Poor service and unfair treatment from bradlows

I would like to formally raise a complaint regarding the poor service and unfair treatment I received from Bradlows Westgate branch.

On the 3rd of June 2025, I purchased a cellphone that was advertised at a discount and paid the full amount in cash. I was assured by the sales assistant, Zandile, that the phone would be delivered within 2 to 3 working days.

However, five days later, I had not received the phone, so I called the store to follow up. I was told that the courier could not locate my delivery address. This was shocking to me because I used a school address — a location that is well-known, clearly marked, and easily traceable via Google Maps.

On Saturday, the 14th of June, I followed up again, only to be told that the phone would now be sourced from another branch in Vanderbijl Park, but only if the person who had lay-byed it failed to collect it. I find this unacceptable — I was never told the phone was out of stock at the time of purchase, and I paid in full based on the promise of quick delivery.

Now I am being told that the person did collect the phone, and I must go to the store to cancel the transaction and wait 7 to 14 working days to get my refund. This is extremely unfair and unprofessional. I paid in full, in good faith, and the store failed to deliver the product or communicate transparently.

What makes this even more frustrating is that I had bought this phone specifically for an important overseas trip I will be taking in the next two weeks. I planned ahead and trusted Bradlows to deliver on their promise. Now I am left disappointed, inconvenienced, and without the device I needed for my travels.

I request an immediate resolution — either the prompt delivery of the phone I paid for or a full refund processed immediately without unnecessary delays or requiring me to visit the store again. This experience has been frustrating and completely unacceptable for a reputable brand like Bradlows.