Very disappointing experience – refund refused

On 5 September, I visited Gadget Candy in Richards Bay to purchase a cover for my Samsung tablet. I purchased a cover, but when I got home, I discovered that it did not fit the tablet.

I returned to the store and spoke to a staff member who identified himself as Riyaad. He said that he would try to source the correct cover from his colleagues at the Empangeni branch. I accepted this arrangement and left the store.

On 10 September, I contacted Riyaad via WhatsApp to ask whether he had managed to get the correct cover. He confirmed that he had. I then went to the store, only to find that the cover was not available.

I therefore requested a refund. Instead of processing the refund, Riyaad insisted that I should change the cover on my phone. I explained that this was not what I wanted, but he continued insisting and refused to refund my money, stating that they do not provide refunds.

I became uncomfortable with the way the situation was being handled, particularly when he was insisting on taking my phone and changing the phone cover and screen, despite me clearly stating that I did not want this.

I left the store without the correct tablet cover and without receiving my money back. As of today, I still have not received my refund.

This was a very disappointing customer service experience. I expected the store to resolve the matter professionally after the product I purchased did not fit and the agreed replacement was not available.

I would appreciate it if Gadget Candy could investigate this matter and resolve it by refunding my money.