Customer Damange

To whom it may concern,

I am writing to formally raise my ongoing dissatisfaction following numerous inconveniences and unresolved issues experienced with the Retreat Lewis store.

Firstly, I was sold a bed without proper consideration of my weight during the needs analysis. After repeatedly reporting that the bed was making noise and that the springs were causing discomfort, I was only then informed that the bed carried a weight restriction of 80kg. This critical information was neither discussed nor assessed at the point of sale.

Secondly, in 2025 my microwave stopped working, and I contacted the store to have it repaired or replaced. When the unit was returned, I immediately raised concern that the microwave was not the same model I had originally purchased. The original appliance fit flush into a dedicated space above my kitchen cupboard, whereas the replacement was significantly smaller. While discussing this issue telephonically with the branch manager, her cellphone rang and the call was handed to another individual mid-conversation. I subsequently logged complaints with head office, however no resolution or feedback was provided.

Most recently, on 9 April 2026, I contacted the store to confirm whether my account had been settled and whether the debit order was cancelled, as my final instalment was deducted on 27 March 2026. I was informed that I allegedly still owed R500 and was advised to visit the store after the debit order ran so that a refund could be processed.

On Friday, I visited the store and was instructed to email a bank statement and return on Monday, 27 April 2026, to collect the cash refund. I was advised to phone ahead so that the cash could be arranged. Upon calling on Monday, I was informed that no cash was available and that I would receive a callback. I was later informed that an EFT refund via head office would take between 7–14 business days.

I have been subjected to unfair business practices from the Retreat Lewis store since the inception of my account, and these ongoing delays and misinformation continue to inconvenience me. My account was fully settled in March 2026, and I now require the immediate refund of R2,734.19. I expect this matter to be resolved by close of business on 29 April 2026, regardless of whether funds need to be sourced from another branch.

Additionally, I logged a formal complaint with head office, yet the service received was equally unsatisfactory. When I requested your formal complaints process and the details of the relevant ombud governing the financial services provided, I was met with uncer*****y and a lack of knowledge from consultants.

Your customer service and complaints teams should be fully informed of internal processes as well as applicable regulatory and compliance requirements related to the services rendered.

Should this matter not be resolved promptly, I will have no alternative but to escalate the issue by submitting formal complaints to both the Consumer Goods and Services Ombud (CGSO) and the National Consumer Commission (NCC).

I look forward to your urgent response.

Kind regards, Varity Horn