FM
Fairzeka M

1 reviews | Active since Feb 2019

13 Feb 2019, 20:54

Lewis Refuses purchase of goods on the marketing price

I collected Lewis catalog beginning of February, I had seen a promotion of R299.99 online (kettle, microwave, toaster, sandwich maker & iron) all 5 items and wanted to buy it. When I got to the shop, I asked for a catalog since I left mine at home and had seen something else I was interested in buying. I was given December catalog instead. I was told that there is stock of items I wanted and the sales lady helping me went and checked to confirm availability, she started writing papers and all that preparing for a sale, when I had to pay, I was told it’s R2,999.99. I asked how come it’s R299,99 on the catalogue and the manager advised that it’s an error from the marketing department and I’m not the first person to come to their store wanting to purchase that combo (The store was aware of this long time ago). I was traumatized because at around 10am I was at the store but they had no electricity so I had to wait until after 11am waiting to purchase this. After moments of not getting anywhere, the manager told me to rather phone head office, which I gracefully did and upset that I had to waste so much time waiting to be told it’s a marketing error so I must just walk out like that. I phoned the head office as per managers intruction, spoke to the agent by the name of Perry, whom again debated the matter stating that it’s a marketing error and they have rectified it. When I asked how come at that point in time, their website was still showing the same catalog with R299,99, she denied it but I downloaded the catalog whilst I was at the store since they had given me a December catalog when I requested one. I asked if it was communicated to consumers that it was and error, seeing that the store also had the same catalog with R299,99 which was and indication that it wasn’t rectified nor communicated and Perry asked me to hold, for over 4minutes and said will check who she can direct my call to. Not even a decency to ask if they can call me back, she came back to me and said it was a marketing error and that’s it! I was shocked how everyone shifts the bug, store staff to manager to Head office & head office to Marketing. Perry eventually took my ID number, contact number and Name saying someone will call me the next day but again promised that they will tell me the same thing “marketing error” and I could not understand the point of them calling me next day to tell me that it’s a marketing error than resolving the matter at the time, I wanted to purchase and leave. Final straw was when the sales lady was writing a receipt, she also wrote R299,99 (which I have evidence of) and when I questioned it, everyone at the store was now my sales personnel, they all chorused saying she made a mistake, which made me feel like I was under some sort of attack and left me questioning myself “if they are committed to making mistakes everyday” I am very disappointed by this whole thing that I didn’t even buy the coffee table I had wanted to buy, went home empty handed and worse of it all was when every staff member that was there had and input in this and wasn’t just a sale between myself and the agent that was assisting me from the beginning.

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Replies (2)
Lewis Stores
Lewis Stores's reply14 Feb 2019, 08:49
Official
We acknowledge and are in receipt of the complaint/enquiry, and are in the process of investigating the matter.
 
 Our reference number is: 629182
Lewis Stores
Lewis Stores's reply19 Feb 2019, 10:01
Official
Please be advised that the matter has been resolve amicably.