On the 30/11/13, I received a Tomato watch as a gift. It was purchased at the Edgars Greenstone store. After one week the watch fell off my arm and on close inspection, I found that the plastic strap was defective and broken. I took the watch to Edgars Greenstone and was unceremoniously advised by the manager, Mr. Segone, that the strap was not covered in the warranty. In fact, on perusal of the warranty, the strap was not excluded. I explained to him that in terms of the Consumer Protection Act, I am entitled to return a defective product. I don't think Mr. Segone has ever heard of the Act and practically told me to leave. I lodged a complaint with head office on the same day (6/1/14) and was given ref no 0601140102/GO. I was assured that I would have a response in 48 hours. when this was not forthcoming, I called the client services again and was told that Mr. Segone said the strap wasn't covered. clearly the issue had not been sorted out and I therefore requested it be escalated to a supervisor. I was assured one would call me the same day. Again, I was not contacted as promised and sent a letter to Ms. Ilse Els on the 10/1/14. I am yet to receive a reply. I am horrified by this.
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