Unacceptable Service and Failure to Fulfil Order

Good Day,

I would like to formally complain about the unacceptable service I have received regarding an order I placed in-store on 02 August 2026.

Since placing the order, I have had to repeatedly follow up regarding the availability and expected arrival of the stock. Each time I received an update, it was essentially the same response — there was still no stock available.

On Friday, 14 August 2026, I was finally contacted and informed that the consultant had made a mistake and that the item I ordered was no longer available. I was also advised that the promotion had ended.

I was then informed that there is apparently a 2026 model available at a higher price, which I understand should be supp**** to me at the original promotional price, as the situation arose as a result of incorrect information provided by the consultant. However, I was once again told that there is currently no stock available.

I was told that I would be contacted again with an estimated delivery date, but I am still waiting for that call and have received no further communication.

This entire experience has been extremely frustrating. I placed the order in good faith based on the information and promotion offered by your store. It is unacceptable for a customer to have to continuously chase a company for updates, only to eventually be told that the consultant made a mistake and that the product is no longer available.

If this is the level of service that your customers can expect, then you seriously need to reconsider how you conduct your business. A customer should not have to beg for information about an order that was accepted and processed by your company.

I expect this matter to be escalated and resolved urgently. I require a clear explanation as to:

Why the order was accepted if the product was not actually available. Why I was not informed sooner that there was an issue with the order. Why I was repeatedly led to believe that the stock was simply delayed when the actual issue was a consultant error. What you intend to do to honour the original order and promotional price. Whether the 2026 model will be supp**** to me at the original promotional price, as previously indicated. When I can realistically expect to receive the product. Why I have not received the promised follow-up regarding the estimated delivery date.

I am extremely disappointed with the service I have received and expect a proper and definitive response, rather than another generic update stating that there is no stock.

I have already been waiting since 02 August 2026, and I do not believe it is unreasonable to expect the company to take responsibility for an error made by its consultant and provide a suitable resolution.

I look forward to your urgent response and a confirmed resolution to this matter.

Kind regards, Charlene