REFUSAL TO EXCHANGE FAULTY BLENDER

On Sunday 30 November 2025, together with other purchases, I purchased a Brabantia blender with different attachments at @Home in Fourways Mall.

When I arrived home, I opened the blender and found that the blender attachment was missing in the box. I was hosting on the day and didn't have time to go back to the Fourways shop for an exchange.

Today on Sunday, 7 December 2025, I found an opportunity to exchange the blender at the Northgate @Home shop as I was taking my son to Total Ninja at the mall. To my surprise, I was told that I need to go back to the Fourways shop and that they cousin process the exchange. I asked why this was the case and more particularly, why I wasn't informed upon my purchase at Fourways Mall that if I encounter such an issue, I have to go back to the Fourways shop. I don't have to explain the impractical implications of such a rule save to state that it is against our South African consider laws.

Whilst at the shop, I called TFG customer services and they were no help either and told me to go to the Fourways mall shop after the shop assistants explained their reason for refusing to exchange the blender. I had to speak to three service agents who didn't help. I tried calling the Fourways mall shop and they didn't answer.

As a customer, this is a double whammy inconvenience (the first being on 30 November when I arrived home to find the attachment missing) and if this is indeed TFG policy that if you buy an item at a specific shop and it's defective you have to return it to the same shop (as ridiculous as such a policy would be), then shop assistants must state this policy when purchases are made explicitly.

My intention was to exchange the blender at the @Home shop in Sandton city during the week but I never found the time.

I am very unhappy and deeply inconvenienced with this service and hope you resolve it as soon as possible before I escalate it to the Ombudsman.