Unacceptable Customer Service

I am extremely dissatisfied with the poor customer service I experienced at your Ackermans Nigel store on 22/08/2025 (14:15 - 16:02)

During my visit, I went to the store to Refund a Lay-by I had made 18/05/2025. A Lady by the Name Siphiwe tried assisting me with this. Instead of receiving assistance, I was subjected to inappropriate verbal remarks and Rude behaviour from a lady who apparently was a Manager at the store by the name of Nothando Ngwenya. I will attentively explain the incident :

I got to the store to ask for a refund of a lay-by I had placed on 18/05/2025. A lady by the name Siphiwe who was the teller at the time said because my Receipt at the time was faded she would have to ask her manger if she can’t assist. The manager lady was is Nothando Ngwenya came through and asked : 1) Why are you asking for a refund and I explained to the lady that I feel like winter is over unfortunately I won’t be needing the jackets anymore. She then proceeded to be busy with something else and left me a the till, she came back a few minutes later and asked me to move from the till to make a way for other customers behind me as if I was successful helped. I moved to the side so that the customers behind me can make their way to the till point. I stood there for about less than 5 minutes and she came back to ask me to please move to the side because Im causing traffic and customers are getting confused. I then proceeded to stand further away from the till points but close enough to see if will I get attended to or not. At the time she had taken my receipt already so couldn’t decide to come at a different time. She came back after 10 minutes and she gave me receipe and she said “Sign here” with a card. I asked her what the card was for and the receipt that she’s making me sign ? she said answered by saying because you’re receipt is faded I can’t give you a refund, So take this gift card so you can go. I asked her why can’t I get a refund back she then said it’s because my receipt is faded. I asked her about the receipt that gets put in my Layby plastic bag instore because on the same day I didn’t this layby I had just finished paying off another Layby for R783. She then told me that she lost that receipt and it’s the store’s job to keep my receipt safe but mine. I told the lady that that was not reason enough to not give me my refund back and not explain that she’s giving me a gift card. She then told me to produce the same card I used to pay the Layby. I explained to the lady that on that day I used Apple Pay from my Iphone, but I can show her my ID and Bank card she then showed me that the card number on the receipt and on my card are different. I admitted to that because I used Apple Pay and not my bank card but I can be able to show her my bank statement to prove this. She then started with the inappropriate remarks and told me that I am lying I just want to **** them and take money that was supposedly for a lay-by by someone else and now I want to use the money for my own benefit. I told the lady that she should be making such statements because I don’t think her and I know each other that well to assume something like this. At the time her voice was already so high, it was a back and forth between me and her I was try to explain to her why my card number was different, she went on to say I can beg all I want she doesn’t need this money and it clearly shows that Im desperate for this R200 plus it’s a Friday. Honestly I was fuming by the disrespect I was getting from this lady whom I honestly don’t know right in front of my 2 colleagues. I told the lady that I was a Professional Social Worker and a full time Honours Psychology student, I will not be screaming at her to make my point cross and if this is how she wants to discuss and resolve this issue then unfortunately I will not be leaving the store without my full refund. The lady went on the call security using the emergency call and the shops was in alarms, the first lady who was Siphiwe came back to attempt to assist me again because unfortunately they thought I was just a child who’s used someone to Layby items for me to **** them later and want to refund the money back. She apologised for this regard and Her and a guy called Thando and Karabo tried to figure out ways to assist. Siphiwe mentioned that this is unfortunate and unacceptable behaviour because the manager is not giving herself time to listen to me and she’s the only person who can help currently. I then asked if is she the only person I can get help from and she answered and said “No you allowed to speak to any fool in the store that would fall for this story and that I should walk around the store “ Siphiwe then proceeded to say she can actually take your statement down and maybe make copies of your bank statement just the part where it shows that you paid on that specific day it’s just that with Apple pay you do have have a different card number and you don’t have a card. I then told Siphiwe that Im willing to forfeit this R200 if it means that I will never ever set foot again in any Ackermans store and I promise to take my friends and loved ones with in this regard and they can send the refund to the card number that appears on the receipt. Vy now it was around 15:30 and I did mention to Karabo, Thando and Siphiwe that I will be posting about this on social media and definitely be opening a ******** case. I did mention to them that I will also be contacting their customer care service support to report this matter because I was basically judged because of my street wear outfit that I was ****ming them. Thando, Karabo and Siphiwe sincerely apologised and the Manager Nothando left us there and said (ngiyaphuma) meaning she’s going out. She indeed left and it’s was now 15:50. Please be sensitive to fact that I got here at 14:15 and me and this lady have been on logger heads since. I honestly don’t know how Thando and Siphiwe managed to get me my refund back at around 16:00. I did however let them know that as a an Ackermans shopper for a long time. Im deeply disappointed with this behaviour.

As a Social Worker myself who works in child protection under company policies and policies from my ethical counsel. I will unfortunately take this up.

Such conduct is highly unprofessional and unacceptable, especially from a brand that prides itself on customer care. This experience has not only caused me frustration but has also made me question whether Ackermans values its customers. This lady is supposedly a manager and I can’t not even begin to imagine how she treats others who are far worse than I am.