Truworths Wonderpark Refuses Refund, Violates Consumer Protection Act, and Harms My Credit

I am deeply disappointed with Truworths Wonderpark Mall branch and their Pretoria Regional Manager, Judith Maloka, for their blatant disregard of the Consumer Protection Act (No. 68 of 2008).

- On 2 September 2024, I purchased a handset on my Truworths account and received SMS confirmation. - On 21 September 2024, I returned to the store because the phone’s keypad was not working correctly. - I was assisted by the consultant who sold me the phone, then by Rebecca, and finally by the store manager Neo. Despite providing proof of purchase via my account statement and SMS, they refused assistance, citing the lack of an “original slip” and an internal “7-day stock policy.” Neo refused to book the phone in for repair or refund. - I escalated the matter to Head Office but received no response. The case then went to Regional Manager Judith Maloka, who has repeatedly ignored the Consumer Protection Act references and insists I must “bring in the handset for assessment.”

The problem with this “assessment first” tactic:

Once Truworths has the handset, they can claim damages like water damage or user fault, leaving me without evidence to defend my case. This tactic effectively allows suppliers to dodge accountability.

I have quoted the following Consumer Protection Act provisions to Judith Maloka:

- Section 55:Goods must be of good quality and fit for purpose. - Section 56: Consumers have six months to choose a refund, replacement, or repair if goods are defective. Suppliers cannot dictate a forced “repair first” process. - Section 51: No internal policy can override the Consumer Protection Act, rendering their “7-day stock policy” invalid. - Section 26(2):Account statements and SMS confirmation are legally valid proof of purchase; missing a paper slip is not a legal barrier. - Section 48: Suppliers cannot impose unfair conditions like mandatory assessments before allowing the remedy chosen by the consumer.

Judith admitted to “not arguing with customers” but upheld a process that ignores legal obligations. This is not leadership; it is ignorance of the law and an attempt to hide behind unjust policies.

Despite all my communications, Truworths has: - Ignored the Consumer Protection Act. - Hid behind an invalid “7-day stock policy.” - Refused a lawful refund. - Insisted on a risky “assessment” step. - Continued to bill me for a defective handset.

This dispute has escalated to a Credit Bureau claim because I cannot allow Truworths to damage my credit rating over an unresolved legitimate complaint.

I am left with no choice but to escalate this to the Consumer Goods and Services Ombud and the National Consumer Commission. I will also share this experience on all consumer platforms until Truworths honors the law.

My demands: - Process my refund immediately. - Stop billing me for a defective handset. - Train your managers to understand and respect consumers’ legal rights.

If this is not resolved within 7 days, I will escalate with the Ombud, NCC, Credit Bureau, and other authorities.

Please share if you have had similar experiences with Truworths or other retailers ignoring consumer rights.