Overcharged on Approved Insurance Claim – Sterns Menlyn (TFG)

I am very disappointed with how Sterns Menlyn and The Foschini Group (TFG) handled my approved insurance claim for a replacement necklace. The insurer approved a payout for the original value of R13,999, which I fully accept. However, when I went to collect the necklace, Sterns told me the price had “appreciated” to R17,999 and forced me to pay an extra R4,000.

After paying this extra amount, I discovered that the same necklace is still advertised for R13,999 on Bash.com (TFG’s official online store). When I raised this with the store, I was told claims purchases cannot be refunded and I was treated rudely by the area manager. Because of this, I left the necklace at the store and never took possession of it.

To this day, Sterns and TFG have failed to refund the R4,000 or supply the chain at the correct value. TFG Insurance says the claim is closed, but I have not received my replacement product and my money is being held for no valid reason.

I have sent multiple emails and follow-ups but received no resolution. This is unacceptable. I expect Sterns and TFG to refund the R4,000 I paid in excess, or provide the necklace at the approved value.