Misleading advertising

Dear Makro/Massmart Customer Relations, I am formally lodging a complaint regarding an online purchase I made from Makro.

I purchased what was clearly advertised and reflected in my order as a microwave oven. However, when my order was delivered, I received only a microwave plate.

When I contacted Makro to query this, I was told by the customer service representative that I had apparently paid for a plate and that “you don't get a microwave for that price.” I explained that my order clearly states microwave oven, to which she acknowledged that she could see this on the order, but nevertheless maintained that I had paid for a plate.

This is extremely concerning. If Makro's website/order confirmation represented the product as a microwave oven, it is not acceptable to subsequently tell the consumer that the transaction was actually for a plate simply because the price appears unusual.

The Consumer Protection Act prohibits suppliers from marketing goods in a manner that is misleading or deceptive, including misleading consumers regarding the nature, properties or price of goods.

I am therefore requesting that Makro urgently investigate:

The exact product description displayed on your website at the time I placed the order. The product description attached to my order and invoice. What product I actually paid for according to Makro's records. Why a microwave plate was delivered when the order reflected a microwave oven. Why your representative acknowledged seeing “microwave oven” on the order but nevertheless told me that I had paid for a plate. I also wish to formally complain about the manner in which I was treated by your representative. Throughout the conversation, she repeatedly addressed me as “sir”. I corrected her several times and explicitly explained that I am a woman and that being repeatedly addressed as “sir” was offensive to me. Despite this, she continued to address me as “sir”. I consider this completely unacceptable customer service, particularly after I had expressly asked her to stop.

I expect Makro/Massmart to provide a written response addressing both the product/advertising issue and the conduct of the employee.

My requested resolution is straightforward:

Either provide the microwave oven that was advertised and that I ordered, at the price reflected in my order, or provide me with a full refund and arrange collection of the incorrectly supp**** item at Makro's cost.

Please also provide me with the relevant complaint/reference number and escalate this matter to a senior manager or customer-relations representative.

I have retained screenshots of the product listing, my order confirmation/invoice and evidence of the item that was delivered, and I am prepared to provide these as part of the investigation.

I would appreciate a written response rather than another telephone conversation so that there is a clear record of the complaint and Makro's position.

I reserve all my rights under the Consumer Protection Act.

Regards, SS Sasman