Complaint Regarding Defective Vase and Poor In-Store Experience – Menlyn Maine Store

Dear Carrol Boyes Customer Service,

I hope this message finds you well.

I am writing to formally raise a concern regarding a recent experience at your Menlyn Maine store relating to a flower vase I purchased. The inner lining of the vase has become loose, which prompted us to return to the store for assistance.

Upon arrival, the salesperson, Dikeledi, advised us that the vase “is not intended to be used with water.” When we asked for clarification on what the vase is actually meant to be used for, she could not provide an answer—other than to repeat that it should not hold water. This explanation makes no sense, as a flower vase is by definition designed to hold flowers, which require water to remain fresh.

We then requested to speak to a manager. We were told that no manager was on duty on a Saturday morning, as the manager was “off and resting.” Only after several requests was Valerie, the store manager, contacted. Unfortunately, Valerie’s manner was discourteous—at one point she even told me to “keep quiet” so that she could have a “meaningful conversation” with me.

Valerie then advised that the vase must be sent to Cape Town for assessment. If deemed a manufacturing fault, it would be repaired or replaced. However, if not, we would be required to pay for the repair and repolishing. I find this unacceptable, as we have used the vase exactly as one would reasonably expect—with flowers and water. Even your website shows that the vase holds flowers? The website description also include the following statement: “It makes a statement on its own and with a bouquet of flowers.” (https://carrolboyes.com/za/vase-embrace.html), encouraging the use of the product with flowers.

There were no care instructions provided that says one should not let the product hold water or get wet, nor were we informed at the point of sale that the vase should not be used with water. It is therefore unreasonable to expect customers to know this. If a vase cannot hold water, what is its purpose? It would be like purchasing a coffee cup and being told not to pour coffee into it.

As a loyal customer, I have always viewed Carrol Boyes as a premium brand offering both quality and exceptional service. However, this experience was disappointing on both counts—the product quality was substandard, and the in-store service was dismissive, uninformed, and unprofessional.

I kindly request that this matter be reviewed by Head Office. I would appreciate: 1. A full assessment of the product and clarification of its intended purpose. 2. A replacement or refund, as we believe the product was unfit for its ordinary and intended use. 3. Feedback regarding staff training and service standards at your Menlyn Maine branch.

I look forward to your prompt response and to a resolution that reflects the high standards associated with the Carrol Boyes brand.

Kind regards,