Subject: Formal Complaint Regarding Poor Service and Faulty Products

Tshepo Simelane Cell: *** Da****rt, Pretoria

Date: 03 October 2025

To: The Store Manager OK Furniture – Da****rt Branch Pretoria

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the extremely poor service I have received from OK Furniture, Da****rt branch.

More than four months ago, I reported that the heater I purchased from your store was defective, as only two bars were working and the middle heating bar was not functioning. Despite repeated follow-ups, no technician has come to fix this problem. This delay is unacceptable.

In addition, in September 2025, I purchased a Skyworth 60-inch TV. The TV remote control started malfunctioning shortly after purchase. This raises serious concerns, as it makes me and my partner feel that OK Furniture might be selling used or defective goods as new.

Every time I raise these issues with your sales consultants, I am told to bring the merchandise back to the store at my own cost. I refuse to do this because I paid full price for these items, and it is not my responsibility to incur additional expenses to correct problems caused by goods sold to me in defective condition.

Furthermore, my partner and I have been subjected to offensive and discriminatory remarks by one of your male sales consultants. On one occasion, when my partner questioned the compulsory delivery fee charged on the TV (despite us having our own transport), the consultant asked me whether my husband hits me. I found this question deeply offensive and disrespectful to us as a *** couple.

To make matters worse, this same consultant misled us by saying that cancelling the transport fee would mean forfeiting insurance, which we have since confirmed with our lawyer, Phooko Attorneys, to be untrue. We were further inconvenienced when, after approving our purchase, the consultant delayed us unnecessarily by attending to new clients, claiming it was “too much work” to redo transport documents.

I am also disappointed because I have always paid my account in advance and expected fair treatment and respect as a loyal customer. Instead, I feel ignored, disrespected, and financially exploited.

Unless these issues are resolved urgently, I will escalate the matter to the Human Rights Commission, as I believe my consumer rights and human dignity have been infringed.

I therefore request: 1. Immediate repair or replacement of the defective heater. 2. Immediate replacement of the faulty TV remote control. 3. A written apology from management for the discriminatory and disrespectful treatment received. 4. A review of your branch’s sales practices to ensure other customers are not misled or treated unfairly.

I trust that OK Furniture values its customers and will address this matter promptly.

Yours sincerely,