Checkers Sixty60 delivers wrong products and poor quality and then punish the customer by locking their account

I had special visitors for the holidays, and we were all diagnosed with Covid-19 just before Christmas. We wanted to end the last day of 2024, by having a braai because we could not go anywhere else to celebrate the new year.

On the 31st December 2024, I ordered various items from Checkers Sixty60, as I did on a regular basis.

Amongst the items, I ordered Cattleman's Porterhouse steaks and mutton chops.

We informed the driver to leave the packages at a distance because we did not want to risk his health. 1. The 4 pieces of beef that arrived were not from Cattleman's, and none were Porterhouse steaks. One piece was marked +- R64.00, yet I was charged R+- 80 for the piece. The other 3 portions were correctly charged, however as stated, it were not the correct products. 2. The mutton chops were of terrible quality, and I was embarrassed to even prepare them for my visitors. I ended up disposing of it because it was not proper cuts for human consumption, with bony pieces sticking out dangerously.

I immediately complained about the incorrect products and the poor quality to Checkers. I submitted pictures of the incorrect products and the poor quality chops on the application.

Someone called me from the Customer Service Centre and advised me that my refund will be processed (the meats came to about R402), but that I had to take it back to the store. The lady confirmed that she could see my pictures, and I informed her that I didn't go to the store because of our diagnosis. I offered to pack the meat carefully and that the driver could pick it up if it was absolutely necessary. I had no intention of keeping it, as it was not what I wanted and not what I ordered.

She declined to collect the meat and maintained that I had to take it back!

A few days later, I wanted to order more groceries, as we were still unable to go to the store. I noted that my profile is suspended. I called the Customer Service Centre on ***and was told that my account was locked and handed to the Risk and ***** Department for investigation.

I am extremely upset because I was not at fault. The issue arose because: 1. The wrong products were picked and delivered and 2. Poor-quality products were supp****.

How can the customer be punished for the mistakes that happened at Store level?

I can't even get answers from this Risk and ***** Department, because their telephone numbers are "top secret".

I am really disappointed that customer service is no longer important in South Africa. We, the customers, still have a voice, and it shows when one looks at what happened to other retailers that were in the news for unfavourable reports.