Complaint Against Susan / Western Cape Bale's in Maitland– Non-Response After Payments and Returns

I am writing to raise a complaint regarding my experience with Susan from “Western Cape Bale's based in 431 Voortrekker Rd Maitland cape town.

I purchased bags from her business and paid for courier costs multiple times during the process. When I received the bags, they were not in acceptable condition, and I communicated this directly with her. Following our discussions, I returned the bags at my own expense.

Thereafter, Susan advised that instead of a cash refund, she would replace the bags with puffer jackets, which I agreed to. Based on this agreement, I sent the bags back again through PUDO and provided her with the collection PIN and collection details.

Since then, I have made numerous attempts to contact her via: • Phone calls • WhatsApp messages • SMS • Emails

Unfortunately, I am no longer receiving any responses. Her social media accounts also appear to have been deleted or deactivated, and the returned parcel is still awaiting collection.

I have kept all supporting evidence, including: • Proof of payments • Courier receipts • PUDO tracking information • Screenshots of communication • Call logs and messages

At this stage, I am requesting either:

1. Fulfilment of the agreed replacement arrangement, or 2. A full resolution/refund of the matter.

I hope this issue can still be resolved professionally and amicably without further escalation through consumer protection or legal channels.

Their Shops is owed by the guy name Mike