Refusto Exchange Incorrect Item – Order Received 16 March

Good day all,

I am writing to formally express my extreme dissatisfaction and frustration regarding the handling of my recent online purchase and the unacceptable service that followed.

I placed an online order on 12 March and received it on 16 March. Upon inspecting the item, I immediately noticed that the shoe size was incorrect. This was not a minor inconvenience—it rendered the product completely unusable to me.

Acting promptly and in good faith, I visited your New Market Mall store on 20 March to request an exchange. To my disappointment, I was informed that the store did not have the correct size in stock. While this was already frustrating, I expected a reasonable alternative solution—such as arranging an exchange through another branch or warehouse.

Instead, when I contacted your call centre on 24 March, I was told that I could neither return nor exchange the item. This response was not only shocking but completely unacceptable. It directly contradicts the expectations set by your brand values and customer service promises.

Let me be clear: as a consumer in South Africa, I am protected under the Consumer Protection Act (CPA). The CPA clearly provides that customers have the right to receive goods that are of good quality, in working order, and reasonably suitable for the purpose for which they are intended. Supplying an incorrect size—especially for an online order where the customer relies entirely on your fulfillment accuracy—falls short of these obligations.

Furthermore, the CPA supports a consumer’s right to return or exchange goods when they are not as ordered or not suitable for their intended use. Your refusal to accommodate a basic exchange in this situation is not only disappointing but may be in direct violation of these rights.

I am now left with an item I cannot use, despite acting promptly and following all reasonable steps to resolve the matter. This entire experience has been unnecessarily stressful and has severely damaged my trust in your brand.

I expect this matter to be resolved without further delay. At the very least, I request:

A full exchange for the correct size, or A complete refund of the purchase price order number is: o***

Should this issue remain unresolved, I will have no hesitation in escalating the matter to the National Consumer Commission and pursuing further action.

I trust that you will treat this complaint with the seriousness it deserves and respond with urgency.