Urgent Complaint Regarding Delayed Refund

I am writing to express my dissatisfaction with the poor service I have received regarding a refund for an item I returned.

On Black Friday 2024, I purchased two items from HomeChoice. I did not like one of the items, and I subsequently initiated a refund request. The item was collected from me at the beginning of December 2024, yet nearly two months later, the refund has not been processed.

I first contacted Samantha on 12 December 2024 and provided the reference number ***. Despite this, I did not receive any feedback or resolution. I followed up again on 20 January 2025, speaking with Aphiwe, who provided the reference number ***, but I am still waiting for an update.

I find this delay and lack of communication unacceptable. I was informed that the delay is due to the item not being at the warehouse, but this is not my responsibility, as the item was collected from me.

I request that my refund be processed immediately and that I receive a confirmation of this within 48 hours. Failure to address this matter will leave me with no choice but to escalate my complaint to the Consumer Goods and Services Ombud (CGSO) or other relevant authorities.