INCORRECT LAPTOP SOLD, REFUSING EXCHANGE

Good Morning

I am EXTREMELY frustrated at the service I am receiving from Incredible Connection. So, I am emailing in search for any assistance in this matter.

I was very excited to purchase a Lenovo laptop from Incredible Connection this past Fiday evening (30-04-2021) . I went to the Sandton City Incredible Connection branch, where Josias Mnomezulu was assisting me. I had selected the silver Lenovo S145 laptop from the Incredible Connection showroom floor, and asked Josias to please check if they have in stock. He then walked away from me and came back to say they have stock, and hand over a box to me. I then happily went to the till to make the purchase.

When I arrived home and opened the top leaf of the cardboard box, I was very irritated to see that the store clerk had given me a black laptop. Therefore a very obviously incorrect item. For this reason, I did not further unpackage the laptop, as it was clearly wrong. The very next morning, I took the laptop back to the Sandton city branch with my sister and explained what had happened and verbalized the frustration of having to come back. The assistant apologised to me, and then went to the back to check for a silver laptop. He then returned and said unfortunately they do not have stock of the silver one, so I would need to go to Nicolway to exchange it. Already having wasted time during my day, I had asked the assistant of I could make the exchange at Nicolway on Monday; which he confirmed.

This evening, after work; when I arrived at Nicolway, the IT assistant Sello, opened the box up, unwrapped it, plugged it in and switched it on. As you can see in the images attached, you can see that the tech. person had a messy station where he had opened up my laptop and fiddled with it. I could not see whether what he had done with it. He then came back to me and said that they cannot exchange the laptop because it had been opened and there was a scratch at the bottom. This is a complete outrage to me because I hadn't even opened the packaging yet. They refused to exchange it without a 15% handling fee. This is not acceptable. I then had asked them to then repackage it, as I would be taking it straight back to Sandton to resolve.

I then had to drive all the way to Sandton city, and spoke to the manager – Teboho Tsotsetsi; where he said they cannot refund me or exchange the laptop. I find this completely unacceptable as I received the incorrect product and had not opened the packaging.

I am now stuck with a laptop that I DID NOT CHOOSE!! Please could you advise on how to escalate/ resolve this matter because it has now been many back and for the journeys of disappointment and frustration!!

Please could you assist me, or give me the contact details of someone that can assist me, because the service I have received from Incredible Connection thus far has been completely unsatisfactory to say the least!!!! Or forward my email to someone that can assist me please.

Kind Regards Roxanne Skeef