The Voice - Consumer's Voice

Must she have the receipt?

Please assist us here. I am writing this on behalf of my little sister who has had a bad experience with store in Main Mall.

She purchased a laptop charger and was not issued a receipt, the assumption was that the cashier forgot to give it her at the time nonetheless when she tried to use the charger it did not work. So she's gone back to the shop and was told she would not be assisted because there was no receipt. However, she knew who she had dealt with and at the time of going back to the shop was told the cashier man was not in and should check again a day later. A day later she went back and was told he had been fired.

She talked to the store owner who was adamant that he would not refund her because of the no receipt. Our contention is that there are other store employees that verified that she had bought at the shop and confirmed this to the owner and he still wouldn't help. She's seeking a refund as the charger doesn't work and would want to go look for another one elsewhere.

Can you help us with this matter?

Unfortunately, I’ve heard of this situation many times before and it’s always very frustrating. Usually it’s when people have misplaced or thrown away their receipt that they have difficulties, not like your sister’s case when she was never given one. I might have had some sympathy for stores in the past but in 2019, surely almost all stores use an electronic till when they sell something? Surely their till, or the computer system behind it has a record of the sales they made? If they don’t, how do they keep track of the VAT they owe BURS? How do they keep records to show the owner the profits they’re making?

I simply don’t believe that the store can’ verify that a particular item was sold on a particular date and a particular time, even if they can’t say who bought it. In your sister’s case, there are even witnesses who confirm that it was your sister who bought the charger. I think it’s safe to assume that the store owner is not a very nice person. Or not a very good businessman. Or both.

I suggest that you visit the store and explain that Section 17 (1) (d) of the Consumer Protection Regulations says that the store is not allowed to cause “a probability of confusion or of misunderstanding as to the legal rights, obligations, or remedies of a party to a transaction”. See if that has any effect?

UPDATE: It wasn’t necessary. I was told that “after getting back to them and threatening to engage your services the store manager has agreed to pay her back and has collected the refund and given back the laptop charger.” Good news but why do some stores make life so difficult?

Where’s my refund?

Please assist if you can. My girlfriend and I booked with a guest house at Kazungula. We were requested to pay 50% up front in order to reserve our 3 night stay. We send proof of payment which was never acknowledged. When requesting for acknowledgment the manager got angry and cancelled our reservation and promised a refund. Even up to now he hasn’t refunded us. This was for the 14-17th July.

I’m not sure why some people in business allow their bad temper to show itself to their customers. Frankly, I don’t care whether this or any other business owner, manager or employee is having a hard day, argued with their partner this morning or had a bad night’s sleep. I know it might seem hard for them, but I expect them to offer a service that is as good as it can always be, regardless of their mood.

I’ll contact the owner and see if he can be a little bit more even-tempered.

UPDATE: He responded and assured me that you will get your refund before Wednesday of this week.