Carrefour, a well-known retail store, found itself on the receiving end after a customer shared a rather nasty experience on social media.
The customer, who visited Carrefour Mega on Uhuru Highway to finalize payment for a fridge, was shocked to discover that the appliance had been sold to someone else.
Despite completing the final installment, the customer noticed the attendant behaving evasively and making secretive phone calls. After confronting the staff, it was revealed the that the fridge had indeed been sold.
“Upon completing the final installment, I noticed the attendant avoiding me and making discreet phone calls. I confronted him, only for him to confirm my fears that the fridge was sold,” lamented the customer.
The Customer complaint
The customer, identified as Quincy, had taken early precautions by noting down the serial number and barcode of the fridge.
After bringing the issue to the attention of the section manager, assurances were made of a positive response the following day.
However, Quincy expressed uncertainty about whether Carrefour would repossess the same fridge and restore it to its brand-new state or offer a different one, potentially violating their contract.
Also Read: Carrefour Supermarket Slapped with Ksh 1 Billion Fine
“Fortunately, I had taken note of the serial number and even the barcode. I’ve spoken to the section manager, who has assured me of a positive response tomorrow.”
“I’m uncertain whether they’ll repossess the same fridge and restore its brand-new condition or maybe they’ll provide a different one, consequently breaching our contract with,” expressed Quincy.
“I’m eagerly awaiting feedback from the unscrupulous and overzealous chain store. Customers beware !!!” she further added.
Carrefour responds
In response to Quincy’s concerns, Carrefour issued an apology expressing deep regret for the experience and requested the customer to provide their phone number for further follow-up.
“We truly apologize Quincy for the experience. This is highly regretted. Kindly DM us your phone number to enable us to make a follow up on this with our team ^JN,” read the response on their official X account. Minutes later, the retailer sent out another message assuring the customer that the management was addressing the matter.
“Good morning, we sincerely apologise for the experience and delay in resolving this. We request your patience as we are following up on the progress of this matter. Be assured of an update soonest possible ^NP.”
Public reaction to the incident
The incident sparked mixed reactions from netizens who shared insights and advice based on their own experiences with similar situations.
Suggestions included not accepting the same fridge due to concerns about its condition post-sale and advocating for either a refund or a new appliance.
BhagavanDas10 an X said, “Do not accept the same fridge, let them give you a new one. Once it left the store is second hand, has already been plugged to power (possibly Un stabilized). Just get your cash or a new fridge.”
“When two parties enter into agreement, you both have rights of omissions or commissions. You came to pick the fridge after payment completion. IN ENY event they should have marked. Sold The chain store is to blame,” said GM_Kipkemoi.
Also Read: Staff Narrates How Regular Customers Stole Goods Worth Ksh400K
User comments
Another user named Oburaoniala highlighted the importance of patience saying “From my experience, you needed a little patience before resorting to X. Eventually, the product will have been delivered to u from their warehouse. Thats their modus operandi.’
Wanjiru_k reassured Quincy by saying “I’m so sorry about this. I’ve had good customer care in the past with Carrefour they always help resolve the issues and no they’re not paying me to say this. I’m just trying to assure you it shall be well.”
