Formal Complaint: Misleading Pricing and Poor Service at Matrix Cresta Store

Dear Matrix Head Office

I am writing to formally raise a complaint regarding an extremely disappointing and frustrating experience at your Matrix Warehouse Cresta branch.

I visited the store with the intention of purchasing a webcam that was advertised online at a price of R370. However, upon arriving in-store, I was informed that the same product was being sold at R500. At no point during the online browsing or purchasing process is it clearly communicated that in-store pricing may differ from online pricing—despite the website offering an “in-store collection” option. This is misleading and creates a false expectation for customers.

In addition, your website’s geolocation system appears to be fundamentally flawed. While physically present in the Cresta store, I was informed online that the nearest stores with stock were Benoni and Amanzimtoti. This is both inaccurate and unacceptable, especially for a system designed to guide purchasing decisions.

What was most concerning, however, was the complete lack of support from the store manager. When I raised these issues and requested assistance, I was simply told that they were “unable to assist.” I then asked if the store could contact head office or someone responsible for online systems to resolve the issue, and once again, I was told this could not be done.

At no point did the store manager make any effort to engage, investigate, or attempt to resolve the matter. The level of indifference and unwillingness to assist a customer—particularly one ready to make a purchase—was unacceptable. The overall impression was one of complacency and a complete disregard for customer service.

As a paying customer, I find this experience deeply disappointing. Between misleading pricing, a dysfunctional online system, and poor in-store service, this interaction reflects very poorly on your brand.

I request the following:

A clear explanation regarding the discrepancy between online and in-store pricing Clarification on your policy regarding price matching for online-listed products An investigation into the functionality of your website’s geolocation system Feedback on how this level of customer service will be addressed at the Cresta branch

I trust that this matter will be taken seriously and that appropriate steps will be taken to prevent similar experiences for other customers.

I look forward to a response.