Formal Complaint Regarding Exchange Policy and Customer Service at Eastgate Branch

I am writing to formally express my dissatisfaction with the customer service I received at your Eastgate branch today. I attempted to exchange an item purchased online for a larger size. I presented the original tax invoice, and the item was in its original, unopened packaging. Despite this, my request was declined on the grounds that the item was purchased during a sale.

I find this policy concerning, as it appears to contradict standard consumer rights. According to the Consumer Protection Act, consumers are entitled to a full refund, replacement, or repair if goods are defective or not suitable for their intended purpose. The refusal to exchange an item under these circumstances raises questions about compliance with these legal provisions.

Additionally, I was disappointed by the lack of assistance from your staff, particularly Joyce and Tshepiso. Their unwillingness to explore alternative solutions or escalate the matter to a manager was disheartening.

I kindly request a review of this incident and a clarification of your exchange policies, especially concerning sale items. I believe a resolution that aligns with consumer rights and demonstrates a commitment to customer satisfaction is warranted.

Thank you for your attention to this matter. I look forward to your prompt response.