My complaint:
My father, a pensioner residing in Cape Town, encountered issues with a phone I purchased for him from an online store after my mother’s passing four years ago. I handle all his affairs due to my location in another city. The phone, a specified model purchased for a certain amount on 28 May 2023, was delivered on 3 Jun 2023. Experiencing operational issues, it was inspected by a mobile service provider, revealing performance concerns.
A return was initiated on 24 Oct 2023 via the online platform, with the device collected from a specified address in Cape Town on 26 Oct 2023. However, the return was declined due to alleged visible damage, a discrepancy contested by us, given the device returned was not the one sent, but an incorrect and damaged model.
Following multiple communications with the company’s customer service, involving various representatives and escalations without substantive progress, the situation remains unresolved. Despite my efforts, including involving legal and marketing departments via email and expressing concerns over the return process integrity, I have not received a satisfactory resolution or update as of 26 March 2024.
This extended period of unresolved customer service has led me to suspect mishandling or misconduct within the return process, particularly involving the courier service. The original complaint remains unaddressed, highlighting a need for intervention and review of the company’s customer service and return procedures.
Suggested solution:
Refund for the phone
