Request for assistance in this purchase

Dear Clicks Customer Care.

I hope this email finds you well. I am writing to express my disappointment and frustration regarding my recent purchase at Clicks Hillcrest BLVD in Pretoria and the subsequent lack of assistance when I sought help from the store.

On 03 December 2024, I purchased the Babyliss Men Groomer at your store during the Black Friday promotion. The item, originally priced at R799.00, was discounted by 40%, bringing the final cost to R479.40. Based on the recommendation of the cashier (Khumowarona) and a staff member who assisted me at the shelf, I believed this product would meet my needs.

After purchasing the machine, I tested it a few days later and was extremely disappointed to find that it was ineffective and incapable of cutting my hair as promised. The machine's performance fell far short of my expectations, making it completely unusable for my intended purpose.

On 08 December 2024, between 11:00 and 12:30, I returned to the store to request either an exchange for a more suitable product or a refund. I spoke to the manager on duty, whose name I believe was either Dimpho or Dimphuwo, and explained my situation. Despite my clarification that the machine had only been tested (not used extensively), my request was declined. The manager and her colleagues insisted that they could not assist me because the product had been used.

This experience has left me frustrated and deeply disappointed. I used my hard-earned money to purchase this product, expecting it to deliver on its promises. Instead, I was left with a machine that serves no purpose, and my efforts to resolve the issue have been met with a lack of support.

I kindly request that Clicks head office intervene and assist me in this matter. I would appreciate either:

1. A refund for the product, or

2. An exchange for a machine that is fit for purpose.

I have always trusted Clicks for quality products and excellent service, but this incident has shaken my confidence. I hope you will take this opportunity to restore my faith in your brand by providing a resolution to my issue.

Thank you for your time and attention. I look forward to hearing from you soon.

Best regards, STEPHEN *** *** Purchase Details: Babyliss Men Groomer, R479.40, purchased on 03 December 2024, Clicks Hillcrest BLVD, Pretoria