Complaint: Sale of Used Tents as New & Delayed Refund

Good day, On Sunday, 8 February 2026, we purchased two tents from your Checkers Outdoor store at Willowbridge. Upon returning home, we pitched both tents indoors in our living room to ensure that all components were present and functional. During this process, we discovered that several parts were missing. It was also immediately apparent that the tents had been used previously, as there was grass inside them. In addition, the packaging was incorrect: there was no proper carton to secure the contents, and the ropes were already fitted. These factors clearly indicate that the tents were not new, yet they were sold to us as such. This situation is deeply concerning. Customers should not be sold second-hand or defective goods under the impression that they are new. We returned the tents to the store and informed the staff of their condition. While the store manager did assist us and processed a refund, my concerns remain unresolved for the following reasons: 1. Delayed Refund The purchase amount was deducted from my account immediately at the time of sale. However, I was informed that the refund could take three to four working days to reflect in my account. I find this unacceptable, particularly as the goods were defective and misrepresented. I should not be required to wait for my money to be returned when the fault lies entirely with the retailer. 2. Additional Costs and Inconvenience I incurred travel costs and unnecessary inconvenience by having to return to the store. Furthermore, had we only discovered these issues while on our planned weekend away, we would have been unable to use the tents, potentially forcing us to cancel or cut short our trip. This would have resulted in further financial loss and inconvenience. Who would have taken responsibility in that scenario? It was also disclosed by the store manager that this branch received stock from another store that closed down, and that many of these items are defective, yet are still being sold as new. This raises serious concerns about quality control and customer protection. I trust that Checkers holds itself to higher standards than this. I would appreciate a prompt response addressing: • When the refund will reflect in my account, and why I am expected to wait for funds taken immediately for a defective product. • How Checkers intends to compensate me for the inconvenience and costs incurred. • What steps will be taken to prevent used or defective goods from being sold as new in future. Should this matter not be resolved satisfactorily, I will consider escalating it further, including sharing my experience publicly to warn other consumers. I look forward to your urgent response. Kind regards, Anton Niemand – ***