Jet Stores
Formal Complaint, Demand for Refund & Compensation – Defective R20 Voucher & Mistreatment at Orange Farm Branch

To: customerservice@jetonline.co.za
CC: info@thedtic.gov.za, complaints@cgso.org.za
Subject: Formal Complaint, Demand for Refund & Compensation – Defective R20 Voucher & Mistreatment at Orange Farm Branch
Dear Jet Customer Service Manager,

I am lodging a formal complaint and demanding compensation following appalling service at your Orange Farm branch on Thursday, 17 April 2026.

Facts of the matter:
1. On 17 April 2026 around 10 – 11 am I purchased an R20 airtime voucher from your Orange Farm store.
2. The printed voucher was defective — one digit was illegible, resembling either “6” or “0”, rendering it unusable.
3. After multiple failed recharge attempts and “invalid voucher” messages, I drove back to the store, ±3km each way, to request a reprint.
4. Your cashier refused, citing a “no reprint” policy.
5. The store manager “Papi” was called. He insisted I produce my cell-phone to "verify" the failed attempts. I did not have my phone with me at the time. Despite explaining that I had tried and received invalid voucher messages, he refused to assist.
6. Upon requesting a refund per my rights under the CPA, the manager referred me to the "terms and conditions" on the reverse of the slip, realizing I’m not provided with further assistance I opted to leave the store.
7. Due to the dismissive treatment and refusal to resolve a fault caused by your printing system, I left the store in frustration, leaving both the receipt and voucher behind.
8. This conduct left me frustrated and humiliated, as though I was a criminal.
9. This entire ordeal caused direct financial loss and business harm: I was unable to make an urgent business call, and made two return trips in a 6-litre vehicle specifically to resolve _your_ printing error.
Legal position:
1. Section 55 & 56 of the Consumer Protection Act 68 of 2008: I am entitled to goods free of defects and to choose a refund for defective goods within 6 months. The choice is mine, not Jet’s.
2. Section 48 – Unfair conduct: Your manager’s accusatory treatment and refusal to assist without my phone is unreasonable and unjust.
3. Section 61 – Liability for damage: I have suffered consequential damages due to your defective product and poor service.

Resolution demanded within 7 business days:
1. Immediate refund of R20 for the defective voucher.
2. "Goodwill compensation" of R800 cash or voucher whatever convenient for direct costs and inconvenience: fuel for 24km in a 6L vehicle, 1+ hour of wasted time, and the missed business opportunity caused by your defective product and refusal to assist.
3. Written confirmation that Jet will review its policy on printing errors. A "no reprint" policy that leaves customers with defective products is unfair and not aligned with the CPA.
4. Staff training at Orange Farm branch on handling defective vouchers and customer rights under the CPA.
5. Written confirmation that Jet will review its “no reprint” policy. A policy that punishes customers for your system’s printing errors contravenes the spirit and letter of the CPA.
6. A written letter of apology from Jet head office and the Orange Farm branch manager, specifically addressing the accusatory treatment I received.
Your staff’s conduct was dismissive and demeaning. The assumption that I was defrauding the store, when your printer caused the defect, is unacceptable and damages consumer trust.

Should I not receive the above resolution within 7 business days, I will escalate this matter to the Consumer Goods and Services Ombudsman and the National Consumer Commission for adjudication. I reserve my right to claim further damages.

Kindly confirm receipt and your proposed resolution.

Regards,
Mr Frank Tshomela
068 128 2764
For refund/compensation – to collect in-store

Company: Jet Stores
Country: South Africa
Region: Eastern Cape
City: Port Elizabeth
Address: Piet Retief Shopping Centre9 Retief St
Phone: 0119750451
Site: www.jetstores.co.za

  <     >