Extraordinary Unsatisfactory Customer Service

I would like to formally lodge a complaint against the Builders Warehouse Philippi Cape Town and Builders Warehouse Cape Gate stores.

I bought a Makita hammer drill a few days ago and when i arrived on my site, realized that the particular drill was not strong enough.

I then called the Cape Gate store a few days later who welcomed me to return the machine.

Upon my arrival at the store, the manager Jose, advised that because I had already used the drill once, he could not refund me.

I wan to also state that there is no mechanical faults with the machine...It was just not the right one for me! Alas, I was even ill advised my the store staff at Builders Philippi.

I was then advised by Jose at Cape Gate, to return the item for a refund at the Philippi store, many many km's away!

Upon my return to the Philippi store, the manager, Hillary, advised that because I claimed that the machine was not to my satisfaction or strong enough, that he has to first have the Makita rep come and inspect it.

Both the store manager and another management staff member also inspected the item and admitted there is nothing wrong!

- Why do I, the Client, need to be sent driving all around Cape Town to get a refund for an item bought less than 7 days ago?! - Why do I need to wait until a rep inspects the machine before I can claim a refund?! - Why is this policy not clearly stated inside your stores, that once a Client buy any machines, you will not do a refund until e rep for the particular make inspects it... - Why does your own returns policy state that if I, the Client, was ill advised when I made the purchase or am unhappy with it, Massbuild will refund my product, if purchased within 10 days?!

I am afraid that I, as the customer, feel very much like the loser in this case and would thus take my business elsewhere...

I Look forward to your swift feedback as this behavior toward any client cannot be considered to be OK...