URGENT: Formal Escalation – Clicks Gateway Contradicted Prior Refund Assurance for Unsafe Stove

Dear Clicks Group Senior Management,

I am writing to formally escalate my complaint regarding the refusal to refund an electrical stove that I returned to Clicks Gateway on 22 October 2026. I am extremely disappointed by the contradictory information I received from Clicks representatives and the manner in which my complaint was handled.

I require urgent intervention from senior management and a written decision regarding my requested refund by Friday, 23 October 2026.

1. Prior assurances received from Clicks

I purchased the stove on 4 August 2026. After experiencing electric shocks when using it, I decided to return it because I no longer felt comfortable using it due to the safety concern.

Before visiting Clicks Gateway, I made several enquiries to confirm the return procedure.

- Facebook enquiry: I contacted Clicks through Facebook and was informed that I could return the stove to any Clicks store because it was still under warranty and that I could request a refund. - Customer Care enquiry: I telephoned Clicks Customer Care and was similarly advised that I could return the product to a Clicks store of my choice, even if it was not the branch where I originally purchased it, and request a refund. - Telephone call to the store: I also telephoned the store, I believe on Sunday, and spoke to a male manager whose name I unfortunately did not record.

During that telephone conversation, I specifically explained that I had already used the stove and that it had given me electric shocks. I made it clear that I wanted to return it and obtain a refund.

The manager informed me that I could bring the stove back as long as I still had the original packaging and it was in good condition, and that I could obtain my refund without any hassles.

I relied on these assurances when deciding to proceed with the return. I was transparent about the fact that the stove had been used and had shocked me. I did not conceal the circumstances or misrepresent the reason for returning it.

2. Contradictory treatment at Clicks Gateway

On 22 October 2026, I visited Clicks Gateway with the stove, expecting the return to be handled in accordance with the information provided to me beforehand.

The staff tested the product but reportedly could not reproduce the electrical shocks during their assessment.

Despite my explanation and the previous assurances, the manager assisting me refused to provide the refund I requested. The matter was referred to the store manager, who indicated that I could either accept a replacement or receive a refund in the form of a gift voucher.

I expressly rejected both alternatives and reiterated that I wanted a refund of the purchase price.

I was then informed that the matter required further escalation because of internal store procedures, and that I would have to wait for feedback the following day.

I find this unacceptable because I had already contacted three separate Clicks communication channels before visiting the store. I took those steps specifically to avoid an unnecessary trip and to establish whether a refund would be available.

The central issue is that I was given clear assurances that I could return the stove and request a refund, after fully disclosing that I had used it and that it had shocked me. Yet, when I followed the stated procedure, I was presented with a completely different position.

I request that Clicks investigate these conflicting representations, including the telephone conversation with the male manager whose name I unfortunately did not record. Your telephone records, Facebook correspondence and Customer Care records may assist in establishing what information was communicated to me.

3. The embarrassing manner in which the matter was handled

The disagreement about my refund took place at the tills in front of other customers. I became increasingly uncomfortable and embarrassed as the discussion continued and other customers looked in my direction.

I made it clear that I was not there to fight with anyone or cause a scene. I was simply seeking a resolution to a product-safety concern after relying on information provided by Clicks itself.

Because I was dissatisfied with the proposed resolution, I left the stove at the store with the sales clerk and walked out. I did not withdraw my complaint or agree to accept a gift voucher or replacement.

I request that senior management also investigate the manner in which the complaint was handled and ensure that customers raising legitimate concerns are treated respectfully and professionally.

4. Consumer Protection Act

I draw your attention to sections 55 and 56 of the Consumer Protection Act 68 of 2008.

Section 55 establishes consumers' rights to goods that meet the applicable standards of quality, suitability and safety.

Section 56(2) provides that, where goods fail to meet the standards contemplated in section 55 within six months of delivery, the consumer may return them without penalty and, at the consumer's direction, obtain a repair, replacement or refund, subject to the Act's requirements.

I purchased the stove on 4 August 2026 and returned it on 22 October 2026, within the six-month period.

I acknowledge that Clicks may inspect a product and investigate a reported fault. However, the inability to reproduce an electrical fault during one test does not, by itself, resolve the safety concern I reported. I request the test findings and a written explanation if Clicks disputes the existence of the defect.

If the stove qualifies for relief under section 56, I expect Clicks to honour the applicable statutory remedy rather than rely on internal procedures to deny it.

5. My formal request

I require senior management to:

1. Review the refusal to provide my requested refund. 2. Investigate the assurances provided through Facebook, Customer Care and the telephone conversation with the male manager. 3. Confirm that the stove left at Clicks Gateway has been secured and retained for any necessary further assessment. 4. Provide the test findings and the basis for the decision to refuse a refund. 5. Arrange a full refund of the purchase price, rather than a gift voucher or replacement, if the product qualifies for a refund under section 56. 6. Investigate the manner in which my complaint was handled in front of other customers. 7. Provide a written decision and confirm the refund arrangements by Friday, 23 October 2026.

I do not want a gift voucher that requires me to spend the money again at Clicks. I want the purchase price refunded through an appropriate payment method, provided the statutory requirements for a refund are met.

I would prefer to resolve this matter directly with Clicks. However, should it remain unresolved, I reserve my right to approach the Consumer Goods and Services Ombud and, where appropriate, the National Consumer Commission.

Please treat this as a formal complaint requiring urgent senior-management intervention. I expect a substantive response by the deadline stated above.

Yours faithfully,

Sihle Ngubane