Utterly disappointed and appalled by your customer service and lack of interest in your customers.

I have tried all avenues, so I hope I will get assistance on this platform as I am at wits end.....I can honestly say I regret the day I entered into business with Lewis Stores. If I can help at least one person from falling into this same situation by writing this review, then I am happy.

Here goes..... I bought a new ASUS laptop from your Strand branch on 19 March 2021.On 16 August 2021 the laptop just went black and did not switch back on. I did not think anything of it and put it on charge thinking the battery might be flat. I tried to switch it on again but nothing happened, left it again. Decided to inform the head office via email on 18 August 2021 and asked for guidance.No one responded to my query, I followed up per email on 23 and 24 August to no avail. I made numerous calls only to be sent from post to pillar, up until today I never heard a word from the agent (Kobani) that was allocated to my complaint at headoffice.Only after I got so frustrated and caused a scene telephonically I got my 1st call from the branch where I bought my laptop late that afternoon of the 24th.The lady at the branch (Lillian)that was assigned to my complain at the branch tried to keep me updated since then, up until today no one knows what was wrong with the laptop, all they can tell me is that the store got a credit for the product. I had to phone again today as I bought the laptop for my studies but I have been unable to use it for just over 30 days since it died, being only 5 months old, meaning I must spend extra money at internet cafes. They offered me after a month a LENOVO which I am not interested in.I did my part by keeping to the terms and conditions of the Lewis group, I took cover/ insurance/extended warranty, but now you guys should keep your end of your terms and conditions I paid my installments for the product purchased. It has been over two weeks now that I have been informed that no one has any stock as it is year end and none of the branches have stock on order.

Defective Goods – One Year Guarantee If during the first 6 months after your purchase, you discover that your goods are defective or faulty, please contact your branch. We will collect the goods at our expense and at your election, repair or replace the goods or refund you. This is in line with the first 6 month statutory warranty period in terms of the Consumer Protection Act of 2008 (the CPA).' (As per your policy)

Timing for Repairs We will do our best to repair the defective goods, or replace them within 30 days. However, if it takes longer, we will contact you to let you know what is happening (e.g. if our repair agent has to order necessary parts or if our suppliers are out of stock).( As per you policy)

What bothers me the most is the fact that a new laptop can just break beyond repair in just under 5 months? So we are past the point of the repairs clause, as the store was apparently already credited for the item according to Lillian.

My last attempt to getting answers from the branch was on Friday 17 August, I phoned and was transferred to the manager, being promised that the senior tat oversees the branch will be there at 14:00 to review my complaint and I will be phoned. I had to follow up again just before 16:00 , upon answering my call the manager responded that my bed will be delivered shortly? How did I go from a Laptop to a bed?Up until now still no response or clear answer as to what is the way forward. Why would you be asking me if I bought the Laptop cash or on account.

At this point I have had enough, and would like to know how I can go about cancelling the deal and have my installments refunded as my account is in good standing irrespective of the fact that I don't have the laptop. I still paid my installment end Aug 2021, before I resort to the Consumer Ombudsman, something I really do not want to do.

Kindly respond in writing before close of business 20/09/21 as phone calls do not work anymore.

I trust that someone will have the decency to get back to me as soon as possible.