Bad business

On the 14 January 2023, I purchased a bag of Huggies Gold Jumbo (size 4) at Baby City in N1 City Value Centre. Upon opening the bag, my wife discovered a defect on the nappies, namely, that the elastic on the one side of the nappy was missing (the section that seals around the baby's leg). On the 16th January 2023, I returned to the store to report the defect and request for a refund/exchange. The store manager informed me that I need to log the defect directly with Huggies (Kimberley Clark) and that I would need to sort it out with them. I explained that I purchased from Baby City and not Huggies however, they insisted that they couldn't assist and that i log a complaint with Huggies. They were helpful in contacting Huggies on my behalf as they could also confirm the defect however, my frustration comes in when clients needs to log a complaint directly with a 3rd party supplier, which is extremely unfair and unsettling.

This is the first time in my life that I was ever referred to log a complaint with a supplier, as most retailers handle complaints directly to avoid bad client service and reputational damage. This is definitely not the manner that a retailer should handle these complaints unless they plan on losing customers to their competitors.

I will never purchase anything at this Baby City again!! as they refuse to take accountability, responsibility and ownership for their products sold .