Total disregard and no communication for a loyal customer

Formal Complaint – Defective Heater & Poor Customer Service at Dis-Chem Kenilworth

I am writing to formally raise my disappointment regarding both a defective heater purchased at dischem Kenilworth branch and the poor customer service I received thereafter.

On 19 August 2025, I contacted Dis-Chem Kenilworth regarding my heater, which after just a few weeks was only working on one bar. I did not initially exchange it, as I had already discarded the box, but tge only proof purchase via my bank statement and Dis-Chem Rewards Card.

I was assisted by Cavil (Credit Supervisor) who explained she required the box for the supplier. She mentioned she would check if another store had the same model for exchange. However, when I followed up, she admitted she had forgotten about my case and told me that I must remind her. To this day, I have received no further communication from her.

After several follow-ups, today I eventually spoke with Zinclair (Training Manager). Instead of assisting, to whom i had to give my number againshe questioned me repeatedly as if I were on a witness stand, asking me to confirm what the other consultant had said. She even admitted that the consultant had forgotten about my case. As she had stood there when i called the 1st timeI reminded her that as a customer, it is not my responsibility to manage internal staff issues between Dis-Chem and its supplier. I simply expect a working product or a suitable exchange/credit.

I am extremely disappointed by the lack of professionalism, communication, and basic customer service displayed by both the supervisor and training manager. As a loyal Dis-Chem customer, I have never been treated this way before or had an issue with something I had to return. According to her they need the box and proof of purchase when my bank account serves as proof of purchase. Now they claim no one has the heater then gibe me a voucher in which I can purchase to the value I said to her I had bought a similar heater for my son at the same time in dischem n1 city.

I feel as a customer should I just throw away something that was defective they should be able to pick up it was bought at dischem. I provide yhem with style code amd ofcourse there is a batch code.

I therefore request:

An urgent resolution – either an exchange for a working heater or a full credit.

A formal acknowledgement of this complaint.

Assurance that customer service standards at the Kenilworth branch will be addressed.

I trust this matter will be resolved promptly and with the seriousness it deserves.

Yours sincerely, H Sun*** ***