Complaint: Reserved iPad Sold Despite Confirmation

I am writing to formally report my very disappointing experience with Cash Crusaders.

I viewed an iPad advertised on their website. I am based in Johannesburg, and the item was only available at a Cape Town branch. I contacted the store telephonically and spoke to a staff member named Anita. During this conversation, she explicitly agreed to keep the iPad aside for me, as I was arranging for a family member in Cape Town to come and purchase it on my behalf. She assured me that the item would be held.

I later contacted Anita again to confirm that I was taking the iPad and informed her that my family member would arrive at the store at approximately 3:30 pm to complete the purchase. At this point, she informed me that the iPad had already been sold because her manager stated that it is “first come, first serve.”

This conduct is extremely ********* and unprofessional. A clear commitment was made by their staff member, and I re**** on that assurance when arranging collection. To make matters worse, this iPad was promised to my 12-year-old daughter, and the store’s actions resulted in her being deeply disappointed.

If items cannot be reserved, this should be communicated clearly from the outset. Making assurances and then selling the item regardless is misleading and unacceptable customer service.

I expect this matter to be taken seriously and would appreciate feedback on how this will be addressed.