Not so satisfying service from Mr Price Mobile

To whom it may concern

I am writing this complaint on the service I received today. On the 6th of January which was last week Saturday from today I had purchased a Huawei Nova Y61 Black at Mr Price Menlyn Park Shopping Centre. I wanted a phone where you are able to insert a two SIM cards and a memory card at the same time. However I was not informed properly about the device and how to use it.Seeing I was dissatisfied about the product I wanted to exchange it for a another device within the same price range at the nearest Mr Price in my area(which is Mr Price Quagga Shopping Centre in Pretoria West).At Mr Price Quagga I was told that I can't exchange there because they don't have any phone within the price range I had purchased the Huawei phone with but then I was told go back to where I purchased the phone within 7 days otherwise I won't be able to exchange it.Unfortunately I could not go there during the week because my workplace is in Atteridgeville and is too far from Menlyn. Today on the 13th of January I went to Menlyn to Mr Price to exchange the phone. Once I got there, I was assisted by the lady who works at the cellular counter by the name of Nature. She told me on how I can't exchange on the phone because of their policy that Mr Price has, but my reason to exchange the phone is because I am not satisfied and happy about the product I was given. The lady ended up calling the manager who handles the purchasing of phones in Pretoria (I guess) and he goes by the name of Sujith Ramphal. Sujith kept talking about their policy on how phones can only be exchanged either if it is ****** or it has fault of which those were not the reason (Again My reason is that the phone is called a dual sim but you can't insert two SIM cards with a memory card at the same time which has led me to be dissatisfied about the product.) He then allowed Nature to call the Store Manager whose name is Gugu. Gugu told Mr Ramphal that I (the customer) wanted to exchange the phone for another phone within the same price plus the phone I wanted to exchange it with was R400 more than Nova Y61 and I was willing to top it up with my money. Gugu then told me that Mr Ramphal wanted to speak me of which I did. I had a lengthy chat with him but he still refused to allow me to return because the phone doesn't have a fault or technical problems with it, so I told him that I am going to write a complaint about him of which he was rude to me. and by the way when you count how many days was it from 6th until today, the 13th we all know that it is 7 days but according to Mr Ramphal my 7 days was already over even though a day is 24 hours and his absurd reason as to why I can't exchange it because he doesn't know whether the phone was damaged or not but the staff verified that the phone is still in perfect condition and all the contents inside the box are still there

I wanted to point that on the slip It does state that I can't exchange the phone if it doesn't have a fault or it wasn't ****** with the 7 days as the warranty stated but nowhere does it say a customer can't exchange a phone if they are dissatisfied about the product and they can't do 7 days starting from the purchase date. What’s funny is that the staff are even agreeing with me when I said I want to exchange it on the basis that I was unhappy about the product not because it was broken or had a default and apparently, I am not the only customer who has had a problem like this, a lot of people has and Mr Sujith Ramphal is not only arrogant but also difficult like the staff has been saying as well as other customers. So, I am asking for assistance from Mr Price Mobile on what can I do here with this issue, it’s either I get my phone exchanged or I have my money refunded seeing I also bought it with my Mr Price Account. It is disheartening to hear that a lot of customers have left their un-exchanged phones because of this man called Mr Sujith Ramphal