UNHAPPY AND DISSAPOINTED

On or about 25 August 2022 I sent my husband to your store to buy us the DT 81 Dinnete Set, which was later collected at your warehouse in Centurion the next day.

Upon assembling the dining set, we established 3 of the 4 chairs had legs that were uneven. We then contacted your Quagga shopping Centre telephonically to enquire on the return policy given that we bought the merchandise at a store in Pretoria- West and had to collect at Centurion. We were advised to send pictures and videos via WhatsApp, which we did. We were attended to buy one Mr Chris who seemed to be unavailable most of the time and very unprofessional when he was available. Save to say that he initially indicated that there was no return policy, he 3 days later said that they will not assist us because we decided to assemble the set ourselves. He then changed his story and said that there is no warrantee of guarantee of the set.

He then ignored us, when we persisted, he indicated that their policy is that they will not take the merchandise because we need to return the merchandise in the original packaging. When we indicated to him that all we want is an exchange of the goods because they are defective, they must just give us the new undefective legs and keep the packaging of the new goods they would have used to exchange, he started giving us the run around.

I am puzzled why he keeps on referring to the assembling and packaging whilst we sent him photos and videos clearly showing him that the goods are defective.

This Mr. Christ is in his view expecting us to stay with a defective set which we paid R2499 because there was not original packaging or because they did not assemble the set. He persisted that they will not even take an opportunity to view whether the set is defective or not. What kind of store does not even have direction on how customers should return defective products?

Notwithstanding the fact that so-called policy is not only unacceptable, ******** but also not in line with the provision of the Consumer Protection Act, it is not stipulated in the invoice, neither are consumers informed of such a ridiculous policy. Its either they exchange the goods or refund us the full amount paid.