Cape Union Mart - Northridge-Bloemfontein

Cape Union Mart Northridge Mall has by far the worst service I have ever received at any CUM.

On Friday the 15th of July I paid to have three Jackets ordered online by the store. At that time it was load shedding, so the store had me swipe my card on a battery operated card machine. The amount showed declined on their side and on my side it went through.

I was told to wait about 20 min and come back. The amount would have been reversed. After 20 minutes the amount still have not reversed. Then Felicity phoned my bank from the store’s landline. After lots of back and forth with the bank consultant. The store had to email through the proof of declination to my bank.

I then went back to work and said I would come again to pay that afternoon after the account has been reversed.

Four hours later my bank phoned me back and said the store had not sent through proof of declination that was acceptable. They requested a receipt. Which could apparently not be provided due to the type of POS device.

I had to sign a form from my side in order for the bank to reverse the transaction (at my own risk).

I went back that afternoon, and swiped my card again on a regular POS device. The next day the amount was deducted twice in my account.

I had to go through the trouble to go into the bank and ask for them to reverse one of the transactions - after which I was told I will be charged R80 and the investigation will take 14 days. They advised that it is better to ask the store to also intervene, since then the investigation can be sped up.

I then phoned the branch and spoke to felicity to explain the situation, after which I was told that I should come in the next day and although she is on leave - she will inform the rest of the staff of the situation.

I came in the next day and then nobody knew of my situation, and the lady that assisted me kept asking me if i have certain documents to prove what I am saying, as of she was trying to find something that I am missing - just to send me home again. I was told the manager in felicity’s place is in a meeting and I will once again have to wait to be assisted.

I will never ever be buying at this store again.

I came in to buy three jackets quickly during lunch and now I am stuck with this time consuming problem and I am the person having to pay for their mistake.

I personally feel that Cape Union Mart is a brand like Apple. When you buy something there you also pay for the service and image that comes with owning a K-Way branded piece of clothing. Because the price tag most certainly is WAY above regular priced clothing on the market.

Head Office should intervene here!