Sh***ty Service

On 13 February 2026, I ordered my favourite oud cologne, the 200ml Hugo Boss Parfum that was on sale (R2480.00) on the Edgars Website (Order number: 30010362414) and made a partial payment via PayJustNow (Reference:9av88BGMdG) – See the attached Edgars/Retailality Invoice and the PayJustNow Proof of Payment. The perfume was collected via Pargo at Clicks V&A Waterfront in Cape Town on 18 Feb 2026. When I unboxed the perfume on 20 Feb 2026, I noticed the bottle was different from the one I am used to as advertised on the website, but I just thought it has eveloved. I was so dissapointed when I open the cologne and sprayed it. The scent was weak like it was diluted and did not even last. I tested it until 24 Feb when I decided to return it to the nearest Edgars Store as I was really dissapointed, bearing in mind that it costed R2480.00. I took it to Edgars Canal Walk Mall in Century City, Cape Town. The official working in the perfume section assisted me but comparing the scent of the “****”perfume to a similar perfume at the store. They confirmed the obviously different and week smell compared to the original one. They even laughed at me for buying online and adviced me to never buy online as many customers usually complain. They called the brach Manager who was rude, to advice me on the procedure to follow to request a refund. She adviced me to request online and return the perfume to the store only after receiving the confirmation to my request which I did on the same day.

On the next day, 25 February, I received an email confirmation with the invoice attached to be handed to the branch manager for a quality assessment which should take a couple of days. The manager was so rude and discourageous, she insisted that she’s not promising a positive feedback as she does not see anything wrong with the perfume. I asked her to do the same by spaying the original and the **** one just to do the obvious comparison in the scent, but she refused and said she’s not a perfume specialist.

(See attached email trail) As I awaited the feedback, I tried following up to get an update but my calls were not answered and I sent several emails until I finally received a phonecall from the Canal Walk branch manager on 2 March notifying me that as expected the request for refund was declined by the area manager as there was nothing wrong with perfume. I was dissappointed and frustrated, I requested a written response with the quality test results, which I had to make several phonecalls first and send emails which were ignored before I could obtain the response. On 5 March, I finally received the long awaited feedback from the Area Manager, Sakina Daya via Stephanie Gounden (Online Queries -webqueries@retailability.co.za) which was just an email stating that the tests were done, there’s nothing wrong with the perfume ( As I’d expected from the attitude of the branch manager). See the email quoted below: “Good day All, I hope you well, I was in store yesterday and I had smelt the returned fragrance and there was nothing wrong with the scent HOWEVER I had taken it one step further and had asked Veronique from HO to run a batch check on the manufacturing date of the fragrance in question. Veronique has advised that the fragrance was manufactured the back end of 2025 and as a result there is nothing wrong with the fragrance and we cannot issue a credit. As per our returns policy.. The efficacy and scent of each fragrance is influenced by many factors. It is often unique to each customer and can be affected by many things, including your diet or the PH balance of your skin. Based on this – we cannot guarantee the product performs the same across each individual.

Regards Sakina Daya”