Formal Complaint Regarding Poor Service and Unresolved TV Repair

To Whom It May Concern,

I am writing to formally express my dissatisfaction with the service I have received from KwaMashu Best Home and Electric since the beginning of my purchase journey.

From day one, the sales experience was disappointing. I spent hours in the store due to the sales consultant taking an unreasonably long time to process everything. The overall customer service was poor and unprofessional.

About a year into my contract, I experienced health issues and was placed on unpaid leave from work. As a result, I was unable to keep up with my installment payments. I visited the store to explain my situation, believing I had insurance coverage that would assist in such circumstances—as I had been consistently paying for it. Unfortunately, I was not helped in any way. Once I returned to work, I discovered I had fallen into arrears and was told I had to pay the full outstanding amount. I found this unfair, but chose not to escalate the matter and continued making regular payments.

In January of this year, my TV stopped working. I contacted the store, and only in March did someone come to collect the TV for repairs. Since then, I have not received any updates or the TV itself. Each time I call, I am told the manager is unavailable, or that the claims department cannot be reached. Most recently, I was informed that the store had changed staff and they were not aware of my claim. This is completely unacceptable and highly unprofessional.

I am extremely disappointed with the service I have received and find it unreasonable that I am still expected to make payments on a product that I do not currently have in my possession. I respectfully request that senior management urgently look into this matter and provide a resolution.

I look forward to hearing from someone soon and expect a fair and prompt resolution to my complaint.