Formal Complaint – Incorrect Price Display & Customer Service – Mall of the South, 23 May 2026

To: Toys R Us Customer Care / Store Manager

From: Llewellyn Labuschagne

Date: 23 May 2026

Contact:

Complaint Summary

On, I attempted to purchase an item at your Mall of the South store. The item was displayed on the shelf with a price of R199. At the till, I was charged a higher price of R299 on 23 May 2026.

Issues:

1. Price Discrepancy: The only price visible for the item was R199 on the shelf. This constitutes an advertised price under the CPA.

2. Staff Conduct: The duty manager refused to honour the displayed price and instead blamed customers for allegedly misplacing stock. I was also accused of moving items to benefit myself, which is defamatory and unprofessional.

3. Lack of Evidence: Staff could not show me any other price tag or adverti*****t for the item. The stock had been received in October 2025, yet no correct price tag was visible.

4. Regional Manager Response: I escalated to Regional Manager JP. At no point did JP take accountability for the store’s operational failures or staff not performing their paid and obligated duties. Instead, JP blamed an innocent child customer for moving the item. Accountability was never directed toward staff shortcomings

5. Customer Service: The attitude of staff and management was dismissive and did not reflect any accountability for store operations or staff KPI failures.

Relevant Law – CPA Section 23 & 24

Under the CPA, if a price is displayed on goods or next to goods, that is considered an offer. If a consumer acts on that displayed price in good faith, the supplier must honour it or withdraw the goods from sale.

It is not the consumer’s duty to “find the correct price” elsewhere in the store. The responsibility for accurate pricing and stock management rests with the retailer.

Resolution Requested

1. Honour the displayed price of R199 for the item in question, or provide a refund if I no longer wish to purchase.

2. Formal apology for the conduct of staff and the accusation made against me.

3. Confirmation that staff will be retrained on CPA obligations regarding pricing and customer treatment.

If this is not resolved within 5 working days, I will escalate the matter to the National Consumer Commission and post a factual review of my experience.

Attachments: Receipt, photo of shelf price if available, date/time of visit.