Formal Complaint: Refusal to Honour Valid Voucher at Your Gateway Store

This is a copy of the email I sent to head office South africa:

ATTENTION Mbali - Formal Complaint: Refusal to Honour Valid Voucher at Your Gateway Store Dear Mbali,

I am writing to express my extreme frustration and dissatisfaction with the way your Gateway store handled a straightforward voucher redemption today.

I sent my adult nephew on 27 August to collect coffee I had already arranged to paid for with a valid voucher. Your staff refused to give it to him and insisted I had to be there in person. That decision was wrong, and the manner in which it was communicated was unacceptable.

I have a copy of the voucher. I have reviewed the terms and conditions. Nowhere does it state that the named holder must be physically present for redemption. Your own Nespreso colleague, when I called, described the refusal as “very odd.” That admission only confirms what I already knew: your team invented a requirement that does not exist and then used it to turn my nephew away.

This is not a grey area. It is a failure of basic customer service and a failure to follow the actual terms of the voucher you issued. I should not have to argue with staff over a document whose conditions are clear. I should not have to send my nephew away empty-handed wanting to make a legitimate purchase.

I expect a prompt written explanation of why this happened, confirmation that the voucher will be honoured without further obstruction, that they will compensate me by either deliver my purchase to me for free or give me the 3 boxes I wanted to purchase at no cost and an assurance that staff will be instructed to follow the printed terms rather than inventing extra rules on the spot.

I am not interested in excuses. I am interested in this being put right immediately.

I look forward to your response today.

Yours sincerely,

Suhail Rassool

the voucher expires 31 August 2026 and I hope:

linkedin.com/in/gabriel-vrnobre sorts this business out.