Common complaints
- A refund remains outstanding
- Goods are defective or unsafe
- An order is late, missing or not as described
Retail and Online Shopping Complaints in South Africa
Faulty goods or an order that never arrived? You have rights under the Consumer Protection Act. Submit your complaint and see when to escalate to the CGSO.
What this complaint route covers
Complain about refunds, faulty goods, warranties, misleading descriptions, missing online orders and poor after-sales service. First complain directly to the organisation or public body, keep every reference number and state the fair outcome you want.
Evidence to prepare
- Invoice, order confirmation and payment proof
- Photographs or video of the problem
- Return records and correspondence
If it is not resolved
Escalate to: Consumer Goods and Services Ombud or National Consumer Commission.
Your Complaintshub timeline and the organisation's replies can support the escalation.
How to make the complaint count
1. Set out the facts
Give dates, amounts, references and a short timeline. Separate what happened from what you assume.
2. Ask for a clear remedy
Explain whether you want a correction, refund, repair, explanation, restored service or another reasonable outcome.
3. Keep private details private
Do not put identity numbers, bank details, medical records or private contact details in the public summary.
4. Track the response
Use your account to see status changes and responses and to confirm whether the matter was resolved.
Supporting evidence remains protected. Publication follows the moderation policy, and formal rights and time limits continue to apply.