Sundaymail Editor
Your Money, Your Call
Cresencia Marjorie Chiremba
IN December 2024, Triangle resident Tapiwa Ndoda purchased a high-end dining room suite from a prominent Harare furniture retailer, with assurances of delivery “within days”.
However, weeks of excuses and unreturned calls led to frustration and despair, culminating in delivery only after the intervention of a third party.
Ndoda’s experience highlights a growing trend where local companies accept upfront payments but fail to deliver on time.
His ordeal, involving a US$1 300 full payment and subsequent empty promises of “within days” delivery, is not unique.
Each follow-up call yielded vague assurances: “The truck is en route”, “We are resolving logistical issues” or “We will call you back”.
Ndoda said he “felt powerless” as they already had his money but were not showing urgency to deliver.
His breaking point came in late January, when he was repeatedly transferred from one company representative to the other.
Threatening to involve the media resulted in a miraculous 24-hour delivery — a feat the company had ostensibly struggled to achieve.
He questioned why it only took threats for him to get what he had already paid for.
This incident underscores a prevalent issue of the disparity between promised and actual service.
Zimbabwe’s Consumer Protection Act aims to protect customers from unfair trade practices. Specifically, Section 35 mandates that suppliers deliver goods within the agreed time frame or reasonable time if no specific period is defined.
Failure to comply with this section allows consumers to cancel the transaction and receive a full refund.
Unfortunately, many Zimbabwean businesses either disregard or are unaware of their legal obligations under the Consumer Protection Act, leaving consumers vulnerable to exploitation and poor service.
This issue extends beyond mere inconvenience; it erodes trust and damages business reputations, while causing financial loss, wasted time and emotional distress for consumers.
Ndoda’s case serves as a reminder of the importance of transparency and accountability.
When companies make promises, they must ensure they have the capacity and commitment to fulfil them. Failure to do so breaches trust and undermines consumer confidence.
To address this, businesses must prioritise clear communication and realistic expectations. It is preferable to under-promise and over-deliver.
Providing accurate delivery timelines, proactively communicating delays and offering solutions can mitigate frustration and build trust.
Beyond educating consumers about their rights, regulatory authorities play a crucial role in ensuring compliance.
Vigilant monitoring, prompt complaint investigations and stringent enforcement deter deceptive practices and foster a culture of transparency and reliability.
Ultimately, the goal is to create a marketplace where consumers can confidently make purchases, knowing their rights will be respected and their expectations met.
Cresencia Marjorie Chiremba is a marketing consultant with a strong passion for customer service/experience. Contact details: [email protected] or +263712979461, 0719978335, 0772978335, www.customersuccess.co.zw
Online Reporter