Edgars Black Friday ****

Dear Edgars Customer Service,

I am writing to formally express my dissatisfaction with the experience I had at one of your stores on 30th November 2024 during your Black Friday sale at Somerset Mall. The entire ordeal was both frustrating and deeply disappointing.

1. False Advertising and Misrepresentation

Your store prominently displayed signage indicating a "Buy 1 Get 1 Free" promotion. I confirmed the details multiple times with store staff, asking explicitly whether purchasing one item at a certain price would entitle me to receive another of equal or lesser value for free. The staff repeatedly assured me that this was the case.

However, after enduring an exceptionally long queue of approximately 45 minutes, I was shocked to discover at the till that this promotion was not app**** as stated. Instead, I was charged for the higher-priced items, and the free items app**** only to the lower-priced ones. At no point was this distinction communicated to me via signs, staff, or the cashier.

This is a blatant example of false advertising. Your promotional signage did not specify any terms or conditions related to the pricing of the items. Both your staff and cashier further misrepresented the promotion, confirming inaccurate details when I specifically asked for clarification.

2. Poor Communication and Inefficiency

While standing in the queue, your card payment system went offline, yet there was no communication about this to customers in the queue. I only discovered this after waiting for almost an hour, when the cashier informed me at the till.

This lack of communication is unacceptable. No staff member took the initiative to inform customers or us in anycase waiting in line or standing at the entrance about the system outage. This resulted in unnecessary delays, frustration, and confusion.

To make matters worse, when I decided to pay in cash, I was made to wait even longer because the items had to be rung up again at a different till. This process was disorganized and added unnecessary inconvenience to an already poor experience.

3. Unfair Pricing Practices

After paying, I reviewed my bill and noticed that the promotion was app**** incorrectly. As mentioned earlier, the free items were only app**** to the cheapest items in my purchase, while I was charged for all the high-value items. Again, this was never communicated on your signage or by your staff.

This deceptive practice feels like an intentional attempt to mislead customers. It is unacceptable and *********.

4. Resolution Requested

Adjustment: Credit for the difference in cost due to the improper application of the "Buy 1 Get 1 Free" promotion. I want to pay for the items as it was advertised to me!

This experience has left me with a poor impression of Edgars. If these issues are not addressed satisfactorily, I will escalate my complaint to the Consumer Goods and Services Ombud (CGSO) for false advertising and ********* business practices.

Chase Bezuidenhout