One of my Facebook subscribers had a battle with a local store over a damaged item she’d returned. She wanted her money back or another of the same but the store would only send it for repairs.
The store does not get to make that decision. It is your right to choose a replacement or cash.
The Consumer Protection Act is very clear:
- Consumers are permitted to return goods to suppliers, without penalty and at the suppliers’ risk and expense, within a period of six (6) months after delivery of such goods, if the goods are of inferior quality, unsafe or defective.
- Suppliers are obliged to refund, repair or replace the failed, unsafe and defective goods. you can choose which.
Stand up for your rights. Read the act to the supplier. If they are a national chain, you can add pressure by reporting to superiors. Threaten Hellopeter and more:
- Consumer Help Line via the dtiCustomer Contact Centre: 0861 843 384
- The dtiOffice of Consumer Protection (OCP): (012) 394 1436, email@example.com and www.thedti.gov.za
- National Consumer Tribunal (NCT): (012) 663 5615, firstname.lastname@example.org and www.thenct.org.za.
Standing up for yourself need not be a convoluted complaint. Sometimes making a point of writing down the staff member’s name and calling for a manager will do the trick. Take there photo with your cellphone.
In Knysna, keep in mind that many stores, however, do not have store managers who are allowed to manage. Often they’re more like head shop women and men who are checked up on by offices in George or Cape Town.
There is no excuse for bad service and it’s particularly irritating if it’s a national chain with a solid service constitution in place.
Download this handy guide to your rights regarding goods, spammers and more.