AL
Amor L
Active since Mar 2026
2
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2 reviews1 month ago
1 watch was faulty, second watch was faulty new watch or refund is an option
Dear Sir / Madam, I am writing to formally escalate a complaint regarding Fossil watch purchased at Sterns Garden Route Mall. The first watch I purchased was faulty upon receipt. I was then provided with a replacement watch, which is also not functioning properly. I have returned both watches to the store, yet I was informed by store manager Jo-Ann Rademeyer and her branch manager that I must wait 6–8 weeks for a resolution. This delay is unreasonable and demonstrates a lack of concern for customer rights and fair service. Under South Africa’s Consumer Protection Act 68 of 2008 (CPA), I am entitled to: Products that are of good quality, in working order, and free from defects. A prompt repair, replacement, or refund when a product is faulty or not working as intended. The repeated issues with both watches are unacceptable. I therefore request the following immediate actions: Replacement or full refund of the defective watch without further delay. Written confirmation of the resolution and expected timeline. Please treat this matter with urgency. If no satisfactory resolution is provided within 7 days, I will escalate my complaint publicly and lodge a formal complaint with the National Consumer Commission. I trust that Sterns Head Office and Fossil will uphold consumer rights and resolve this matter promptly. This email was send Thursday, the area manager called me back very unprofessional informed me that the watch was supposed to be send to fossil which didn’t happened. Proper protocol wasn’t followed now i need to be inconvenienced and wait 6-8 weeks. Is this how you treat your customers?
0 replies
1 month ago
Sterns selling faulty fossil watches and refuse to give a new watch or a refund, i need to wait 6-8 weeks.
I bought a fossil watch at Sterns garden route mall in George the first watch was not working the second watch was not working now i am being told by the in store staff that the store manager and the area manager informed them to inform me that it will take 6-8 weeks.
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