Clicks – Misleading Advertising, Ignored Customer Instructions & Unacceptable Service

This has been one of the most frustrating and unacceptable retail experiences I’ve had.

I placed an online order for magnesium tablets specifically because of a “3 for 2” promotion. The product was clearly shown as in stock, and I was able to complete payment successfully. Based on this, a valid transaction was concluded.

Within a few hours, I was told the item is “out of stock.” I immediately contacted Clicks and made it clear that I do NOT accept a refund and that I expect the promotion to be honoured.

I was promised a callback — which never happened.

Instead, later that same day, Clicks went ahead and refunded me to my ClubCard WITHOUT my consent, completely ignoring my instructions and emails.

Here’s the most concerning part:

I went back online, ordered the EXACT SAME product again using Click & Collect, and within 24 hours it was ready at the store.

So how is it:

* “Out of stock” for delivery * But available for collection the next day?

This clearly shows serious issues with Clicks’ stock system, or worse — misleading advertising practices.

Customers are being:

* Encouraged to purchase based on promotions * Allowed to complete payment * Then denied the product afterwards * And refunded without consent

This is not just poor service — it is unacceptable and potentially misleading in terms of consumer protection laws.

I have escalated this matter to the Consumer Goods and Services Ombud.

Clicks needs to explain:

* Why promotions are advertised but not honoured * Why customers are not given the option to source stock from stores * Why refunds are processed without customer approval * Why their systems contradict each other so blatantly

Customers should not have to fight this hard to receive what they have already paid for.

I expect a proper explanation and accountability.