Mind boggling request to “elaborate”

Purchased a king size headboard. The width and height were specified. So was the material ( Leather). On delivery it was established that it was short by 4cm and not leather. I offered to accept an exchange for right sized one and was willing to compromise on the leather aspect. It was for a guest room and I was expecting guests. The agent I dealt with asks me to “elaborate”. It boggles my mind. I have no idea what it is, I should elaborate on. I sent a picture with a measuring tape alongside the headboard. I don’t know it is expecting a lab report showing the material is not leather.

However, when I look at the complaints against Snatcher on this site, a pattern emerges. Snatcher appears to be avoiding returns. Returns are costly for retailers. It is also becomes clearer when one looks at the delivery policy. Snatchers business is designed to minimize returns. Any business would do that. Snatcher says it inspects the goods prior to despatch. I can’t help it if its inspection was not done properly.

The law, on the other hand, in relation to returns on goods bought online is clear. A good summary of the laws is contained on https://www.michalsons.com/blog/returns-under-the-consumer-protection-act/9191 An entire chapter of the Consumer Protection Act deals with false and or misleading representations. The same Act prescribes a maximum 10% penalty of annual turnover if a business engages in prohibited conduct. Other online retailers are not being generous when they accept returns without question and within a certain number of days. They are simply complying with South African Law.

By the way, this is the third time I purchased from Snatcher. The first two experiences and product quality were great. However, I did not return any items then.