No accountability and gross negligence

I recently encountered a very disappointing experience at Cape Quarter DE Waterkant on Saturday 10 January 2026, while trying to purchase a Smartlife electric griller for a friend's birthday. After confirming its availability over the phone, I was assured that the item would be set aside for me.

However, upon arriving at the store a few hours later around 14:20—after a lengthy hour-long drive—I was shocked to find out that the griller was not available. The assistant I spoke with seemed distracted and unorganized, prompting me to go and get the product same day. Despite emphasizing the importance of this purchase, my situation was clearly not prioritized.

Manager on duty Tasneem Diedricks was unable to contact the area manager or store manager to resolve the issue. I requested reimbur*****t for my travel expenses, as I had gone out of my way based on their assurances. The area manager, Keith , promised to personally deliver the product by Sunday 11 January 2026, but that never happened. After wasting an entire day at home waiting, I was left empty-handed.

I later spoke with store manager Muneeb on Monday 12 Jan, the day of the birthday, who failed to provide any clarity or accountability. Despite her promise to share communication regarding my situation, she cited the POPIA as a reason not to disclose information, neglecting consumer rights.

Ultimately, I am left without the gift and feeling frustrated about the time and petrol wasted due to poor customer service. The numerous calls clearly aimed at giving me the run around, were condescending at best.

The last telephonic communication with Muneeb, she assured me that she would call and give me an exact response from the distribution team, it's very unclear how the blame now is shifted to their office.

I know for a fact that had this happened to anyone living in that area, this matter would have been resolved immediately without all this run around