Complaints

How to complain

We want to hear when we get something wrong. Tell us what happened, your order reference if you have one, and what you would like us to do.

• Problems with an order: use Report a problem on your order page and attach a photo, within the time stated in our delivery and refunds policy.

What happens next

1. We acknowledge your complaint within 48 hours.
2. We look into it and aim to resolve it, or give you a clear answer and the reasons, within 5 working days.
3. If it needs longer, for example while we wait for a supplier or courier, we tell you why and when to expect an answer.
4. We tell you the outcome in writing and what we will do to put it right.

If we cannot settle it

You may take a consumer complaint to:

• the Consumer Goods and Services Ombud (CGSO), www.cgso.org.za, which handles complaints about businesses that are members of its scheme and gives guidance on others;
• the National Consumer Commission, which receives complaints under the Consumer Protection Act;
• the consumer court in your province, or a court of law.

Using our process does not stop you from going to any of them at any time. If your complaint is about food safety, you may also contact the environmental health department of your municipality.

Privacy complaints

If your complaint is about how we handle personal information, write to our Information Officer, or use the privacy request form:

You may also complain to the Information Regulator at [email protected] or https://inforegulator.org.za.