Misled, Misinformed & Dismissed — Shocked by My Experience at Cash Crusaders The Boulders

I’ve been a loyal customer of Cash Crusaders for years — particularly the Midrand City branch, where the service has always been transparent and supportive. On Friday, 25 July 2025, staff from that trusted branch referred me to another store in the same mall: Cash Crusaders The Boulders, where I purchased a brand-new table and chair.

From the beginning, this experience felt different — and not in a good way.

Unlike what I’m used to:

The items weren’t tested or demonstrated in front of me.

No one explained the return or warranty policy verbally.

The receipt’s “Product Tested” section was left blank — no signature from me or the salesperson (Marein), who assisted me.

I left the store with no clear understanding of any limitations on returns for new, boxed items.

Less than 24 hours later, I returned to request a refund. I was upfront: the items were unused, still sealed in their original packaging, but no longer needed — my partner had bought the same set elsewhere. Instead of helping, Marein told me the items could not be returned because they had "no warranty." She said she would confirm this with the manager. After stepping away, she returned and repeated: “The manager confirmed that the products have no warranty and cannot be returned.”

When I questioned this further, she casually said, “Then sell them.” I was stunned. There was no fault, no misuse, and I had acted quickly and transparently. I simply no longer needed the items.

I stepped out to check the back of my receipt. When I returned, I was suddenly told the manager had just left and was now on leave — which turned out not to be true.

On Sunday, 27 July, I returned again. Still no manager. Even staff at the Midrand City branch were surprised, saying that in such cases, an assistant manager should step in. They confirmed they would’ve accepted the return without issue, as the items were unused and brought back within 24 hours.

Finally, on Monday, 28 July, I spoke to the store manager, Frank. Instead of acknowledging the poor handling, he told me: “The 12-month warranty only applies to electronics.” This was not only contradictory — it was incorrect. My receipt clearly shows a 6-month warranty for electronics, not 12. And this had nothing to do with electronics — it was a table and chair.

He then tried to shift the blame by saying they had “lost a customer” who had wanted the same items but couldn’t buy them because I had taken the last boxed set. I corrected him: my set came from the storeroom, and both the table and chair were still on display when I returned on Sunday. He then changed his story again, saying the customer only wanted sealed stock.

At that point, it became clear I was being misled and dismissed. I calmly explained my right to return the items — unused, sealed, within 24 hours — and Frank eventually agreed to process the refund. But while I was still confirming when I could come in, he abruptly ended the call mid-conversation.

This experience has left a bitter taste. I feel it’s important to warn other customers:

Always ask for the full return policy — it’s not always offered voluntarily.

Don’t assume warranties apply — ask and double-check your slip.

Do not sign anything that is incomplete or unclear.

And most importantly, don’t let poor treatment go unchallenged — even if you “just changed your mind.”

To Cash Crusaders Senior Management:

This review isn’t only about my refund (which I fully expect to be honoured). It’s about consistency, fairness, and living up to the customer service standards I’ve come to associate with your brand.

Store Details: Branch: Cash Crusaders The Boulders Salesperson: Marein Mahlasa Store Manager: Frank Mathseoga

Note: I am sharing these names solely for accountability in a customer service context — not to cause harm or incite harassment. This is a truthful, first-hand account based on factual interactions, supported by receipts and accurate timelines.