Homechoice

I ordered a phone for someone on April 30th 2021,through one of the consultants that called me. Then it was delivered on the 12th of May, however the person I was ordering the phone wasn't impressed at all as is something she didn't expected it to be. She asked me to return or exchange it. I went to the parcel and checked invoice and I found the steps on how to request for a return. Then on the 13th I called the customer care to request for a return but all of them told me my query is not valid and they can't assist with returning the item as the parcel it's opened.

I also requested to be directed to a manager which they refused till, I then took a step of sending an email to homechoice complains department and received the ref number that's when a manager called me and advise me that there is no problem I can return the phone because it is still within 7 days period. She gave me her name and surname and authorization code and asked which show room is nearby me and I told her, on the 15th May went to Maponya mall returned the item and was provided with the goods return form and the store consultant told me headoffice will get intouch with me within 7 days.

Period mentioned passed I called homechoice customer care but no one seems to be able to assist not even a manager, I sent numerous emails\called as well will get a response that my issue is investigated and escalated to phonechoice will get response within 24 hours till up to date my issue hasn't been resolved . On the 9th of July I called customer care after receiving a call from homechoice collections department telling me I'm on arrears, I explained my problem and the consultant promised to escalate the matter for me. I then called again was told that the phone was never received at warehouse office and still in the store (Maponya ) I should go fetch it because it's not sealed and on my account profile it's updated as I returned item after 7 days. Which is not true.

On the goods invoice I received it doesn't state that if you opened your parcel it can't be returned it only state the following T&C's

Goods are within the 14 day free home approval period

Goods have not been used and in their original packaging

I meet all the policy requirements.

I don't know what to do anymore and I am worried that my credit bureau profile will be affected badly by this whole homechoice account.

Your assistance will be highly appreciated.

Thank you.