Dischem advertised product does not exist & no follow-up from Head Office

On 18 December, I visited Dischem La Lucia Mall specifically to purchase an item advertised in Dischem’s Better Rewards Brochure (page 25, valid 9 Dec – 11 Jan 2026): Braun 7-in-1 Series 5 Shaver Normal price: R1,369.00 Better Rewards member price: R684.50 (50% off) At the La Lucia branch, the item was not available on the shelves. I asked the front desk to assist by checking stock or identifying another branch that carries the item. I was told that “this item does not exist”, and therefore they could not tell me which store might have it. No further assistance was offered. I then requested Dischem Head Office contact details, which were provided. I phoned Dischem Client Services on 19 December at 09h38 ***) and spoke to a Client Liaison Officer. I explained that the branch said the item does not exist, which is why I was calling Head Office. The response I received was dismissive — I was told “the branch should have helped you”, followed by silence. Eventually, I was told that the matter would be checked with the promotions department and that I would receive a call back. Today is 21 December, and no one has contacted me. This raises serious concerns: Why is an item advertised nationally if branches claim it does not exist? Why can neither branch staff nor Head Office provide basic information about an advertised promotion? Why is there no follow-up from Client Services after committing to call a customer back? I am a loyal Dischem customer and wanted to buy this shaver as a Christmas gift for my nephew. Instead, I have been left disappointed and frustrated by the lack of accountability and service — particularly at Head Office level, where one would expect resolution, not deflection. I am requesting that this matter be investigated and that Dischem provide: An explanation as to why this item was advertised if it is allegedly unavailable or non-existent Feedback on the lack of service and follow-up from Client Services Clear confirmation on whether this product was ever available and where customers were expected to purchase it This experience does not reflect the standard of service I expect from Dischem.