Complaint Regarding Return Process at Builders East London

I am writing to express my dissatisfaction with the service I received at the Builders Store in East London today. I visited the store following advice from their call centre agents, who assured me I could return items I no longer needed to my nearest Builders branch, which is East London. The items are the Douglas Jones 5190 Carrara Mosaic Tile.

Upon my arrival, I was informed that I would need to return the items to the Mdantsane branch instead. This is both inconvenient and concerning for me, as I do not feel safe traveling to that location.

I spoke with a supervisor or manager at the East London store (unfortunately, I did not get his name), and he advised me to wait for two hours or return later before they could process my refund. I founnd the delay unreasonable and frustrating. The justification provided was that the East London branch does not stock the items I purchased, which was never communicated to me at the time of purchase.

Additionally, one of the items I intended to return was not in its original packaging, but it is neither broken nor damaged. However, the staff refused to assist me with this return as well.

I am disappointed with the lack of clear communication about the return policies and the poor service I experienced.