Pathetic customer service and consumer rights violation

I am writing this letter of complaint on behalf of my mother, Matjatji Martha Mampuru, a senior citizen, regarding a highly frustrating and disheartening experience at your Bopedi Mall branch. We are extremely disappointed not only by the poor quality of service but also by the complete lack of accountability and disregard for basic customer care.

My mother initiated a lay-by purchase for a 43” Skyworth television set in May 2025, paying a R400 deposit. She paid off the outstanding balance in full on 29 June 2025, expecting to collect the product as per your advertised and contractual obligation. Unfortunately, that expectation was met with confusion, delays, conflicting information, and a level of service that can only be described as negligent.

Instead of receiving her TV, she was constantly turned away, given vague excuses, and eventually pressured to change the brand from Skyworth to Hisense—only to be told that there was no stock of either. There was no effort made to follow up, assist, or even acknowledge her as a paying customer. She was simply sent from pillar to post with no resolution.

On 12 July 2025, I personally went to the store to seek answers. The sales consultant we dealt with was dismissive and unhelpful, claiming there was “nothing he could do.” When I suggested an alternative TV of similar value and size, he bluntly refused. Thankfully, the store manager intervened, confirmed that there was stock available, and assisted us professionally and empathetically. We left the store with the TV that same day.

However, our relief was short-lived. Upon connecting the TV at home, it powered on but immediately displayed a black screen. We returned the unit to the store the following day (as it was closed when we arrived home), hoping for assistance. Shockingly, we were met again by the same consultant—this time accusing us outright of damaging the TV, even though his own colleagues acknowledged that there had been multiple complaints about the same issue with this TV model.

One colleague even suggested involving another branch that had previously dealt with similar faults, but the consultant arrogantly dismissed this and insisted that he “knew best.” The manager once again stepped in and informed us that the TV would need to be sent to the manufacturer for assessment. Despite this, the same consultant continued his baseless accusations, stating that we would need to pay for the TV to be collected from the manufacturer—an assertion which flies in the face of consumer protection standards.

What’s worse, we have received no communication or updates since leaving the TV with the store. I had to return in person just to be informed that the TV would only be picked up on Wednesday, 23 July 2025. This was never communicated. Given the consultant’s behavior and unwillingness to assist from the outset, we are gravely concerned that nothing has been done in the meantime and that the product is not being properly stored or handled.

Additionally, we have made several attempts to contact your call centre to escalate the matter but have been unable to get through. This lack of access to basic customer support only adds to our frustration.

Consumer Rights Violated:

As per the Consumer Protection Act (CPA) No. 68 of 2008, we believe the following rights have been clearly violated:

Right to Fair and Honest Dealing – Accusations without proper investigation and disrespectful treatment undermine our dignity and fairness. Right to Receive Goods in Good Working Order – A defective product was handed over upon full payment. Right to Redress – No proper attempt has been made to repair, replace, or refund the product in a timely or fair manner. Right to Information in Plain Language – Poor communication and misleading claims about stock availability violate this right. Right to Equality in the Consumer Market – My mother, as a senior citizen, was not treated with the courtesy and care she is entitled to.

Our Demands:

We hereby demand the following within 48 hours of receiving this complaint:

A full refund of the amount paid, so that my mother can purchase a television elsewhere, as we have lost all confidence in your service. A formal written apology for the treatment she endured, the false accusations, and the unnecessary emotional distress. Disciplinary action taken against the sales consultant whose conduct has been consistently unprofessional and harmful to your store’s reputation. A confirmation that the TV is being handled and stored appropriately, and that the manufacturer’s inspection will be documented and shared in writing.

If we do not receive a formal response and resolution within 48 hours, we will escalate the matter legally through the Consumer Goods and Services Ombudsman (CGSO) and report it to the Consumer Protection Tribunal.

All supporting documentation, including proof of payment and lay-by agreements, is attached for your reference.

We hope you will treat this matter with the seriousness and urgency it deserves.