Advertised product is a ****- delivery completely different and useless

Subject Formal Complaint: CPA Violation – Product Misrepresentation and Refund Demand

Dear Naledi,

Thank you for your response. I must formally dispute your decision, as it does not align with the provisions of the Consumer Protection Act (CPA). The product delivered to me is materially different from what was advertised at the time of purchase. This constitutes misleading representation, which is prohibited under the CPA. At the time of purchase, your adverti*****t expressly included a satisfaction guarantee with a promise of a refund if the customer was not satisfied. This representation formed a material part of the transaction and directly influenced my decision to place the order. Under the CPA, such representations are legally binding and cannot be overridden by internal hygiene or return policies. Where goods do not correspond with the description or promises made in marketing material, the consumer is entitled to appropriate redress, including a refund. Delivering a different product than advertised, while refusing to honour the stated guarantee, is both non-compliant with the CPA and misleading to consumers. I hereby request that this matter be reviewed in accordance with the CPA and that my refund be processed without further delay. Please note that I have already lodged a formal complaint with HelloPeter this morning. Should this matter remain unresolved, I will consider further escalation through the relevant consumer protection authorities. I would prefer to resolve this matter directly and amicably and look forward to your prompt response.

Kind regards, Frauke