1 reviews | Active since Mar 2017

11 Aug 2026, 12:43

Disappointing Experience With Plascon’s Complaint Handling

Item: Plascon
Rating: 1
Author: Thembi M

Disappointing customer service and lack of follow-up from Plascon

I am extremely disappointed with the way my complaint has been handled by Plascon.

I purchased spray paint from a retailer to touch up my vehicle, but unfortunately the colour/result was completely wrong and caused noticeable damage to the paintwork. I contacted Plascon and was asked to provide photographs of the vehicle, the sprays I purchased and my proof of purchase. A complaint was logged and I was given a reference number.

A Plascon representative subsequently came to my home to inspect the vehicle. He took photographs of the damage, the products and my proof of purchase. I was advised that I would receive feedback within a day or two.

After waiting, I followed up myself. I was then told that I would receive a call within an hour or two, but no call came. I had to call repeatedly — four times — before I eventually received a response, and I was simply asked to provide my email address.

What is frustrating is that I have been cooperative throughout this entire process and have provided everything requested. I also clearly explained that I need the matter resolved before the weekend.

I am not asking for anything unreasonable. I simply want proper communication, a clear outcome and a resolution to the damage caused to my vehicle.

Plascon, please provide clarity on:

What is the outcome of the inspection? What is the proposed resolution for the damage to my vehicle? When will the repairs/resolution be completed? Why have I had to repeatedly follow up for feedback after being given a specific timeframe?

I hope Plascon will take this complaint seriously and resolve the matter urgently.

Helpful (0)

Replies (3)

Plascon's replyOfficial

11 Aug 2026, 12:50

Thank you for bringing your concerns to our attention. We sincerely apologise for any inconvenience you have experienced.

We take all customer feedback seriously and are committed to resolving your issue promptly. Our team will be in contact to investigate the matter.

We appreciate your patience and understanding as we work to address your concerns.

Thank you for your continued support.

Regards

Plascon Customer Service Team

Plascon's reply11 Aug 2026, 12:50

Official

Thank you for bringing your concerns to our attention. We sincerely apologise for any inconvenience you have experienced.

We take all customer feedback seriously and are committed to resolving your issue promptly. Our team will be in contact to investigate the matter.

We appreciate your patience and understanding as we work to address your concerns.

Thank you for your continued support.

Regards

Plascon Customer Service Team

Thembi M's updateReviewer Update

12 Aug 2026, 06:44

I have received feedback from Plascon following the inspection of my vehicle.

Plascon has advised that the issue was not the colour of the product, but rather the application. I acknowledge their finding, however, I have requested further clarification on exactly what was incorrect with the application, which application requirements were allegedly not followed, and what evidence was used to reach this conclusion.

My main concern remains the damage to my vehicle. The product was purchased specifically to touch up the vehicle, and unfortunately the result was a very noticeable two-toned appearance.

I have cooperated fully throughout the process by providing the products, receipt, photographs and allowing a Plascon representative to inspect the vehicle at my home.

I have now asked Plascon to explain the finding and, most importantly, to advise what they are prepared to do to assist with rectifying the damage.

I will update this review again once I receive their response and proposed resolution.

Thembi M's update12 Aug 2026, 06:44

Reviewer Update

I have received feedback from Plascon following the inspection of my vehicle.

My main concern remains the damage to my vehicle. The product was purchased specifically to touch up the vehicle, and unfortunately the result was a very noticeable two-toned appearance.

I have cooperated fully throughout the process by providing the products, receipt, photographs and allowing a Plascon representative to inspect the vehicle at my home.

I have now asked Plascon to explain the finding and, most importantly, to advise what they are prepared to do to assist with rectifying the damage.

I will update this review again once I receive their response and proposed resolution.

Thembi M's updateReviewer Update

12 Aug 2026, 07:10

Additional Information Regarding My Complaint

Dear Plascon,

I would like to add an important detail to my previous email which I omitted.

When we initially returned the vehicle to the Builders branch, we were advised that we should return on Wednesday so that someone could assist with correcting the colour. The branch also acknowledged that the colour supp**** was incorrect.

This is important information in light of the current assessment stating that the issue was due to application rather than the colour.

I would therefore appreciate clarification on how this was considered in the assessment and how the branch's acknowledgement of the incorrect colour factors into the outcome.

I would appreciate your response and proposed resolution regarding the damage to my vehicle.

Kind regards,
Thembisile

Thembi M's update12 Aug 2026, 07:10