No refund as promised over item purchased

I bought a Canon Camera from Cash Crusaders' Randpark Ridge branch on April 29, 2023. The salesperson, Perseverance, informed my husband and me about the return and cash back policies. She stated that we had a 48-hour window to return the product for a full cash back. Testing of the camera was delayed until Sunday the 30th of April 2023 due to low battery power and load shedding on Saturday. The camera was fully tested on Sunday, allowing for performance and functionality to be fully evaluated. The camera has several issues that affect its performance. Overall, these problems significantly impact the camera's usability and make it challenging to capture high-quality images.

1. The camera's photo display is blurry and out of focus, while the raw document in Photoshop is excessively grainy. Despite setting the camera to the appropriate ISO, Shutter Speed, and F-Stop, the photo's quality remains poor. 2. The Shutter count on the camera has exceeded its expected lifespan, which increases the probability of its failure at any moment. Its constant use may lead to the shutter malfunctioning; therefore, it will need a costly replacement. 3. The lens' zoom function is not operating smoothly and requires servicing to ensure proper calibration with the camera. 4. The battery life of the device is shorter than expected, which is causing some inconvenience.

5. Unfortunately, the camera was missing both the rubber eyecup and lens cover upon sale. It is important to have both of these accessories to protect the lens and provide a comfortable viewing experience for the user. I will need to purchase these items separately or contact the manufacturer for replacements. It is disappointing that they were not included, but I will take the necessary steps to ensure my camera is fully equipped and protected.

On May 1, 2023, we went back to the store and simplified our explanation to the staff, mindful that they lacked photography training. We told them that the photo appeared out-of-focus on the computer. Using layman's terms prevented any miscommunications that could have arisen from technical jargon.

We spoke to Caroline, who claimed to be the manager, about getting a full cash refund. Caroline explained that since it was a public holiday, the person who released funds was not in, and asked us to come back the next morning. We were given assurance by Caroline herself, in front Perseverance, that the entire refund would be available in cash by 9am. We requested written confirmation but were refused on the grounds that everyone in the store knew and had heard about it. Caroline offered assurance that returning the next day would not result in any difficulty with the 48-hour notice refund policy.

Caroline acted against protocol and failed to confirm the refund with her superiors, further deceiving us by assuring us that everything would be ready on our return. Caroline's failure to follow protocol and dishonesty came as a surprise to us, and we wrongly assumed that the refund would be sorted out the next day.

Upon returning on May 2nd, 2023, I discovered that the store would not provide a cash refund. The supposed manager, Caroline, was actually an employee and the real manager, Tom who claimed to be the actual manager, was unaware of the situation. Despite my frustration and Tom's attitude, I was unable to receive a refund.

Tom was unaware that Caroline had informed us about the full refund and believed that the problem had been resolved. He didn't have any information to suggest otherwise and Caroline was not present at work.

Tom called the owners to refund us, but they declined during this time.

The owner is demanding that I sell the camera I purchased back to the buy shop for R7000, even though I would lose R4000 in the transaction. I find this demand to be completely absurd.

As a national credit regulation institution, you must be knowledgeable about the Consumer Act. Please note that I am at liberty to escalate this matter for investigation to the ombudsman and the small claims court. Conversely, resulting sheriff costs are to be borne by Cash Crusaders.

After a frustrating 2-hour attempt to get a refund at the store, I demanded that the camera be sent to Camera Tech for a thorough system diagnostics report, full service, and replacement of its worn-out shutter. If a refund was not possible, I wanted the camera to be fixed to optimal condition.

The staff deceived me and provided false information just to make and keep a sale, even though it violates my consumer rights. Their intention was solely to retain the sale, and as a result, I was misled and given inaccurate information.

The Terms & Conditions on the back of the sale slip clearly indicates the following:

“We request that you return any out-of-box faulty goods within 7 days of purchase, which will then be replaced, refunded or repaired at our cost, subject to the following exclusions” (and it doesn’t state anything about the cameras).

If this matter is not resolved promptly, I will escalate it to the ombudsman and pursue legal action. I will also exercise my right to share my negative experience with the Randpark Ridge branch on various platforms, such as social media and influencer networks. This issue needs to be resolved swiftly to avoid further escalation.