Cape Union Mart bad after sales service

I’ll be honest the worst after sales experience I’ve every experienced!

I made a purchase of a black Doug Down jacket R1699 at the Canal Walk store branch inside the mall in Cape Town. After 2 weeks of owning the jacket, still in the bag the store provided I decided to wear the jacket only to find a tear below the left arm.

I then decided to return it to the store after which my wife had already thrown the slip away. I still had the label though so with that I figured they could track the sale on their system. I requested in store to speak to the store manager, the way he communicated with me is as if he didn’t know what to do and asked one of his staff, only for him to tell me “unfortunately we do not do exchanges for damaged goods” an item I myself never damaged just so by the way. He explained that this was company policy.

I wasn’t very happy but I had to contain myself and explained that due to him having no faith in this brand K-way, where does this leave me as the customer? To have no trust in this brand, and that the quality is quite poor for something so expensive.

I then asked what are the next steps and how I could get the jacket repaired and the store manager explained I could have it patched in the meantime at their store as the repair station store closes at 3pm, I then ask for a patch and he advises I need to pay for a pack which I had to pay almost R200 for. I laughed and went ahead with the purchase.

So about a week later I take the jacket to the repair station and they want to charge me R120 for the repair for them to tell me they don’t have the same black material to do the repair. At this point I’m not happy at the service I received.

Saddest part of it all this review may not even be answered. After this I don’t think I will make another Cape Union Mart purchase again.

I must say I haven’t received this bad service with international brands.