Complaint Regarding Faulty Philips Shaver and Poor In-Store Service – Dis-Chem Gateway

Dear Dis-Chem Customer Service Team, I hope you are well.

I am writing to formally lodge a complaint regarding both a faulty product and the poor service I received at your Gateway store.

On 28 November 2025, I purchased a Philips shaver (R300). I charged the device and attempted to use it on 29 November 2025, but it kept switching off during use. I recharged it again and tried on 30 November 2025, and the same issue occurred.

I returned to the Gateway store today 01 December 2025 to exchange the item. Unfortunately, the store did not have stock of the same shaver. A manager assisted me in selecting an alternative product, but the available options were above my budget. He then advised that I could receive a refund.

However, when I went to the till to process the refund, the cashier called the store manager, Mr. Preston Govender. By this time, I had already explained the issue to three different staff members, which was already frustrating. I explained the situation again, and the manager, who spoke to me with an attitude, told me that he could not issue a refund and that the item must be sent to the supplier for assessment. This is unacceptable considering the product was only three days old, I told him to replace the product or give me a refund, he bluntly refused both. His response made me feel as though my word as a customer could not be trusted.

Since the shaver is defective and only three days old, I am entitled under the CPA to a refund or replacement. I am within my rights to demand a refund or replacement immediately, without multiple trips or additional costs to me.

When I asked if he was the store manager, he responded in a dismissive manner and said, “I am the store manager,” as though to emphasize authority (this really ****ed me off). I then requested that he contact the regional manager, which he refused to do.

I would like to understand the following:

Why should I, as a customer, be expected to use my own fuel and time to return to the store again after the product is sent to the supplier? Who is responsible for these costs and the inconvenience caused—especially when the cost of my fuel for the return trip will exceed the R300 spent on the item? This experience has been extremely disappointing and a waste of both my time and money. It does not reflect the level of service I believed Dis-Chem stood for.

I kindly request that this matter be escalated and resolved urgently. I would appreciate a fair solution, ideally a refund or an immediate replacement, without requiring me to make repeated trips to the store.