Shocking service. No response on complaint

Good Day I emailed a complaint to *** on 27th February 2021 and received no response.

As an end user, I have a fair understanding of policy and generally support policies imposed by service providers.

I purchased a few sets of earrings at American Swiss The Glen in October of last year. These were intended for gifts on valentines day this year. My wife tried on the earrings, only to find that they were defective. The stem was bent and a ***** was loose.

On Sunday 21/02/2021, we returned to the store to address our dissatisfaction and we were addressed by Zinhle / Reece / Lungi My wife and I were both shocked at the response received. The first response was that there is no way that the staff would have allowed me to purchase items that were defective. As a person that does not wear earrings, I have no idea of what a defective earring would look like - even in the event that the items were displayed to me at point of purchase. There was no apology for the inconvenience of us having to return due items purchased to be in a less than perfect condition. The only apology was offered by Reese, after my wife became irate at the attitude conveyed by the assistant manager of the store. Her attitude was blatantly arrogant, "these items were worn" this is after my wife explained that she only noticed a problem with them after trying them on. When we requested their names, Lungi raised a question as to why their names were requested. The items were duly signed in for repairs in accordance with the store returns policy.

My questions to you: Is it standard practice for staff members to insist on quoting store policy when customers express dissatisfaction, rather than offer an apology? Is it standard practice for your staff to not wear a name tag, displaying their name to customers? Is it standard practice for the assistant manager to question the reason when a customer requests the names of staff members? Is it standard practice for the assistant manager to arrogantly demand that an item was worn, rather than ask the client to clarify?

Awaiting Your Response