Valid Warranty Return Refused, Conflicting Warranty Information & Management Failure – Boxer Store Kabhokweni

I am lodging a formal complaint regarding my experience at Boxer Store Kabhokweni, which reflects a systemic failure in warranty application, staff training, and managerial oversight. I purchased a two-plate stove from this store on 1 August 2025. My receipt clearly states that the item carries a 12-month warranty. On 24 January at approximately 13h30, well within this warranty period, I returned the stove after it developed a fault: it switches on but no longer heats the plates, rendering it unusable.

There is therefore no dispute that I was entitled to return the item. On the day of purchase, the stove was checked at the exit by a security guard responsible for verifying items as customers leave the store. The guard made a handwritten note on the box confirming that the item had been checked and that the purchase date was correct. Notably, no warranty period was recorded.

When I returned the faulty stove on 24 January, I encountered immediate resistance. I was given conflicting warranty information:

* A female security guard said the warranty was 3 months * A male security guard (Tshepo) said 4 months * The Front End Manager later claimed it was 7 months * My receipt clearly states 12 months

This inconsistency is unacceptable. Warranty terms cannot vary depending on who a customer speaks to. Tshepo physically tested the stove and confirmed that it was **not working**, but no written note was made after this confirmed fault. The stove was then taken to the Front End Manager, who dismissed my return almost immediately. She alleged, without evidence, that I must have poured water on the stove. When challenged, she admitted she is not a qualified technician, yet still refused the return without any professional or technical assessment. She further demonstrated poor understanding of returns policy, including confusion between warranty and guarantee, and instructed me to “go read the store policy myself” instead of explaining it. Beyond my individual case, I observed broader issues in the store: * Cashiers and supervisors chatting while customers waited * Slow, reluctant service * Staff members without name tags * A general lack of accountability

These issues occurred openly, suggesting a culture that is tolerated under store management oversight. I have escalated this matter to Boxer Head Office who responded on the 23rd Frbruary 2026 - saying they wish to have my contact details so that they may escalate the matter to store management, however, it's 2 days on and there hasn't been any communication received from their side ever since then, even after i sent them a follow-up email on the 24th Februay 2026.

### 🎯 Desired Outcome

* Written confirmation that my return was valid under the 12-month warranty * Investigation into Front End Manager conduct * Review of Store Manager oversight * Enforcement of a single, consistent warranty policy * Appropriate corrective and disciplinary action * Formal response from Boxer Head Office confirming that they have indeed escalated the matter to store management.