Complaint regarding Identity Store's refusal to exchange a damaged watch

Dear Identity team

I'm writing to report a frustrating experience with Identity Store in Pietermaritzburg. On April 25, 2025, my boyfriend purchased a wris****ch for me using his account. Recently, on May 30, 2025, the watch got stuck on my wrist, and I visited the store for assistance. After removing the watch, I requested an exchange due to damage. However, the store refused, citing that I'm not the account holder and requiring permission from the cardholder (my boyfriend), who has since moved to Kimberley.

I find this policy unfair, especially since the damage wasn't intentional. I asked the store to contact the cardholder for permission, but they still declined. I'm seeking your assistance in resolving this matter. I'd appreciate guidance on how to proceed with exchanging the damaged watch.

Details:

- Store: Identity Store, Pietermaritzburg - Date of purchase: April 25, 2025 - Product: Wris****ch - Issue: Damaged watch, refusal to exchange without cardholder's permission

Thank you for your help. I look forward to your response.