FORMAL COMPLAINT REGARDING FAILURE TO HONOUR THE DISPLAYED PRICE OF AN ITEM

FORMAL COMPLAINT REGARDING FAILURE TO HONOUR THE DISPLAYED PRICE OF AN ITEM

On 10 October 2026, I visited your Edgars store in Canal Walk and noticed that an item was displayed at a price of R99

When I attempted to purchase the item at the displayed price, I was informed that the store would not honour that price and that I would instead be required to pay a higher amount. I find this unacceptable, as consumers should be entitled to rely on prices displayed by retailers, subject to the applicable provisions of the law. I asked for the manager and both the sales assistant and manager (Vee) would not honour the price, told me that the price does not correspond with the code and that they need to check another item. I brought them 3 of this particular item, all marked for R99 and they still refused to honour the price. This is unacceptable and against the Consumer Protection Act and I therefore refused to pay the higher price and did not purchase the item.

Section 23(6) of the Consumer Protection Act 68 of 2008 (CPA) provides that, subject to the exceptions set out in the Act, a supplier may not require a consumer to pay more than the displayed price for goods or services. Where multiple prices are displayed concurrently, the Act generally requires the supplier to apply the lowest displayed price.

I therefore request that your store investigate this incident and take the appropriate corrective action. Specifically, I request that you:

1. Provide a written explanation for the refusal to honour the displayed price.

2. Confirm what steps will be taken to prevent similar incidents from occurring in future.

I trust that your store takes its obligations under South African consumer protection legislation seriously and is committed to fair and transparent dealings with its customers.