Complaint: Misleading Pricing and Poor Customer Service – Clicks Karaglen

I would like to formally lodge a complaint regarding an unpleasant experience I had at the Clicks Karaglen store.

While shopping in-store, I selected a BaByliss hair curler from a shelf where the displayed price was clearly marked as R599. This was the price I reasonably expected to pay. However, when I reached the till, I was informed that the item cost R1,499.

I immediately brought this discrepancy to the attention of the cashier and showed him the exact shelf from which I had taken the product, which was clearly labelled R599. The cashier then called the store manager, who identified herself as Pretty, to assist.

Unfortunately, the interaction with the manager was extremely disappointing. She was dismissive, unhelpful, and rude. She simply stated that “another customer may have placed it there” and insisted that the price was incorrect. No effort was made to investigate the issue, no apology was offered, and no customer-focused resolution was attempted.

In terms of the Consumer Protection Act (CPA), Section 23, consumers are entitled to rely on the displayed price of goods. Where there is a discrepancy between the shelf price and the till price, consumers should not be prejudiced due to store error or poor shelf management.

Beyond the pricing issue, I am particularly concerned about the lack of professionalism and poor customer service displayed by the store manager. As a customer, I expect courtesy, accountability, and a genuine attempt to resolve issues none of which were demonstrated during this interaction.

I trust that Clicks will take this matter seriously and address both the pricing practices and the customer service standards at this branch.