Subject: Complaint Regarding Faulty Device and Unprofessional Service – Request for Refund or Exchange

Good Day,

I am writing to formally express my dissatisfaction with the service I received at your Mr Price Clothing Ferndale on Republic branch following the purchase of a mobile device.

I initially visited the store in search of a Samsung phone. However, a staff member named Felicia strongly recommended a device from a brand called Salt, assuring me that its picture quality was superior. Although I was hesitant, I eventually agreed to the purchase based on her insistence. Unfortunately, the phone turned out to be faulty – it frequently jammed, failed to download certain apps, and required PINs unnecessarily.

When I returned to the store to request a refund or exchange, I was met with dismissive and unprofessional behavior. Felicia, instead of assisting, made light of the situation, stating that she "didn’t hold my hand" when I bought the device, and even suggested I sell the phone to someone else if I was unhappy.

I returned the following day to speak with a manager, only to be told that she could not assist me as she wasn’t in charge of the mobile section. I was advised to return yet again to speak with the appropriate manager. On my third visit, I was informed that, due to a 7-day policy that had never been communicated to me at the time of purchase, I was only eligible for a repair — not a refund or exchange.

The entire experience has been extremely frustrating, lacking in transparency, professionalism, and accountability. I believe I was misled during the purchase and subsequently treated with disregard when I sought assistance.

I respectfully request a full refund or an exchange for the device I originally intended to purchase. I trust this matter will be handled with the seriousness it deserves.

Kind regards, Dineo