TOTAL SPORTS sold Sneaker Lab product that discoloured sneaker

I was shopping at Cavendish in Claremont on the 14th February 2018 and decided to pop in at Total Sports to inquire if there was a product that we could use to protect a pair of brand new white canvas CONVERSE sneakers . The two sales consultants who were there advised us ( me and my two children) that the sneaker protect product that TOTALSPORTS stocked would work by protecting the white sneaker. The consultants also advised that there was also a sneaker cleaner product made by "Sneaker Lab" which will serve the purpose . The consultants recommended that we by the pack which comes with the sneaker protect,sneaker cleaner ,cleaning brush etc. In view of the fact that I considered TOTALSPORTS to be a reputable company,I trusted that the "Sneaker Lab" product we bought for R250.00 will protect the white sneakers.

The sneakers were brand new and had not been used. My son used the product as per the instructions,only to find that the one sneaker became discoloured. I took the sneakers back to TOTALSPORTS and informed them of what had transpired. The Manager Samullah and consultant Jason were extremely helpful and advised that they would refer the matter to Sneaker Lab representative and get back to me. They asked me to leave the sneakers at TOTALSPORTS so that they could give it to the representative of Sneaker Lab.

A few days later I contacted TOTALSPORTS when I got no response and was told that they had referred the matter to Sneaker Lab and they would contact the Sneaker Lab representative.

The next day Ramone from Sneaker lab called me to advise me that the Sneaker Lab product was environmentally friendly and water based and therefore would not cause any discolouration etc. I informed him that the sneaker was brand new and nothing else was used on the sneaker except for the sneaker lab products. He advised that he would collect the sneakers from TOTALSPORTS and investigate and get back to me. Two weeks passed and I did not get any response from Ramone of Sneaker Lab. I then called him and he said that he was very busy and did not have time to address the issue. I was not impressed .I then went to TOTALSPORTS to speak to Samullah.However,Samullah was not in. I informed Salfaraaz of the problem that I had encountered with Ramone and asked him to please ask Samullah to contact me as I was sold the product from TOTALSPORTS and had no dealings with Sneaker Lab. I believed that it was the responsibility of TOTALSPORTS to address and resolve the issue. I did not get any response from Samullah. I did however get a call from a manager Wayne from Sneaker Lab who informed me that the sneaker is at the laboratory being tested as the product the manufacture is environmentally friendly and water based. Wayne advised that some sneakers might have dyes that are not be compatible with the sneaker lab product and this could perhaps have caused the discolouration.

I informed Wayne that I really did not care about his laboratory testing or logistics etc.All I wanted is for the sneakers to be replaced .He said that if even one sneaker was replaced by Sneaker Lab,then that would be one too many as the product is extremely reliable. He advised that he will get back to me after investigation. I was not happy. I went back to TOTALSPORTS to inform Samullah or who ever was in charge to please address the issue as I held TOTALSPORTS responsible since I bough the product from TOTALSPORTS. Samullah was not there and I spoke to Salfaraaz once again.He was surprised that Samullah did not contact me as he said that he did pass on my message to Samullah. I did not get a response from Samullah. Three weeks after I bought the product,I went back with the product to get my refund from TOTALSPORTS. I spoke to Jason and informed him I was waiting for Samullah to contact me as I wanted TOTALSPORTS to resolve the issue with Sneaker Lab. Jason advised that it was the responsibility of Sneaker Labs representative to contact me. I was at the end of my tether,and took the refund from Jason and left.

I have to date not heard from Samullah of TOTALSPORTS or Wayne of Sneaker Lab.

All I want is for the sneakers to be replaced and not sure how to get this issue resolved with TOTALSPORTS and Sneaker Lab.