Failure to repair kitchen unit - Beares Kimberley

I’m submitting this formal complaint regarding a Grandiose kitchen unit purchased from Beares, Phakamile Mabija branch in Kimberley. Earlier this month, the top cabinet door broke off and fell while being opened, landing on my elderly Mother. This incident posed a serious safety risk and could have resulted in significant injury (as we also have an eight-year-old at home). A kitchen unit cabinet door separating under normal use is clearly unsafe and defective.

I reported this matter to the branch on 8 April 2026, both by phone and email, with Brigette. Despite the seriousness of the incident, two weeks have passed with no repair technician dispatched and no meaningful resolution. All follow-ups have resulted only in contradictory, incoherent explanations, and false promises.

This situation constitutes non-compliance with multiple provisions of the Consumer Protection Act (CPA), including but not limited to: • Section 55(2): Consumers have the right to receive goods that are safe, of good quality, and durable. A cabinet door collapsing under normal use clearly violates this right. • Section 54(1): Consumers are entitled to timely and effective service, which Beares has failed to provide despite repeated follow-ups. • Section 61: Suppliers are strictly liable for harm caused by defective goods, regardless of negligence. The fact that my elderly Mother was struck by the falling cabinet door is a serious concern in this regard.

Given the safety implications, this matter should have been treated with urgency from the outset. The continued inaction reflects a disturbing disregard for consumer protection obligations and customer wellbeing.

I am therefore requesting immediate intervention from Beares Customer Care to arrange urgent repair of the defective cabinet.

I expect Beares to now act responsibly and bring this matter to a swift conclusion.