for my friends? Would “How Raru Delayed My Christmas” sound better? Or how about “How Raru Lost My Christmas Gifts”?
i also work in retail and understand if a process is broken u fix it. If u have a history of suppliers failing to provide stuff before christmas and know it’s touch and go, you advertise longer lead times.
“Best thing to do is go in expecting the worst…” I’m not sure any online retailer would recommend that advice to clients. I hear what you are saying Wade Hill. But as stated, this is the second year in a row that one of us is screwed over. But yes, we’ve all had positive and negatives with regards to online retailers.
Jarrod Saunders Because orders get delivered ON Christmas Day?
Like most people have echoed throughout the comments, online retail has its issues be it loot, takealot or Raru it’s how you treat said problem and rectify it.
And I am happy to say I have had zero issues ordering from Raru in the past.
And if I had a four year old girl and she wanted a “my pony” for Christmas I would have physically purchased said item weeks in advance.
So you’re advising people not to buy from Raru then? Because you are basically saying the system is flawed. Item was ordered on the 11th Dec. That’s two weeks before Christmas. Today is the 20th. 3 working days before Christmas. I was only informed that they no longer have the product today. That means I have 3 working days (including today) to get my money back and reorder something else and have it delivered to JHB by Friday. It’s not going to happen.
I agree with Sergio Pereira. The issue is not that there was a mistake but rather that Raru didn’t want to take responsibility at first. I mean if you make a mistake then don’t make the client feel like it’s their fault.
*Pondering* Am I not allowed to order anything from a company or talk about good service because my partner works there? Oh wait, I’m a consumer who almost only shops online and my opinions are informed. I have friends who work at Superbalist, Zando, Raru and Loot too (oh the wonderful world of small Cape Town) and I gladly inform the brand when they’ve done something wrong, and right. :)
Why would I chat with his superiors to solve the writer’s problem, I don’t work there nor am I responsible for his (or your) customer experience. I can only talk from my personal experience as an online shopper, which I did. I like Raru, the writer doesn’t, it’s my experience vs his, the article is dramatic, but this perspective is subjective. That’s all. Have a nice day :)
Jarrod Saunders no not at all in fact i am encouraging people to buy from Raru because like I have stated numerous times I have yet to have an issue with them.
What I am trying to tell you is that because of December obviously being any retailers busiest time of the year there will be a higher margin for error, you throw logistics into that already problematic scenario and it makes it even worse.
Personally I wouldn’t buy any Christmas gifts from any online retailer for the aforementioned reason, and if I did i certainly wouldn’t rule out any margin for error.
of course you’ll deflect by calling it dramatic because it doesnt fit your narrative. lets just call shit service shit service. i certainly wouldnt want to work with u since u have such low standards
ja. this is stupid. lower ur standards isnt an answer.
Steve Hoffman Fit my narrative pertaining to what exactly?
The fact that that I have only ever had good service from them?
That’s not deflection that’s just my experience and should that change in the future like I have said numerous times I hope I can be more mature than saying things like
“My things have been delayed fuck them”
But then again I understand the margin for error with regards to online retail, and should it happen several times I would obviously take my business elsewhere.
*you
They’re probably still a lot better than Kalahari.net ever was. I would argue with them all the time.
You guys are forgetting that I am a customer, not a retailer. I speak from a customer perspective. From experience. I too have had to endure bad service. What I am saying is be realistic, manage your expectations. If you go in with high expectations, you will be more disappointed. This is a harsh reality, unfortunately.
And if I can give everyone a piece of extra advice, don’t do your xmas shopping online, unless you do it way in advance. Customer service goes out the window in December.
Agree with this, Luckily my first order with Raru went off without any problem but I’m also very careful when it comes to online orders but they need to start taking responsibility
Well it could be lucky that you got that instead of the house. Myself and a friend who bought the same Resident Evil both received it damaged. The chimney on both of ours is broken off and I had to super glue it back on. Not sure if it’s meant to be that way but I doubt it.
Someone else also had the same experience. They also received a broken house.
Did you contact the courier company to come and collect or did you contact Raru to send a courier to collect?
All these shops make mistakes, it’s bound to happen. It’s how they handle the error and customers that sets one company apart from the rest. I have ordered many times from Raru and the one time it went bad, they handled it extremely efficiently and in a timely manner. I couldn’t be more happier with them
I’ve had problems with every major online shop, raru, takealot, loot it happens. Usually its suppliers or couriers that end up screwing around but the stores have always been helpful when something did go wrong.
@keenest
i received my package after hounding them online and on the phone. No response was received though and no update that the package was going to be a week late either. I also ordered early, end of November. My view is that nothing is without hiccups, but best get your shit together especially over a time sensitive period as Christmas. Even more so if your clients ordered early. I hate having to be a nuisance over stuff i paid for. I have to say that Terry(i think) from Raru did keep in contact with me after I phoned/emailed/fb’d them a couple of times.
A year later and I’m having a similar situation. I order Avengers Infinity War 3D(currently Raru is the only one that has stock of it in SA), along with Jurassic World 3D. I placed the order over a week ago, send confirmation of payment thrice already, but they have still not processed the payment. I got a response from them today, asking me to send proof of payment. As soon as the email arrived, I immediately responded with the requested proof of payment. And I have still not had a response to my proof of payment and the order has not yet updated.
I’m just considering just cutting my losses and never using Raru again and simply going to Amazon to order the item.
Raru’s customer service is a relic from the 80’s.
I have had very similar experiences with Raru.
They USED to be my favorite online retailer about a year ago when I first started purchasing from them (just before last Christmas).
This year, however has been a very different situation.
I ordered a my first Christmas gifts at the end of October in order to ensure delivery before Christmas. MOST of the products arrived , however my little girls’ gift and a few other items did not.
When querying the delay I was told there was a supplier issue (sound familiar?) which I accepted. However at that time it was getting quite close to Christmas to now wait for another import from another supplier (the waiting time was around 20 days for the product).
So I got a refund and requested a list of alternative products which may reach us in time. I was supplied one (lets not even go into the refund process which was not efficient at all).
I selected my product which had a SHORT delivery time hoping it would get here before, or at worst, just after Christmas.
Well guess what , today on the 1st February 2018 there is still no product delivery!
To make matters worse when querying it (yes I had to query the delay there has been no proactive response or information from Raru) I get told that there was yet again a supplier issue which they were not informed about (does this sound familiar?) and they would be ordering from their alternative supplier. Yes, that’s correct, they still WOULD be ordering it from there.
So what can you do? I asked them to please get my item. There was this another wait .
So on January 31 the items in my order had a status ‘Being packed’. This was from early in the morning (just after I sent them a support message asking where is my product).
Then today on February 1st I get a mail saying that my item arrive yesterday and will be shipped out.
on 1 February the status is ‘packed’ , but there is no delivery happening.
My support message from 31 January was finally answered on 1 February saying that it arrived and will be on its way.
Now a question…how long do items take to pack and get on the courier shipment? I don’t think 48 hours is reasonable for that, and what is most likely happening is customer support is ‘fiddling’ with the system and setting items to ‘being packed’ when in fact it is not.
I also had another item in the order which was only supposed to take 4 days to get here. A couple of weeks later, still no item. Looking into that they then told me the wrong item was received by their supplier (yet again, sound familiar?) and they had to return it and are waiting for the correct one. Again all this was done without informing me (the client) and waiting for me to enquire.
No proactive service.
All my experiences with customer service have been dealt with by a certain staff member who seems to speak out of his butt. When calling to Raru and asking for customer service you get this same staff member from the mail who talks nonsense and does not put you in contact with a superior. (I have not named this staff member, but can supply if curious).
All requests for a manager or somebody who can actually supply service falls on deaf ears. Either customer service is hiding their failings from the management or the management is not caring.
I am not one to advise against business as it is a tough game, but come on….3 months for an order riddled with problems and nobody seemingly willing to be customer orientated?
Ive has many orders from Raru. They started great but have started dipping as time goes by, with first small issues and then major ones (such as above and also the mystery of arrival dates automatically shifting to a later date on the order calendar – again…somebody seems to be gaming the system and not notifying the customer)
A lot of good words come from them, just wish it followed with good actions.
raru, remember who makes you money and keeps your company afloat. The customer , and more important, the loyal customer.
From an ex-loyal customer. For those that are interested, I have moved back to Takealot for most of my online needs, unless they cannot source the product. They are not perfect, but their customer service is miles above these guys.
Look at my comment below. Way in advance you say? How advanced is the end of October…. it is now end of January and still no items supposed to be here from Christmas. Like Sergio said above, its how you treat the customer when things go wrong.
Words only go so far. How about some action for a change Raru?