Unresolved return for online order

Invoice Number: ***

Dear Clicks Customer Service,

I am writing to formally lodge a complaint regarding an unresolved return and refund matter that has been ongoing since November 2025. Despite numerous attempts to resolve this issue through your call centre, online chat, email, and in-store assistance, no resolution has been achieved. I am now left with no option but to escalate this matter to the National Consumer Commission.

Background of the Issue:

On 17/11/2025, I placed an online order with invoice number ***.

On 18/11/2025, I received the first parcel with no issues.

On 24/11/2025, I received the second parcel containing a PVC Waterproof Mattress Protector, which is too small for a double bed.

I requested a return via:

Online chat on 26/11/2025 (***)

Online chat again on 28/11/2025

With no response, I continued to follow up:

09/12/2025: Called the call centre at ***(***) and was advised someone would contact me.

09/12/2025: Sent an email to *** (***) – no response received.

12/12/2025: Called again and was advised to continue using reference 261571. I was informed that a courier would collect the item between 9 and 12 December 2025.

On 12/12/2025, I visited Clicks Middelburg Mall (Shop 1652). The store manager, Ms Nonfundo Mashiyane, contacted the call centre on my behalf and requested that the collection address be changed to the store, as I reside on a farm and would be unavailable at 17 Joule Street until next year. This was confirmed during the call.

Despite this:

On 15/12/2025, a courier contacted me stating they were at 17 Joule Street for collection. I informed them that the parcel was at Clicks Middelburg Mall.

Again, on 17/12/2025, I received another call attempting collection at 17 Joule Street.

This clearly indicates a complete breakdown in communication between your call centre and the courier service.

I have paid R539.00 for this item, have made every reasonable effort to return it, and yet Clicks has failed to collect the item or process a refund. This level of service is unacceptable and falls far below consumer service standards.

Required Resolution:

I request:

Immediate confirmation of collection from Clicks Middelburg Mall (Shop 1652), and

A full refund of R539.00 without any further delay.

Should this matter not be resolved immediately, I will proceed with lodging a formal complaint with the National Consumer Commission without further notice.

I expect a written response within 48 hours of receipt of this email.

Yours sincerely, Elna Botha