UTTERLY DISGUSTING SERVICE AND QUALITY MEAT!!!!!

Subject: Formal Complaint and Request for Escalation: Unsafe Meat Product and Poor Customer Service

To Whom It May Concern

I am writing to formally raise a serious concern regarding the quality of a meat product I purchased from your store, as well as the unsatisfactory and hostile treatment I received upon attempting to return the item.

On 02 August 2025, I purchased several meat products, including Ox Liver, from your store. Upon returning home, I immediately froze the meat. I used the liver on 04 August 2025 and was alarmed to discover that it had a strong, foul smell, clearly indicating that it was spoiled and not fit for human consumption, despite being well within the stated use-by date.

In accordance with the Consumer Protection Act (CPA) of South Africa, particularly:

Section 55(2), which provides that consumers have the right to receive goods that are of **good quality, in good working order and free of defects**, and Section 56, which allows consumers to return unsafe or defective goods within a reasonable time,

I returned to the store on 06 August 2025 to address the issue. Unfortunately, I was met with hostility and dismissive behaviour from your staff and management. I was told that there have “never been comebacks” on your meat products, a statement which disregards my valid concern and the evidence of the spoiled liver.

Additionally, I was made to feel that my complaint was an inconvenience, and your staff appeared more interested in socialising with each other than attending to customers. This is unacceptable, especially considering that I have been a loyal customer since your store opened.

I respectfully request the following:

1. A formal apology for the poor treatment I received. 2. A full refund for the spoiled Ox Liver. 3. An assurance that the matter will be investigated and proper food safety procedures reviewed. 4. Disciplinary action (if warranted) regarding the conduct of the manager or staff involved. 5. Clarity on your store’s return policy in line with the CPA.

Should this issue not be resolved within 7 working days, I will be left with no choice but to escalate the matter to the National Consumer Commission and consider taking further steps to ensure that other consumers are not subjected to similar treatment.

I trust that this matter will be treated with the seriousness it deserves.

Kind regards,

Faldie Michaels ***