faulty pull up nappies Huggies ( Kimberly clark sa)

On the 29/09/22 i phoned Kimberly Clark Sa as i had a problem with the nappies that i had bought from checkers hyper Boksburg,

I spoke to a women by the name of Claire, explained to her that the pull up nappies i had bought my 2 year old son was faulty, she then took done all the details as followed.

- product name & size

- package quantity

- date & details of issue experienced

- manufacturing code (on side fasteners of nappies or on side of packaging)

- your full home address

- your mobile phone number

I then give her all my details and explained to her what the problem was with the nappies I had bought.

I then responded back to her on email on the 3/10/2022 stating the following. - product name & size - (huggies gold pants) - package quantity - (88 in box) - date & details of issue experienced - ( 25 September 2022) - manufacturing code (on side fasteners of nappies or on side of packaging) - BN:CT21 PROD 13/07/22 - your full home address 13 wannenburg street boksburg gauteng - your mobile phone number *** and two picture as requested. that some day i got an email that stated that i will need to wait 10 working days before they can give me an answer.

On the 10/10/22 i received an email that stated this. Dear Lee,

Thank you for your e-mail.

We were unable to verify your complaint. - In order to process your case, we kindly ask that you resubmit an image of the other, horizontal side of the packaging with your case reference number ***1 clearly written by hand on the packaging. Please see attached an example of what the packaging should look like in order for us to authenticate the case. Thank you for your understanding and cooperation. Yours sincerely, Claire Smith Consumer Services Department Kimberly-Clark EMEA ***1

my response 10/10/2022 Good day Claire

Thank you for your email, please understand that I don't have the package anymore, I have use the one and don't have the second package , it's taken a week to tell me that you can't verity my complaint because of a picture.

This is not something that just lays in my house and get used now and again.

It's nappies that get used on a person's child, Nappies don't keep for long.

On top of that, we pay a arm and a leg for something that doesn't even last the first few minutes.

Please sort this out as soon as possible, as I had to spend more money on nappies, because these nappies were breaking.

Their response on the 10/10/2022 Dear Lee,

Thank you for your message. Your email and attachments have been received.

Please note that the authentication of your case ***1 can take up to 10 working days. Please do not send follow-up emails as this may lead to delays.

Thank you for your cooperation.

KIMBERLY-CLARK CONSUMER SERVICES TEAM

I had left it as it stated 10 working days, on the 19/10/2022 i send another email Good morning Claire

I'm following up on my case (***1) , email was sent on the 10th of October, we sitting on the 19th October.

No one has come back to me, this is now became a bit of problem, I need this to be sorted out ASAP please, I'm having to spend more money on something that I'm unable to use.

Please get back to me as soon as possible.

their response on the 19/10/2022 was as follow

Dear Lee,

We were unable to verify your complaint as the photos you submitted did not follow our guidelines. Kindly resubmit the image(s) with reference number ***1 clearly handwritten directly on the packaging as we requested. Please see attached an example of what the packaging should look like in order for us to authenticate it properly.

Thank you for your understanding and cooperation.

Yours sincerely,

Claire Smith

Consumer Services Department

Kimberly-Clark EMEA

***1

They dont seem to understand that i dont have the packaging anymore and its been almost a month and they haven't sorted this issue out.

they cant even say look we understand Nappies are expensive and we understand that you have spend money on faulty nappies

please can someone please sort this out for me,