Highly ***********!!!!

When untrained meets incompetency!!!! Good day,

I trust this email finds you well. My name is Thamsanqa Sithole, and I am writing to formally raise a complaint regarding the unacceptable experience I had at Builders Protea Glen relating to a refund request for a Ryobi circular saw.

I purchased the circular saw on Friday evening (around 4–5 PM). Due to a family funeral on Saturday, I was only able to test the tool later, at which point I realized it was not up to the quality I expected and was not suitable for my needs.

I returned to the store first thing Sunday morning (8 AM) to request a refund. I was assisted by a lady named Mourie (or similar), who then called a technician to assess the tool. He confirmed it was functioning properly but refused the refund on the basis that the blade had been used. I explained that in order to assess the tool’s suitability, I had to test it – and that this is standard practice under consumer protection laws. I was told: “Who are we going to sell it to? The blade is used.”

This reasoning is not only incorrect but also dismissive of consumer rights. It is my understanding that if a customer is not satisfied with a product – particularly so soon after purchase – they are entitled to return it, whether it was briefly tested or not.

Instead of resolving the matter on the spot, the item was booked in for a fault check, and I was told I would have to wait seven days for a resolution. This is completely unreasonable. My work is now delayed because of this process. Other retailers like Takealot and even Shoprite process returns without such difficulty.

To make matters worse, the refund process was handled in a disorganized and unprofessional manner. After supposedly completing the return, I was stopped three times as I tried to leave the complex, due to missed paperwork and uncer*****y from the staff. Only then was I asked to fill in the necessary forms and given my slip back.

This experience has left me extremely frustrated and inconvenienced. I am requesting immediate escalation of this matter to someone who fully understands the correct refund and warranty procedures. The staff at Builders Protea Glen clearly require further training on these processes.

Please assist in resolving this issue promptly. I would appreciate confirmation of when I can expect my refund and what steps are being taken to ensure other customers are not treated in a similar manner.

Kind regards, Thamsanqa Sithole